Meeting a Homeowner

During step two of the successful sales process, you will continue to build on the credibility you set forth in step one. It is during this time you begin to truly distinguish yourself and set yourself apart from other contractors the homeowners may have come into contact with.

During the introduction stage, there are three ways you can set yourself apart:

1. You must truly listen to the homeowners and thus discover what is important to them, and what their expectations are of you and Roofing Giant
2. You must continue to try to reduce the amount of anxiety the homeowners may feel about the damage to their property, and their experience with you and Roofing Giant.
3. You must begin to educate the homeowners about the process, involving them every step of the way. By doing this, you will further build your credibility and the homeowners’ confidence in getting the work done and having you do it!

Research indicates the homeowners will decide whether or not to work with you during the introduction and roof inspection stages of your new relationship with them. That is why it is important that you thoroughly study the Project Steps now and refer to them on an ongoing basis to ensure your sales process is finely tuned, and are thus more likely to be successful.

During the Sales Introduction with the homeowners you must begin to build a relationship with them. The easiest way to do this is by conducting the introduction at their front door, or wherever they are most comfortable. If you are new, and if your ego doesn’t interfere, tell the homeowners briefly about your relevant work experience, and that you are new. Let them know that Roofing Giant is very adamant about detail and things are explained accurately and completely, so if you are asked a question and you’re not sure of the answer, you’ll call your manager. You will immediately gain their trust by being honest with them.

You will want to reiterate the purpose of the appointment. Clarify with the customer that you are there to discuss the specific problem, just so everyone starts on the same page. During this time, the homeowners may still feel as if you are there to sell them something, when in actuality, you are there to fix a problem their insurance company will pay for. Reminding them of this fact may put their minds at ease. It is important to let the homeowners know the difference between your services and the services of other contractors, primarily that they have an insurance problem that has manifested itself in the roof, siding and gutters, and you are an insurance restoration expert who can solve their problem.

Remember, during the introductory meeting, you must always be professional, courteous, empathetic and respectful of the homeowner’s time

The Introduction portion of the sales process is always done at the homeowner’s door unless they are outside, doing yard work, in the garage, etc. Park your vehicle in front of the home, in direct view of the homeowner’s front door so they can clearly see the sign on your vehicle. Do not park in the driveway because you will be interrupted if someone has to leave.

You may ring the doorbell and at the same time knock and use the “happy knock”. Do not pound on the door. Now, either turn around so you can act surprised or somewhat startled when they open the door or, if you suspect they are playing “possum” and don’t want you to know they are there, step back and look at the window closest to the door. As soon as you see movement or you see them looking out the window at you, immediately smile and wave to acknowledge you’ve seen them. If you appear friendly and non-threatening, the homeowners will feel comfortable opening the door.
It is absolutely imperative that you establish a rapport and there is a relationship with the homeowners. Determine quickly who the decision maker is. Homeowners must have confidence in your sincerity. Ideally, you will also have knowledge and technical expertise. However, even if you’re new, you can easily be effective by simply telling the homeowners that you’re new. This will help them overcome their fear of you. Get the homeowners involved in the conversation as soon as possible. The Introduction isn’t a monologue. Ask questions. Phrase things in such a way the homeowners must be responsive and participate. Compliment if appropriate. Show concern. You’re there to help them. No one wants to be sold something – rather, people simply want reasons to buy.

When you canvass in the hail storm area make sure to write down the contact info for each homeowner that you meet. (name, phone number, address) Even if the homeowner does not sign the contract at this time, you will use the collected information to follow up with the homeowner by phone and by mail later and will help the homeowner to make a right decision regarding the roof.

Also, write down the address for the houses that you think need a new roof and you have never got to talk to the homeowners. Later you will send an Introduction Letter.

When you talk to the homeowner make sure to find out where at the insurance process he is at, – never contacted the insurance company, contacted and the adjuster meeting is scheduled or already has the adjuster report.

Listen!
The most important communication skill you can develop is the ability to listen to the homeowners. Let the homeowners do most of talking. Not only will this get the homeowners involved in the sales process, the information they provide will be invaluable in the future when you ask for their approval. If you listen attentively, the homeowners will tell you what they want and need.
While the homeowners are talking, don’t think about your next response. Focus on the words being spoken and the body language being used. By reading their body language you will be able to tell if they are interested and how important this is to them. When they are finished talking, let a pause occur while you formulate your next question and/or answer. This allows you to digest the information you have received and to formulate an intelligent, relevant response. You don’t want to seem like a “know-it-all.” Paying close attention lets the homeowners know you are interested in what they have to say, and they are important to you. No one cares how much you know until they know how much you care.

Previous Step

Project Steps

Next Step