Thread by @edwinmasripan

How to Sell a Service?

Unlike products, the problem with service is we can't see it.

Which makes it even harder to explain what it would be like.

Taking up service is a gamble.

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What is Service Anyway?

At its basic principles, service is doing the work for customer.

⚡Plumber
⚡Writer
⚡Designer
⚡Architect
⚡Consultation
⚡Contractor
⚡Painter
⚡Dentist
⚡You work for your boss.

If you're in the Service industry, keep reading.

Rules to Sell Service.

1. Never assume - Always be asking.

2. Never be arrogant - No matter how dumbass the prospect is, never have malice intent for their stupidity.

3. Not everyone will be your customer - You can't and shouldn't close everyone.

4. Service is an art form - You are good at your job because you are competent.

5. Seek High Standard - Close to perfection, but never perfect. You'll always be learning new things.

Now on to marketing ...

Since people don't know how it looks like, you need to do the following.

⚡SELL A PROMISE

You need a benchmark of good service. Solution to a problem. Basically get the job done.

⚡SELL YOUR PORTFOLIO

Your best work, document it. Don't put all your stuff.

⚡SELL YOUR PROCESS

Have an extremely tight process, SOP what ever you want to call it. Keep refining, subtract and add.

Never settle for 'meh.'

Ultimately, ..

⚡SELL THE PROBLEM

What happens if the customer don't solve the problem? What's the impact on their livelihood?

Don't be afraid to be negative.

We want them to get to "me too" not "so what".

When they are hooked, learn about them as much as you can.

Walk them through your process.

Close the sale.

"For this job, it will be RM500. When do you want me to start?"

"How long do you want to keep this recurring problem?"

Sell anything but your Service.

If it's expensive, split the payment.

If it's a no. Thank them for their time.

If it's expensive for them, ask which part is expensive and what are they comparing against.

Remember, they can't 'see' the service.

Some prospects are assholes.
Walk away. You are valuable.

Finally, Doing the Work.

Chart everything the customer will go through. From onboarding to completion.

From "hello" to document.

Plan the best EXPERIENCE they will ever get.

Keep it professional.

Seek Feedback.

Once you are done with your work, give it a day or two. Then call back. Ask for feedback. This will help you ..

⚡Improve the Process
⚡Show that you Care
⚡Make them Remember you.

Which in turn ...

Will refer to other people, colleagues, family members, friends etc.

Word of mouth is the most Powerful Marketing tool.

Never ask for referrals. Let them do out of sincerity.

If they don't give referrals, you didn't do a good job. So buck the f up.

I learned this from books, observations and my notes.

⚡My aircond guy
⚡My office cleaner
⚡My contractor

If you're an employee, give your boss the report they deserve. Show them your process, help them improve it.

The key to Service is SINCERITY.