Repair vs. Replace: Rules of Engagement

Cracking the Code

Establishing a robust set of “rules of engagement” for your service team is crucial when facing the age-old dilemma of whether to repair an existing utility or opt for a complete system replacement. This decision-making process has endured in the contracting world, posing a challenge that demands a thoughtful approach. By developing a clear and informed strategy, your service technicians become equipped with the expertise needed to navigate this quandary when interacting with customers in their homes.

A well-defined repair vs. replace framework serves as a guiding principle for your service techs, offering a structured approach when presenting options to customers. This ensures that technical information is relayed clearly, providing customers with a comprehensive understanding of the situation before they make a decision. Often, customers might assume that techs are motivated solely by profit, emphasizing the need for transparent communication. In reality, a rational and informed decision is paramount for customers, as it prevents them from overspending on unnecessary replacements or repeatedly repairing a fundamentally flawed unit

Empowering your service team with the knowledge to make these distinctions not only saves time and effort but also results in fewer service calls and expenses for your customers. Ultimately, a well-informed decision-making process benefits both your business and the customers you serve, fostering trust and satisfaction in every interaction.

That’s where Contractor University’s new 5-part on-demand video course comes in. In this course, you will be able to watch the following training videos designed to help with the evergreen dilemma of Repair vs. Replace. Listen to the first episode here for free!

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