Here at TWO MEN AND A TRUCK® Canada, we are committed to ongoing training and development, with the goal of providing exceptional customer service. That’s why we recently held a Sales and Operations training session for about 40 members of the TWO MEN AND A TRUCK® team.
“Our goal here in Canada is to turn customers into raving fans,” said Chuck Resnick, our VP of Marketing and Operations.
This session’s purpose was to give everyone a refresher on our sales process and on effectively conducting in-home estimates. We had the pleasure of hosting two members of our International home office: Jody Hope, Multi Unit & International Manager and Jim McCoy, Sales Support Consultant.
Jody Hope talked about how we can best deliver on our promise to our customers, while Jim McCoy discussed Conversational Selling.
“Identify ‘pain points’ for the customer,” Hope said, when discussing in-home estimates. “Ask them what they are most concerned about, and what they’re looking for out of a moving company.”
“Avoid the use of industry or technical terms when speaking with customers,” McCoy stressed, explaining that we don’t want to use language that can be confusing to those who are not in the industry.
The session prompted a lot of good discussion on how we can better serve our customers – most importantly, how we can bridge the gap between sales (what is promised) and operations (delivering on the promise).
Thank you to all our session attendees for taking part in a great day of learning. We want to give special thanks to Jody Hope and Jim McCoy for making the trek from our International home office in Lansing, Michigan all the way to Toronto, Ontario. We greatly appreciate all the knowledge you imparted upon us! We look forward to more sessions like this one, in our continual efforts to be the “Movers Who Care®.”