How to I sell my self when being compared to another company

[LunchBox]

Greetings,

I have been learning to improve my communication skills when speaking to my clients.

I still have one issue though. For instance today I forgot a tool to repair a PC so I said I would return. The lady said can you do it or do I need to take it to the Geek Squad. For those of you from other countries the squeek squad is a national IT company that most of us dislike because they are salesmen first then maybe then they are techs.

The client already has faith in me but still when I hear comments like "should I take it so this other person that can fix this" blah blah blah

How do you handle those comments in a professional manner.

Because I know this lady from church I said, well you can take it there but you already know they are very expensive and the tech that work there can't fix everything that I can blah blah blah

What is the best line while sounding smart, confident and most importantly NOT arrogant that can be used to explain that I am better, cheaper, more knowledgeable etc etc etc.

Thank you

 

[NickCat11]

I would apologize for forgetting the tool and maybe offer a slight discount since you had to make a return visit. In regards to the comments, let them go in one ear and out the other. No use in debating with someone like that. Most of the time they are just venting anyway. And lastly, make sure you never forget anything again. This small little mistake could sometimes make you or break you in someone's eyes, especially if it's your first impression.

 

[Bullfighter]

"If you [the customer] feel more comfortable taking your computer to Geek Squad, then perhaps you should."

I would then ask "Have you taken your computer to Geek Squad before?" No matter what they say you respond:

"If you find a great computer repair technician you should definitely hang on to them. Did you know that our company provides...."

At this point list off all the great and wonderful things your company does, guaranteed service, reasonable rates, years of experience, blah, blah, blah.


This is the same thing I tell potential customers when I walk into a company trying to solicit business. One of my questions is "Do you have an IT contractor, already?"

My response is very similar. It allows you to provide a professional POSITIVE response while still allowing you to brag about your services.

Good Luck,
EP

 

[cmonova]

I agree with BullFighter and his comments. I just find it wierd that apparently the lady knows you at least from church if not thru other repairs that she would just blurt that out.

I would be insulted but handle it professional. By the same token sometimes to me some customers are not worth it. Maybe in the future i'd throw something back like BullFighter said but also add "I thought you knew me and that is why you trusted me to do the work", but in the future maybe you would be better off utilizing someone else".

 

[theFakeGeek]

Because I know this lady from church I said, well you can take it there but you already know they are very expensive and the tech that work there can't fix everything that I can blah blah blah
Thank you

Never bad mouth another computer repair company. It just makes you look bad. Especially when you forgot a tool that you need to fix a customers computer.

If you forget something next time do one of two things:

1) Apologize and say that this issue needs a tool from your service center. You don't carry this tool around with you as you don't run into these issues that often. You will be happy to go get the tool and come back offering a 10% discount for their troubles.

2) Say that you need to take the computer back to the service center to fix this issue. Repairs at your center are done at a flat rate instead of the "per hour" that you charge in-home so the customers save.

 

[jbutler9]

With the question she was asking, my direct response would be:

"I encourage you to do what you think is right and I want you to know that with the services I provide, you will not get a more experienced, dedicated, or affordable IT professional who wants to solve your problem as proficiently and efficiently as possible."

I have yet to hear from any customer that they have had a good experience with Best Buy, so if she wants to go, let her....she will be calling back.

 

[theFakeGeek]

I have yet to hear from any customer that they have had a good experience with Best Buy, so if she wants to go, let her....she will be calling back.

I used to work for Future Shop (exactly the same as Best But except in Canada) and most (99.9%) of our customers left happy. The problem is that there are so many Geek Squad technicians out there that there are bound to be some rotten ones.

Same with independent techs.

 

[anonymous Mac Tech]

Nobody is happy when they need to call out the "repair person" to get something fixed. These things are usually unplanned, unexpected, and she probably had intended on doing something else with her time/money. Sometimes people are going to look at you as their savior, sometimes people are going to look at you as an annoyance. Working in tech support for years before getting into hands on tech work taught me real well to let it roll off me and not to take it personal.

As far as her response to you needing to get another tool. I wouldn't say that's a big no-no or a mistake on your part, unless of course it was something pretty obvious that should be a part of a technicians tool kit. If you need to know what technicians should have for onsite work, then refer to these forums and study up because there has been some great past threads created on this very subject. But if its not a common part/tool, I've had that happen when I've had various repair people out and never thought twice about it. Most of the time if you hurry back they forget about that anyway.

 

[bagellad]

I think you just phrased it wrong. Instead of saying "Oh sorry I forgot a tool! I have to come back" I would have said "Oh this looks like its going to be one of the tougher ones, I am going to need to take it with me and return it."

And then if she said "Do i need to get geeksquad?"

I would just have responded. "No, I have run into this problem before. It shouldn't be a problem. I will give you a call tomorrow."

She was probably just assuming you didn't know what you were doing.

 

[usacvlr]

Did you tell her you just needed a tool? Why is she saying she's going to take it elsewhere already?

Greetings,

I have been learning to improve my communication skills when speaking to my clients.

I still have one issue though. For instance today I forgot a tool to repair a PC so I said I would return. The lady said can you do it or do I need to take it to the Geek Squad. For those of you from other countries the squeek squad is a national IT company that most of us dislike because they are salesmen first then maybe then they are techs.

The client already has faith in me but still when I hear comments like "should I take it so this other person that can fix this" blah blah blah

How do you handle those comments in a professional manner.

Because I know this lady from church I said, well you can take it there but you already know they are very expensive and the tech that work there can't fix everything that I can blah blah blah

What is the best line while sounding smart, confident and most importantly NOT arrogant that can be used to explain that I am better, cheaper, more knowledgeable etc etc etc.

Thank you

 

[thebeardedone]

I wouldn't say that's a big no-no or a mistake on your part, unless of course it was something pretty obvious that should be a part of a technicians tool kit. If you need to know what technicians should have for onsite work, then refer to these forums and study up because there has been some great past threads created on this very subject. But if its not a common part/tool, I've had that happen when I've had various repair people out and never thought twice about it. Most of the time if you hurry back they forget about that anyway.

Absolutely. There has been times where I've not got the tool to do the job, so I just say I'm going to collect it and I will return asap.

Never had a problem with that.

 

[LunchBox]

"If you [the customer] feel more comfortable taking your computer to Geek Squad, then perhaps you should."

I would then ask "Have you taken your computer to Geek Squad before?" No matter what they say you respond:

"If you find a great computer repair technician you should definitely hang on to them. Did you know that our company provides...."

At this point list off all the great and wonderful things your company does, guaranteed service, reasonable rates, years of experience, blah, blah, blah.


This is the same thing I tell potential customers when I walk into a company trying to solicit business. One of my questions is "Do you have an IT contractor, already?"

My response is very similar. It allows you to provide a professional POSITIVE response while still allowing you to brag about your services.

Good Luck,
EP

I like your response and I think I can work it into my speech. Thanks

With the question she was asking, my direct response would be:

"I encourage you to do what you think is right and I want you to know that with the services I provide, you will not get a more experienced, dedicated, or affordable IT professional who wants to solve your problem as proficiently and efficiently as possible."

I have yet to hear from any customer that they have had a good experience with Best Buy, so if she wants to go, let her....she will be calling back.

I also like to response and yes I will be working it into my speech also

Did you tell her you just needed a tool? Why is she saying she's going to take it elsewhere already?

I think perhaps is what someone else had said that just because I left someone at home she figured it was beyond my skill.

Absolutely. There has been times where I've not got the tool to do the job, so I just say I'm going to collect it and I will return asap.

Never had a problem with that.

Yup, this one should of just came out of my mouth but didn't.

I think I was just surprise that she made that comment after helping her a few times prior to this night.


I should have been a little more clear it was sort of late and I was tired. When I said I left my tool I mean that I left a Windows CD that I could have used to re-install his Windows.

I went to the location thinking that all I was going to do was virus removal. I was able to pretty much remove everything and then I hear "Well can you just reformat it instead. I will feel happier". No big deal I just wished they would have said this in the beginning.

The lady lost her CD and I could not get into the restore partition. So since they had the license key on the side of the PC I could use one CD to install.
I had my Window Home Retail but I missed place or left at home my Windows Home OEM. So I would not install.

I've had a few clients compliment me on my communication skill and customer service skills. The only script I never thought about creating was one to reply to clients when they make a comment about taking the PC/laptop to another technician in this case Geek Squad.


Thank you guys. I love this site. I can always get perspectives from all views which is much better than getting only the sugar coated answers.