Let’s be practical, shall we? The reason techs are the logical focus for sales to customers is because they are, most times, the company’s one and only chance to enter a home and talk to them. You’re there because you’ve been called there. Your customer has already said, “I need you.” And, oh, what a regular, old salesperson wouldn’t give for a gig like that. But, this chance for selling doesn’t belong to just anyone. It belongs to the tech.
Unfortunately, people skills are often overlooked in service technician training, and that hurts the entire industry. It’s ironic that a service technician possessing mediocre technical proficiency, and even questionable ethics, can appear more credible by relying simply on an excellent in-home manner. The tech that might be far more worthy can seem less credible because he lacks the people skills to inspire it.