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Communication might be the most underrated skill in the home service industry. While technical expertise is essential, how you speak to homeowners often determines whether you close the sale or walk away empty-handed.
Jefferson Fisher, an attorney and communication expert, offers a perspective-shifting insight that could transform your approach: "The person you see isn't the person you're talking to." When you step into a customer's home to fix their AC or repair a plumbing issue, you're entering a private world layered with stresses that have nothing to do with HVAC or plumbing. They might be dealing with a sick parent, financial pressure, or workplace stress. Recognizing this hidden dimension and leading with empathy isn't just good manners—it's good business.
Your words function as tools just as important as your wrenches and gauges. The distinction between saying "this is your only choice" versus "let me walk you through some options" can completely transform customer receptivity. Through powerful real-world examples—including the story of a technician who proved his thoroughness by pointing out an intact cobweb across a crawl space entrance—we see how authentic communication builds the trust that leads to sales. The most successful service professionals don't just fix problems; they create comfort, security, and peace of mind by approaching every conversation with empathy, choosing their words carefully, and genuinely seeking to understand their customers' needs.
Ready to elevate your communication skills and close more calls the right way? Listen to discover the three key takeaways that can transform your approach to in-home sales. And if you've found value in this episode, please take 30 seconds to leave us a five-star review—it helps other service professionals discover these insights and level up their skills too.

https://www.jeffersonfisher.com/

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