3d • General discussion
How scarcity thinking can hide in plain sight
Here’s something that you may have never thought about, but it’s something I think you should pay more attention to when you’re training your technicians.
So, let me ask you a question.
Are your technicians presenting the customer with the facts, or are they unknowingly making financial decisions for the customer?
Here’s what I mean.
For example, let’s say you have a technician who goes into a customer’s home, diagnoses a refrigerator, and the repair is going to be $900.
In that technician’s personal financial world, $900 may feel like a lot of money. They may personally think, “There’s no way I would spend $900 repairing this refrigerator.”
The interesting part is that belief can start showing up in how they communicate with the customer without them even realizing it.
Their tone may change when they present the price. They may hesitate, soften the recommendation, or begin steering the customer toward replacement simply because the repair feels expensive to them.
But what is that based on?
The customer could have a $5,000 built-in refrigerator, they may love the appliance, replacing it may create a much larger expense, and $900 may make complete financial sense in their situation.
The technician is looking at the repair through their own financial lens instead of the customer’s.
I believe this is something we really need to address during our weekly technician training.
We should absolutely teach technicians how to help customers understand the economics of a repair, including the age and condition of the appliance, replacement cost, parts availability, other potential repairs, and anything else that legitimately affects the decision.
There are situations where replacing the appliance may make more sense.
What we don’t want is a technician deciding that something is too expensive simply because it feels expensive to them.
Imagine this like a pair of glasses.
Every one of us has our own money glasses based on our income, upbringing, experiences, and beliefs about money.
The problem happens when we put those glasses on the customer.
As owners and trainers, part of developing a great technician is teaching them how to recognize their own financial biases, present the facts clearly, and give the customer the opportunity to make their own decision.
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How scarcity thinking can hide in plain sight
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