Your Customers Don't Want a Sales Pitch (Give Them a Diagnosis Instead) | ft. Chris Fresh | Ep. 511 cover art

Your Customers Don't Want a Sales Pitch (Give Them a Diagnosis Instead) | ft. Chris Fresh | Ep. 511

Your Customers Don't Want a Sales Pitch (Give Them a Diagnosis Instead) | ft. Chris Fresh | Ep. 511

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🫱🏻‍🫲🏼 Book a Free Strategy Call with Tradie Web Guys: https://tradie.wiki/tssytMost plumbing businesses are losing jobs before the technician even picks up a wrench — because they're selling when they should be diagnosing. Matt Jones sits down with Chris Fresh from The Plumbing Sales Coach to break down why the traditional hard sell is costing trade businesses revenue, reputation, and repeat customers. Chris spent seven years inside a plumbing operation — first as a customer who hated the experience, then as the person who rebuilt it from the inside. Now he coaches hundreds of plumbing companies across the US, Canada, Australia, and the UK on a service-first approach that's turned $238 average tickets into $1,400-plus.This episode unpacks Chris's four-step diagnosing framework (symptom, cause, connections, and what else works just like it) and the three-option system that's pushing some of his clients past 96% close rates without a single pressure tactic. You'll hear why every call should trace from the fixture to the main, how to present repair-replace-upgrade options that let the customer decide, and why call-out fees become irrelevant when your conversion rate is high enough. If you've ever wondered how to increase your average ticket without feeling like a used car salesman, this one's worth your time.🎬 Watch the full episode on YouTube: https://youtu.be/-Yky8V4j4iwKEY CHAPTERS00:00 - Introduction01:54 - Meet Chris Fresh02:37 - Looking for Problems Is Your Obligation07:31 - Maximising Customer Lifetime Value09:23 - Unreasonable Hospitality in Plumbing12:22 - The Four-Step Diagnosing Framework14:25 - Natural Progression vs Checklists16:40 - Photo-Based Diagnosing Process19:16 - Increasing Average Ticket Size21:26 - Spend More to Win the Customer23:49 - The Seventy Thousand Dollar Lifetime Value25:24 - When Customer Retention Falls Away29:04 - Lessons from Car Dealerships34:18 - The Call-Out Fee Debate35:34 - Fixing Conversions With the Three-Option System41:31 - Memberships That Actually Work45:04 - Closing Remarks and ResourcesAbout the Guest: Chris FreshChris Fresh is the founder and CEO of The Plumbing Sales Coach, based in Indianapolis, Indiana. A former carpenter turned home service operator, he spent seven years running and rebuilding a plumbing business before launching a coaching programme that now works with hundreds of plumbing companies across the US, Canada, Australia, and the UK. His approach centres on diagnosing over selling and giving customers the information they need to make their own decisions.Website: https://www.theplumbingsalescoach.com/LinkedIn: https://www.linkedin.com/in/christopher-fresh-2a375076/CONNECT WITH THE TRADIE WEB GUYS!Website: https://www.tradiewebguys.com.au/YouTube: https://www.youtube.com/@TradieWebGuysOfficial?sub_confirmation=1Facebook: https://www.facebook.com/TradieWebGuysOfficialInstagram: https://www.instagram.com/tradiewebguys/LinkedIn: https://au.linkedin.com/company/tradie-web-guysMatt's LinkedIn: https://www.linkedin.com/in/iamthemattj/If you enjoyed this podcast, please take a moment to leave us a review:⭐ https://lovethepodcast.com/TheSiteShedLove the audio version of this podcast? Subscribe to the link below:⭐ https://followthepodcast.com/TheSiteShed#podcast #thesiteshed #tradiewebguys #plumbingsales #salesprocess #customerexperience #tradesbusiness #serviceoversales #closingdeals Your Next Step:Join Tradie Academy, our free community packed with templates, checklists, and resources shared by podcast guests, coaches, and successful tradies.👉 Join free and grab your next growth tool here: https://tradie.wiki/podFollow The Site Shed:Facebook: The Site ShedInstagram: @thesiteshedLinkedIn: Matt JonesWebsite: thesiteshed.comYouTube: @TheSiteShedIf you enjoyed this podcast and the series, please take 5 minutes to leave us a review:⭐ https://lovethepodcast.com/TheSiteShedLove the audio version of this podcast? Subscribe to the link below:⭐ https://followthepodcast.com/TheSiteShed
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