Tough Conversations - Special Guest: Ted Schnettler with One Hour Heating and Air Conditioning

Waste No Day: A Home Services Motivational Podcast

Brian Burton & Nate Minnich

Entrepreneurship, Business, Business:entrepreneurship

5.0 • 547 Ratings

🗓️ 24 May 2021

⏱️ 99 minutes

🔗️ Recording | iTunes | RSS

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Summary

In today’s show, we interview special guest Ted Schnettler on the topic of tough conversations. Ted is a return guest to the show and serves as the service manager for One Hour Heating and Air Conditioning in Lancaster, PA. we decades of experience in the field Ted has found his fair share of tough conversations both with employees and coworkers. Tough conversations are a part of life and getting better at them is a predecessor of success. Ted shares his insight on how to go about communicating with a client on various situations ranging from callbacks to bad news and how he goes about resolving the conflict for a win.

Transcript

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0:00.0	Something called the three Fs, feel, felt, and found.
0:05.9	That is a way of just comforting the customer and saying, hey, Mr. Jones, I know how you feel.
0:11.8	Others have felt that exact same way in the past, but what they have found is after giving us the opportunity to help out in this situation, we get good results.
0:20.1	The feel part is recognition saying, hey, I understand.
0:22.4	I know where you're coming from.
0:23.5	The felt is the social acceptance saying, hey, other customers have felt that same way in the
0:28.9	past.
0:29.9	And the found is, hey, we have a resolution that we can offer as well.
0:37.1	Welcome to the Waste No Day podcast, a podcast specifically for and about the home services industry as it relates to plumbing, heating, air conditioning, and electrical.
0:48.9	More than a podcast, Waste No Day is a credo, a determination, a mindset.
0:54.5	It is a never-ending discipline. It is a never-ending discipline.
0:56.6	It is a refuse to lose pursuit.
0:59.1	It is a wake-up call every morning to waste no day.
1:03.1	Now here's your host, Brian Burton and Nate Minnick. Hey, welcome to another episode of the Waste No Day podcast.
1:18.3	I'm your host Nate.
1:19.5	I'm Brian.
1:20.7	And we have a new subject and a new week for you here.
1:23.8	This time we're bringing up the subject of tough conversations with customers.
1:27.2	So make sure
1:27.8	you stay tuned for later on in this podcast. We'll be interviewing Ted Schnettler. Really looking
1:32.7	forward to him speaking into the subject at hand. He has a ton of experience doing this, not only as
1:38.8	a service technician, but also as a service manager at this point, meaning that he has the angle from
	...

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