The Anti-Time Hack

I have been spending a lot of time on the phone lately because our customers have a lot of questions about chimneys.  Really, there's nothing intuitive about lighting a fire in your house.  There is a certain amount of fear that people have when chimneys are involved.

The other day I spoke with a person who was buying a home with a metal chimney.  Just like every other appliance, metal chimneys have a lifespan.  This means, at some point in time, the entire system will need to be replaced.  Before understanding this, the buyer was getting ready to walk away from buying the home.

I ended up hanging out on the phone explaining chimneys to this home buyer for not less than 30 minutes.  This was the opposite of time hacking, but by hanging out on the phone with this person, I managed to alleviate some of her fears and build trust with this person.  Sometimes, this sort of service is exactly the value that you need to bring to make your service the one that customers rely upon.  She came to the understanding that the repairs being done to the would-be home were normal and that she shouldn't be afraid to buy the home.

By spending a little bit of extra time with this customer, her day was better and we brought value to her agent too.

I hope this helps and gives you permission to hang out with your customers when they need it!

To get a list of my favorite tools, check out my resource page at resources.timehackingradio.com.

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