Good/Better/Best Presentation (Tech)

Purpose

How service technicians present Good/Better/Best options to customers during service calls, distinct from the sales rep approach.

When to Use

After diagnosing a customer's issue during a service call, when presenting repair or replacement options.

Procedure

Building Options on a Service Call

After diagnosis, determine 2-3 viable solutions ranging from minimum fix to comprehensive solution.

Build each option in ServiceTitan:

- Good: Repairs the immediate problem. Gets the customer back in service with a standard approach.

- Better: Fixes the problem and addresses related wear or risk. Better materials or equipment. This is your recommendation for most situations.

- Best: Premium solution — new equipment, longest warranty, addresses all related concerns.

Not every job needs 3 options. If there's only one right fix, present it. If repair vs. replace is the question, that's your Good vs. Better.

Presenting as a Tech

Show the customer what you found — walk them to the problem, use your phone flashlight, take photos.

Explain in plain language: "Here's what's going on, and here's what I recommend."

Present options on your tablet. Walk through each one.

For the recommended option, explain why: "I'm recommending this one because [specific reason related to their home]."

If the cost is significant, mention financing proactively: "We do have financing available if that makes it easier."

Ask: "Which option would you like to go with?"

Tech vs. Sales Rep Roles

• Techs handle: Repairs under $5,000, straightforward replacements, service call options.
• Sales rep turnover: If the job is large (major replacement, repipe, sewer, etc.), present the tech's findings and recommend a sales rep follow-up. "Based on what I've found, I'd like to have our [sales rep/comfort advisor] come out and walk you through all the options in detail."
• Don't try to sell a $15,000 repipe during a drain call — diagnose, document, and set up the turnover.

Important Notes

• Your job is to present options honestly. The customer decides.
• Never skip the Good option just because you want the bigger sale.
• Photo documentation supports every recommendation — take before/during/after photos.
• If the customer declines all options, respect that. Close the call professionally and log the outcome.

Related SOPs

• Flat Rate Book Usage & Updates — building pricing
• Financing Options Explanation for Techs — discussing payment plans
• Authorization Requirements by Dollar Amount — approval thresholds