In 60 Seconds
- •Stranger Danger: A mom at home alone is statistically anxious about opening the door to a strange man. Your job is to reduce that anxiety.
- •The Profile: A name and a generic icon is not enough. You need a photo, a bio, and a 'fun fact'.
- •The 'Dispatch' Notification: Automated texts should send the bio *before* the tech arrives. 'Mike is on the way. He loves fishing and has 2 dogs.'
- •Uniforms: Photos should show clean, tucked-in uniforms. It signals discipline and cleanliness.
- •Background Checks: If you do them, scream it. 'Background Checked & Drug Tested' should be on every bio.
The most dangerous part of the transaction is the Doorstep.
The customer doesn't know you. They have heard horror stories about contractors stealing, smoking, or being creepy.
Employee Bios are not about ego. They are about Safety.
When a customer sees the face of the person coming to their home, and reads that he "Coaches soccer" and "Loves Pizza," he stops being a Threat and starts being a Human.
The Perfect Bio Template
Don't write a resume. Nobody cares where he went to trade school.
Format:
- High-Quality Photo: Smiling. Uniform. No sunglasses. Good lighting.
- Role: "Senior Technician" (implies experience).
- Tenure: "With us since 2018" (implies stability).
- The Human Hook:
- Favorite Food: Tacos.
- Hobby: Hiking with my Golden Retriever.
- Why I love this job: "I love fixing things that are broken."
The "Dispatch" Integration
The bio acts best when delivered Just-In-Time.
- Customer books appointment.
- Tech is dispatched.
- Customer receives SMS:
"Mike is on the way! He has been with us for 5 years and is defined by his friendly attitude. View his profile here: [Link]"
- Customer clicks link -> Sees smiling Mike.
- Anxiety drops 90%.
Group Photos vs. Individual
You need both.
- Group Photo: Shows scale. "Wow, they have a big team. They won't disappear."
- Individual Headshots: Shows personal accountability.
Verification Checklist
- Badge IDs: Do the photos show their ID badges? (Adds authority).
- Consistency: Is the background the same for everyone? (A white wall or the side of a branded truck works best).
- Updates: Remove fired employees immediately. It’s a security risk.
Common Mistakes
[!TIP] Highlight "Certified" If Mike is NATE certified or a Master Plumber, put that badge on his bio. It explains why you charge $150/hr while the handshake guy charges $50.
- Selfies: Don't use car selfies. Hire a photographer for 2 hours. It costs $300 and makes you look like a Fortune 500 company.
- Missing Info: A profile with "Name: Bob" and no photo is worse than no profile. It looks suspicious.
FAQ
Q: My techs hate taking photos. What do I do? A: Briebery. "Free lunch and $50 if you smile for the camera." Or make it a condition of employment.
Q: Should I put their last names? A: Usually just "Mike S." or "Mike Smith". First name + Last Initial is safest for privacy if you are worried.
Sources and References
- ServiceTitan: Customer Experience Report - The impact of "Tech Bios".
- Psychology Today: The Psychology of Trust - Facial recognition.
Changelog
- 2024-07-14: Initial publication.
Read Next in This Hub:
- About Us Page - The leadership team.
- Video Testimonials - Hearing from customers.
Related System:
- Follow-up Systems - Sending the bio via SMS.