The idea behind Jobs To Be Done (JTBD) theory is that people “hire” products to do a certain job they want done. They’re looking for a solution to provide a particular outcome. A great example of JTBD is wanting a ¼” hole in a board. There are many ways to do this job: use a chisel, a pick and hammer, hire someone to create the hole, or buy a drill to create this hole.
The questions customers ask when choosing a solution is which one is faster, more accurate, the highest quality, and/or the easiest to accomplish. Depending on how the customer values each of these factors – and the number of times they will do this job – they’ll “hire” (purchase) an appropriate product or service.
What are example Jobs To Be Done for home improvement and remodeling customers?
What are example Jobs To Be Done for home improvement and remodeling salespeople?
None of these JTBD statements include any mention of a solution, technology, product, or service. It’s important at this point to not assume any solution, only to define the Job To Be Done.
Creating a positive customer experience has a tremendous impact on your bottom line, leading to repeat sales and higher sales totals. While one school of thought is to focus on selling processes, this methodology fails to consider the entire customer experience. A better alternative is to implement the Jobs Theory or Jobs-To-Be-Done (JTBD) method to improve home improvement and remodeling industry performance.
The goal of using the JTBD method is to identify all of your customer’s jobs and develop a product or service around solving these jobs.
Approaching product creation in this way will allow you to create a product or service that is faster, more accurate and easier to use than your competition.
When it comes to improving sales and organizational performance, it’s easy to get stuck thinking about what changes your team can implement. However, the bigger and more practical question is how your product or service helps your customer solve their job to be done? “Job” is shorthand for what a person is really trying to accomplish in a given situation.
Every customer has a specific job or series of jobs that need to be completed. The more jobs your product or service can help with, the more valuable it will be to your customer. This is why multi-functional products tend to be successful, given that they help solve multiple jobs. The goal of using the JTBD method is to identify all of your customer’s jobs and develop a product or service around these jobs. Approaching product creation in this way will allow you to create a product or service that is actually helpful to the customer, and exceed expectations.
Your customers have Jobs to Be Done, and so does your home improvement and remodeling sales teams. Their JTBD is to educate, delight and close the customer creating a win/win scenario. To solve the sales team JTBD, resource that many teams (and customers) find especially helpful is a visual CPQ. A well-designed product configuration system combined with JTBD can provide a seamless process from beginning to end, drastically enhancing the customer experience from research to installation.
The first step in designing any visual product configuration system is to document the jobs a customer needs to be done. Design Center facilitates this through the Ideation stage of IDEAS product development. Your system needs to be designed with the goal of helping the customer complete as many jobs as possible while still being easy to use and understand.
Knowing how your product configuration system helps customers accomplish their jobs is advantageous to both your sales and marketing teams since it gives them better leverage to position your organization’s product or service as highly useful to the customer. The more helpful you can position yourself, the more you will stand out from the competition.
As you know, when it comes to home improvement and remodeling, visuals are everything. Whether a customer is simply deciding between two different kitchen cabinets or figuring out if they want to take the plunge on an addition, having a visual reference can make or break a sale.
A strong product configuration system will assist your sales team as they help customers figure out exactly what they want. Being able to quickly render potential changes solves the customers JTBD to visualize what they will be getting and make adjustments according to both their budget and their taste. This is also an excellent opportunity to upsell materials, work, etc.
Visual CPQ gives customers confidence in their decisions regarding materials, style, etc. In turn, this improves the accuracy of the rendering and quote. When sales reps can quickly generate a quote, they can immediately allay any cost concerns, answer questions, and make modifications to get customers the exact specifications they require. This makes it easy for customers to make a decision quickly, helping your sales team close more sales, often with a higher value thanks to upsells. This is a double JTBD win.
A digital product configuration system also helps ensure your customers are getting exactly what they order. Visually the customer can see what to expect. Behind the screen, all of the exact specifications are sent to manufacturing or the contractor so it can be built precisely in the way the customer wants. This helps cut down the level of communication required between the customer, sales team, and contractor.
Additionally, contractors will have the diagrams, specifications, and visual renderings needed to make sure they meet customer expectations.
A well-designed and thought-out JTBD framework benefits every department involved in the revenue enablement process.
Tracking and measuring KPIs, such as the time for sales conversion and the dollar value of contracts, will be a major tell in determining the overall impact of incorporating JTBD into the development of your product configuration system. Designing with your customer’s jobs in mind helps you develop your system and adds value to the customer while benefiting every department involved in the revenue process.
Are you ready to transform your organization and see revenue numbers grow with the help of a quality product configuration system and better revenue enablement? Talk to one of our strategists today.