Excellent customer service begins the instant your office phone rings. Your CSRs need to be creating a fantastic experience for your customers through their call handling. At Power Selling Pros, we have an industry-proven approach to call taking that will get your team booking more calls and winning more moments. Trainer Erica Leonor is introducing all of the critical steps in this FREE video series.
The fifth step in call handling is to GIVE.
Giving of our time and expertise, as well as our attention to detail is really building relationships with our customers.
We want to be in the business of up-serving people versus up-selling them.
There are many different products and services that you could do for a homeowner that is really going to be better for them in the long run, but sometimes we just focus on the Band-Aid because we might be scared of up-selling them.
We need to have a different mindset about taking care of the customer. Instead of being afraid of upselling, having this mindset of, “You know, I’m really doing the customer a service when I spend the extra time fixing this main line or offering them a full replacement instead of just a Band-Aid repair,” is going to help us up-serve our customers.
Remember that customers don’t have the option of fixing something whenever they want. They don’t have a truck with the tools. They don’t have the experience and the time that you’ve spent into learning how to fix things. So that’s why they’ve called you.
If you have anybody that’s in your company that is like, “I would never pay $300 for a repair.” Well, of course they wouldn’t because they could just go out to the truck and get their tools and fix it. And they probably are going to fix it over and over until they just can’t anymore. But your customers don’t have that luxury, and really we want to save them the hassle factor of having to call us back a million times to try and fix something when we could have just done it right the first time.
Every person on your team really needs to believe in that pricing that you have, especially because your pricing is set for a reason. Your technicians may have the expertise to do it themselves, but your customers don’t, so they are going to pay for it. Even if you wouldn’t pay for it.
Please be in the business of up-serving them and giving them what’s really better for them in the long run, instead of just thinking, “Oh this person is never going to pay for this.” We can’t assume; give them those options. Let them decide what they want, but don’t get stressed up on, “Oh, I would never pay $300 for this, I would just fix it myself.” Of course you would! But your customer can’t, and that’s why they need need you.
So remember, step 5 is to GIVE to the customer and up-serve in every way.