Sometimes our call handling team is not concerned about missing opportunities to book every call because, “You can’t book them all.” Right?
Do you know what the true cost of not booking a call with your customers is?
In the home services industry, companies like yourself spend between $300 to $600 on average for each phone call that comes in.
For emphasis, that’s $300 to $600 per phone call you get.
So if you’re booking 70% of your calls, that means 30 out of every 100 calls that you pay to get doesn’t do business with you. And if you do the math on that, that means you’re spending between $9,000 to $18,000 for phone calls that don’t even become your customers.
Let’s take it a step further. Let’s assume that each of those customers, if they would become loyal to your business, will probably spend somewhere in the range of $10,000 with you over their lifetime. That’s $300,000 in lifetime value that’s just gone, poof, disappeared.
It’s gone because we didn’t book the initial phone call that we paid $600 to get in the first place.
Your CSRs need the tools to book every call and wow every customer.
If you’re not already enrolled in our one-on-one CSR coaching programs, you should be! When you enroll in the month of November, in addition to your initial training with our team, you’ll also get an additional FREE training.
Still not sure? Here’s what we do:
1. We teach your people the Pattern for Excellence: a proven, customer engagement framework for the next generation of small businesses.
2. We hold them accountable to results with twice a month coaching sessions.
3. We train and coach our own trainers and coaches.
Stop losing out on the lifetime value of customers, and start booking 85%+ of your calls.
Give us a call, and let’s create a plan for your business.