This sucks: When a customer says they need service “ASAP” but you’re booked out ’till next week. You try to reason with them… Maybe you offer a discount? You tell them your guys are the…
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What NOT to Say When Answering the Phone
Nine of Power Selling Pros customer service experts bring you training on what NOT to say to your customers. What they’re covering today is: what not to say when you first answer the phone. So,…
The True Cost of Not Booking Calls
Sometimes our call handling team is not concerned about missing opportunities to book every call because, “You can’t book them all.” Right? Wrong. Do you know what the true cost of not booking a call…
Your Team CAN Change
Imagine if you had a reliable method for turning all of your CSRs into empowered problem solvers like customers want, eliminating bad customer experiences and easily converting those one-time customers into lifelong clients, recurring revenue…
3 Things You NEED to Know About Today’s Customers
Back in the day, you used to be able to succeed by providing good service, in a timely manner, at an affordable price, and then call it a day. But that’s not the case anymore….
3 Steps to Make Your Business Succeed with Customer Service
We’ve seen contractors just like you pull their business through recession like times, times where they thought they were going to lose everything, on the back of their amazing customer service. Here’s how you can…
The Power of Pre-Framing: How it’s Affecting Your Company Right Now
There’s this little concept in advertising called pre-framing. Pre-framing is how you get your customers into a certain state of mind before they call your company or before they visit your website. Pre-framing explains why…
Why Your Business Priorities are Fake
Here’s a fascinating bit of information I learned reading The Hustle newsletter this week. It is that the word priorities (ending in S; the plural version of priority), priorities is a relatively new word. The…
How to Plan for WOW Experiences in Your Budget
One of the best ways to ensure you create an amazing, wow customer experience every time you serve somebody is to budget for it, to plan it into your expenses. Let me give you an…
You are Worth the Price You Charge
I recently trained a company, and they’re facing a problem that a lot of contractors face: they don’t charge for their service calls. They don’t charge to do an inspection in a customer’s home. Now,…
Nobody Calls Your Business for Fun
Imagine this conversation: “My love, I’m bored. What do you want to do today?” “I don’t know. What you want to do today?” “I don’t know baby. What do you want to do?” “Let me…
One and Done: Resolve Calls the First Time
As a business owner or leader, do you understand the value of resolving a call? Most home service companies are able to quantify the cost of an inbound call. But how many of them actually…
How to Keep Your Team Motivated
Erica Leonor is here to talk about motivation. Have you ever gone to a really cool conference or a concert or listened to a good book or a good song, and you were pumped up…
How to Sell Maintenance Plans Over the Phone
You must sell maintenance plans over the phone. Here’s an easy way to build recurring revenue that keeps your business safe and helps it grow.
The HVAC Company’s Make-Or-Break: Employee Belief-O-Meter
Growing your business starts with a dedicated team who stands behind the products and services you provide. Business owners and managers in the home services industry: does your team believe in what they are selling…
Acts of Excellence in Your Company
Business owners, managers, and leaders in the Home Services industry, think for a second about a moment of greatness that you have witnessed or read about in your life. A truly exceptional act that made…
Quit Throwing Money Away: How To Avoid the Most Expensive Mistake Contractors Make
Right now, every phone call that goes un-booked and every technician appointment that doesn’t result in a bigger job or maintenance agreement is your fault as a business owner. It’s easy to blame your CSRs…
5 Simple & Valuable Ways to Invest in Employees
“I just feel so honored to work here. It’s a privilege to be part of this team.” That’s how a coaching conversation started with a CSR at a particular HVAC and plumbing company I had…
How to hire an invested Customer Service Representative
It’s no secret that turnover rates for customer service representatives top most other jobs in the United States, especially if your team operates from a call center. I often hear business owners ask, “How do…
What Millennials Want From the Home Services
For the last generation or so, most home service businesses have been able to focus their marketing efforts on America’s largest population of homeowners: the baby boomers. Things, however, are changing. Millennials now account for…