Since then, Brenda hasn’t had to worry about training her people or if they’re going to sound good. Their coach takes care of it.
“It’s fun to do a review with them and see how they didn’t think they’d ever get past pushback [from customers]. But he (Nathan) just gave them a new thing to say… Nathan has changed all of their verbiage. You never say ‘we’re booked today.’ You say ‘here’s what I can do for you.’ You focus on solutions. You focus on what you can do.”
They’ve put between 20-25 CSRs through one-on-one coaching, and they’re all booking between 90-95% of their calls. One marketing agency called “BS” on Brenda, saying there’s no way her booking rates are that high, only to learn that it’s true – and that it’s possible.