HOME SERVICE BUSINESS OWNERS: FILL YOUR APPOINTMENT BOARD!
This Program Helps the Industry's Top Companies Book Over 85% of their Phone Calls into Excited Customers
Your CSRs get one-on-one coaching, twice a month, where we compare their own recorded calls to the best in the industry. You get accountability that leads to results.
Schedule a call to learn how this program can make you more money.
How We Ensure Results:
- We implement our trademarked Pattern for Excellence, THE proven framework to WOW your customers & convert more calls to appointments, with your call-handling team in an initial training. It's your new Customer Service Operating System.
- A dedicated coach works with each CSR, one-on-one, twice a month to practice with them and hold them accountable to results.
- A trained team of call monitors listens to your CSR's recorded calls. The calls are then used in coaching sessions.
"Accountability leads to results."
Three Dynamic Benefits:
- "WOW" Customer Service creates customers for life.
- Over 85% call booking rate.
- CSRs sell more maintenance plans, add-on products, and other high value services for your service business using our proven and predictable process.
How You Make More Money...
⬆ Watch to learn what happens when you book just one more call a day. ⬆
With the right coaching, your CSRs can book at least one more call a day.
And with an average ticket of $500…
And 250 working days…
One more call a day means an extra $125,000 in annual revenue PER CSR.
- The way to start every conversation so that customers WANT to talk with you.
- How professional athletes build uncommon confidence and sustain it for decades, and how you can apply the same secret to your call-handling.
- The key to gaining a homeowner's trust at the beginning of every conversation.
- How to connect on an emotional level with your customers, even if they're battle-hardened attitude gives the impression that they have no feelings.
- What customers need to feel hopeful and reassured that you're the answer to their problems, even if you're the most expensive and busiest company in your area.
- The question the industry's top-performing CSRs ask to achieve the highest booking rates in their market.
Coach Your CSRs to Increase Revenue
- How to sell your dispatch fees so that customers pay them without hesitation and look forward to your arrival with eager anticipation.
- The right way to offer your additional services so that customers don't automatically say "no thanks, we don't need anything else."
- What to say to overcome price objections before they even come up.
- The "easy as ABC" plan for batting down price objections no matter when they come up in the phone call.
- How to book the call even when you're booked solid.
- How to turn wrong number calls into paying customers.
- What the companies with the most loyal customers do to turn angry callers into customers for life - even when the customer is wrong.
- Boost your recurring revenue when your CSRs learn to sell service agreements over the phone to new callers, repeat customers, price sensitive customers, and even angry callers.
- The Happy Call scripts that turn one-time service customers into loyal recurring customers who refer all their neighbors to you.
- What it takes to save the appointment when a customer calls to cancel.
Gain Access to Our Industry-Famous Call-Monitoring Process That Ensures More Calls Get Booked and More Customers Get WOW'ed.
Most companies have no idea how to measure CSR performance.
The Monitoring Process:
- We monitor outbound and inbound calls, looking for call quality principles and call conversion.
- You get a customized report that shows if they are hitting your KPIs, delivering quality customer service, classifying calls correctly, and taking advantage of additional revenue opportunities.
- Each report shows you the progress of your CSRs over time.
- We provide recommendations based on our findings and over 10 years of experience helping companies WOW their customers over the phone.
Why "WOW" Customer Service Matters Now More Than Ever:
“I cringe when I hear our phone calls…”
“Something has to change…”
“My ears want to bleed when I listen to our calls…”
These are just a few of the ways that Service Business Owners all over the country share with us the same problem:
The quality of their CSRs’ phone calls STINKS 💩.
To make matters worse…
Your customers feel the same way. 52% of customers report that they feel customer service is worse now than it was a year ago.
You might be thinking to yourself “not us… we served 10,000 customers last year…”
But let me ask you this: how many of those customers are recurring maintenance plan members with you today? How many of them will call you again next time there’s a problem?
The future value of your business will be determined by the number and quality of people that do business with you on a recurring basis. It’ll be based on how well you play in the “subscription economy.”
Here’s the deal:
It’s 2021. You no longer compete with just your fellow Service Businesses…
You compete with every brand and voice in a customer’s head. You compete with all the companies that influence your customer’s expectations.
You compete with:
- Amazon – and how they’ve influenced your customers to want service fast and cheap…
- Apple – and how they’ve trained customers to expect A+ quality and speed every single time they buy something…
- Netflix – and how they’ve set the expectation that a service should run so smoothly that there’s no need to contact customer service…
- Disney – and how they’ve conditioned your customers to expect magic at every corner, perfection in every little detail…
- Google – and how they’ve quite literally changed the way people search for and get answers to their questions…
“But how is a small business owner like me supposed to compete with all that??”
The answer is simple:
You and your people must care more.
You need to teach yourself and your people to:
- Be Positive
- Be Prepared and Confident
- Listen
- Care
- Give Generously, Always Saying “Yes”
- Proactively Ask for People’s Business
- Be so Valuable that Working with You is a No-Brainer
- Be Grateful for Every Opportunity to Serve… Leave no Doubt That You Cherish the Opportunity to Serve a Customer