7 Ways A CSR Can Be More Successful
Customer service representatives (CSRs) are the true front-line of any service company. For a Tech or Sales pro to even reach the front door, it takes a CSR to first book the call. So, it’s important …
Marketing
Hiring IS NOT Recruiting
One of the biggest problems I hear from small business owners is the challenge of finding and retaining good people. 99% of the time this is an activity problem. What do I mean? When I say this …
What kind of worker are you?
I was recently in Belize on a family vacation. I had this strange epiphany while there. That is that there are basically two types of workers. Those who are grinders and those who fill a seat. As CSRs …
3 Strategies to Handle a Price Shopper
We have all had those calls. The first thing the caller asks is “how much is your service call?” or “how much is a water heater?” Many CSRs do not know how to handle those calls or what to say to turn …
Are hand-written letters a thing of the past?
When was the last time you received a hand-written note? How did it make you feel? I know when someone takes the time to send me a hand-written letter or card it makes me feel good. How about when …
The True Cost of an Un-Booked Call
One of the most important metrics of performance is True Call Booking Percentage. This tells how effective a CSR is at converting a call into a sale. Although many companies do not track this metric, …
7 Toxic Behaviors Killing Your Bottom Line
Imagine going to work each day dreading an encounter with that one co-worker who makes everything miserable. There are many faces a toxic employee can take, and they can be found in every position. …
Eliminating Fear for CSRs
CSRs this one is for you! Have you ever been asked to do something that scares you? For example, outbound calling, rescheduling a client, talking about price, offering an add on, overcoming an …
Dispatcher FLU Is Decreasing Profits
As I am sitting here with flu like symptoms it reminds me of having the FLU as a dispatcher. Now I am sure you are asking yourself what does sniffling, aches, and fever have to do with dispatching. I …
The 3 Reasons CSRs are Losing Calls
CSRs work hard. They handle a multitude of different call types. They never know who or what is going to be on the other line. I spent several years as a CSR and I know that no two calls are ever the …
Defining the CSR Key Result Areas
As a business owner, manager, CSR, or Dispatcher you know what Key Results Areas are. You track them often, at least for your producers in the field. My question is, do you track them for your …
How CSRs Can Boost Top-line Revenue
When I talk to contractors I typically hear the same things. “Brandy I can’t get my phone to ring more often and more steadily.” “I need to find new avenues to get new business.” “I am …
HOW TO GET FREE TV ADVERTISEMENT
Great marketing is golden. And when it’s free, it’s inlaid with diamonds. Recently, my good friend Daniel Johnson grabbed some primetime free TV advertisement. [RELATED: How to …
HOW TO CALCULATE YOUR MARKETING COSTS
Marketing can be confusing. Advertising is critical for your residential service business, but most contractors struggle with the math. And this isn’t for a lack of intelligence. I actually …
COMPANY MAKES FUN OF 9/11 IN MARKETING VIDEO
There are some mistakes that can close the doors on a company. The ad shown in this video is one those marketing mistakes. Miracle Mattress in San Antonio Texas produced a marketing video that …
The differences between Branding and Selling
There is a lot of confusion over the differences between Branding and Selling. That’s a shame because it’s no secret. Here’s the difference, and what it means to your business:
An Interview with Matt Michel of the Service Roundtable
Matt Michel is the CEO and co-founder of the Service Roundtable. In this interview, we talk about: content, marketing, the expansion of the Service Alliance, and the future of Residential Contracting …
3 Critical Keys for a Successful Website in Residential Service
Back in 2002, the service business I worked for decided to build a website. Even though we were late to the game, many residential service business didn’t have a website at the time. We built …
What is SEO and PPC Marketing?
The S.E.O. and P.P.C. Marketing Campaign Explained This video explains the difference between SEO (Search Engine Optimization) and PPC (Pay Per Click). What is the difference and which one works best …
Mike Albritton Testimonial
Mike Albritton is in sales and marketing for an HVAC Independent Contracting Company called Harrell King Heating & Cooling located in Bainbridge, GA. Mike Albritton was kind enough to provide the …
ATP 001 – The 21 Reasons People Buy from You
Your client buys your services for more reasons than he "Needs" it. True, need is what got him to pick up the phone and call you. But, it is not the only reason.
In this podcast, we are going to …
Building your HVAC Service Company Base- Clients
Growing a strong client base is an important component to all business success. When independent contractors maintain strong online resources, offer great Scheduled Service Plans, and emphasize the …
The 7 Foundational Disciplines of Sales- #7: Referrals
Gaining strong referral contacts is an important component of the sales process because it keeps the sales cycle moving forward and expanding the company’s reach. Acquiring referrals at the end of a …
Social Media in the Independent Contracting World
Running an independent contracting company in the industries of HVAC, plumbing, and electrical requires preparation and planning ahead in all areas of business. But one area of business that is …
