What to Do With Profit Before You Spend It
An owner sent me his numbers this week. They were good. Gross margin was up. Net profit was real for the first time. The small disciplines he had been grinding away at for months were finally starting …
Revenue
How to Close More HVAC and Plumbing Jobs by Following Up on Unsold Estimates
You quoted the job three weeks ago. It was a good call. Your tech ran the diagnostic, found the real issue, and presented the options the way he should. The homeowner looked at the numbers, nodded …
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 …
3 Questions on Customer Service
You may be in the plumbing, electrical, roofing, or air conditioning business, but that is not the core of your business. The core of your business is customer service. You are a customer service …
What is the Power of PACT 12?
Okay, you have seen or heard of PACT 12 by now. Already some of you have formed your own opinion about PACT 12 and Service Excellence Training. Many of you know our team to be one of the best in …
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 …
Grow your sales with your current team
Do your techs have the ability to convert the calls they go on into Replacement Sales? Converting HVAC, Plumbing, and Electrical repairs into a replacement is a critical skill. This critical skill …
3 Attainable Traits of the Highest Producers
The best in the world all share some common traits. When you apply these same traits, you can get similar results. This is why Top Producers are studied so closely. At a recent international …
An Interview with Ron Magrini – Boosting Tech Revenue with Focus and Games
In this post I interview Ron Magrini. We discuss several ways to boost tech revenue. The topics range form creating focus to playing games. Ron Magrini is a co-owner of 24 Hour Services in …
