3 Steps to Closing More Calls

33 Mile Radius

Some calls just better than others

• Why?

– They flow

– They Help the Customer

– And They Convert into Jobs!

It’s Important

• Cost effective

• No wasted marketing dollars

• Guaranteed to make you more money

Great Calls vs Bad Calls

Great Calls

• Tell the customer who they are calling

• Guide the customer

• Do not talk about cost

Bad Calls

• Do not tell the caller who they are talking to

• Let the customer lead the call

• Talk about cost

Three Steps to Call Happiness

Step 1

Tell the client who you are

• You have to answer the phone each and every time the same way and in the same tone. The start of the call is the most important step.

Step 1

• An Example: “Thank you for calling Professional Restoration Services. How can we help you?”

Step 2:

Ask the Right Questions

• You must guide the caller into getting the important information from them. Letting them ask the questions will eventually turn the conversation about price.

Step 2

• Example:

– Caller: I came home and my washing machine had flooded through the floors.

– Contractor: I am sorry to hear that, but that is what we are here for, and we can take care of this situation for you. Are you the homeowner? If so, do you have insurance?

Step 3

Giving too much information

• Giving the client too many details will cause them to ask more questions that always end in price. Home contractors generally can not compete on price over the phone

Step 3

• Example: – Caller: Yes, I am the homeowner, and we do have

insurance. How much is this going to cost?

– Contractor: Sir, I can’t know how much it will cost until I inspect the property. I don’t want to quote you something that is not accurate. I can tell you that we will come out and give you a free estimate, and if you like our quote, we will be prepared to start work at that time. Also, we can bill your insurance directly. What is your address so I can have my lead technician out there is 30 minutes.

Better Calls = More Jobs = More Revenue

• Implementing a new process takes time

• Find your voice and train all employees to follow the same pattern

• Review all incoming calls with call tracking / recording

• Always be fine tuning the script

Conclusion

Remember – Calls are the life blood of your business if you fumble the snap what else are you missing?