Word of mouth can be such a powerful and underrated marketing tool and the best way to get a good word out is to have some kick ass customer service skills.
Communication is the core of business success. Here are 7 simple ways to improve communication between dispatchers and technicians that every business owner needs to start trying TODAY.
It’s summer, 95 degrees outside, and you are booked over capacity. So how do you fit in another job? Organize your scheduling, define your pricing strategy, and develop a compensation strategy. Learn how to book another job once your schedule is full.
Companies are able to grow when their customers are delighted. Being able to be the hero to your customer on the most stressful day of their week or month can be revolutionary for your business.
Documenting your business is really about changing your company's approach to getting better. You'll know you're doing it right when your staff asks to share your docs where they make an impact.
"It's been six months since we installed your furnace. Are you happy with it? Also, I remember seeing some stains from standing water. I know someone who could help. What do you think?"
Now that you’ve got your own contracting business, you’re free to give discounts to customers at your own discretion. Discounts make a big, fast impression. But do you let your employees give discounts?
Companies are still run by people just like you and me. If there’s one absolute certainty in our lives it’s that we will, whether real or manufactured by a customer, make a mistake at some point.
Remember how excited you were the day before you opened your doors for business? The future was uncertain, but full of untapped opportunity. You couldn't wait to get started serving all those new clients. When it comes to business and new clients, you have to take the good with the bad, and the bad means working with difficult customers.
There are a lot of qualities that make a great salesperson. A competitive drive is essential, but so is a level of empathy to understand how a potential customer feels.
Reaching out to a customer after a job to thank them for the opportunity is more than just good manners – it's a way to build a relationship. Demonstrating to a customer that you listen is one of the key ways you'll earn their respect, trust, and ultimately their long-term business.
There was a trend on social media where people would post a collection of 10 things that require zero talent that can make you better. You may have seen these lists before; the message behind these lists is that anyone can make a tremendous difference in the success of their life and their profession. This has led me to reflect back to when I was a HVAC service technician.
In order to feel good about a purchase, customers need to be in control of the decision. Hard pressure tactics leave customers feeling buyer's remorse almost immediately because they feel like they've been put in a weakened position.
Before jumping on board and hiring a pricey agency or digital marketer to join your team, there are plenty of things you can do for free that can significantly increase the amount of internet traffic coming to your site. Plus, by making these changes, you can positively build relationships with present and future customers.
If you ask a technician who is just starting out to estimate the cost of a job, they will definitely take into account labor (the work they have to do) and probably materials. The tech might even include a markup for profit. Since you have to cover all the bills, not just the jobs, you know that there’s a lot more to pricing a job.
A couple of weeks back I talked about how to properly charge for a service fee. This week I want to use a lot of the same principles but this time talk about the ever-important maintenance club memberships most contractors offer.
Let’s look at how technology can help you attract and retain new and younger “millennial” technicians to your home services business.
In the field service industry, techs are in a unique position to get to know the customer better than many other professionals because of how close-to-home (literally) the work they perform is. While this has its pros, there are also a lot of cons to working so closely with customers, one being the heightened expectations they have.
Have you you thought of using your distributor as a way to grow your business? Because when you think about it, your distributor wants your business to succeed as much as you do; if you are getting paid faster and turning more jobs, you’ll be buying more. They win too!
Club Memberships are an upcoming strategy I’m seeing many many home service businesses implementing.
Summertime the “busy season” for many field service companies. Landscapers take care of lawns, roofers capitalize on nice weather, HVAC techs install new air conditioners, and more! Preparing for the extra business is difficult. Any inefficiencies in your off-season will be accentuated and can cost a company potential business and revenue!
I bet the phrase "death by meetings" rarely comes up from staff at small contractors. Who has time for boring yak sessions outside the big jobs today? When more than half of your team is out working jobs for homeowners, the phones are ringing, and you already know you're going into overtime, why pull everyone away?
Hiring great people is absolutely key to running a great business and often, new business owners think that means hiring smart people. Lee Iacocca once said his secret to success was to "hire people brighter than me and then I get out of their way." It's great to hire smart, but my experience is that smart isn't the most important quality.
Customers switch providers for all kinds of reasons. However, a poor customer service experience drove the decision of a whopping 72% of service company customers who switched to another provider. Why? For the most part, that interaction with a CSR is the main interaction the customer has with the company and represents the company.
Nobody likes to hear "No" from a customer. When you've made a significant investment of time and effort to explain and present great options only to have the customer tell you that they just want the quick and inexpensive fix, it can be easy to take the work you've done, crumple it up and "circular file" it.
My #1 priority on what the employer must always provide for the employee is a safe working environment and a critical component of that is making sure that technicians are well versed in how to keep themselves, their coworkers, and your customers safe when a job is being done.
Field Technicians are the face of many companies and now mobile technology investments must shift in focus from just cutting costs and increasing efficiency to really being about the customer.
In most service companies, a dispatcher typically calls the customer to let them know that the technician is on his way. They may give an estimate and let them know who the technician will be.
The end of the year is coming; as your budgets are being assessed, you might have found some extra money left over! Now, there are some pretty standard ways to use the money like paying down loans, replacing old equipment, buying supplies for next year, or giving out bonuses. In addition to these "housekeeping" efforts, here are some different ideas on how you can use those funds to improve your business.
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Turn Around Problems for Your Customers.