Today's Electrical Flat rate tip.
Is your Electric Flat Rate Company making follow up calls after every service call?
The importance of killing buyers remorse, and solidifying the overall experience, is part of the follow up call.
Use this time to ask some reference questions, such as:
Was the customer service rep cheerful and helpful?
Did the Technician wear his shoe booties when he was in your home?
Did HE/SHE answer all your questions, and explain everything that was done?
And how would you rate the overall service which you received from us, 10 being excellent, and 1 being poor?
Do have any comments that you would like me to note?
(FINAL QUESTION) Is there anything that we can do for you today?
Best of profit!
---Jim
Saturday, August 9, 2008
Friday, August 8, 2008
Electric Flat Rate Tip OF The Day!
Electrical Flat Rate Tip of the Day!
Welcome back to my electrical flat rate tip blog.
Todays Tip:
The Customer Service rep introduction. It is imperative that the phone is answered the same way every time.
The customer calling in hears your CSR Script for the first time, gets a great experience when the Tech does the work, hears from you after the fact, and maybe even gets a thank you card.
So why is the Script so important? When a repeat customer calls in, and they hear that script just as they did the first time. They already have it in their mind that the experience will be the same!
Best of Profit!
---Jim
Welcome back to my electrical flat rate tip blog.
Todays Tip:
The Customer Service rep introduction. It is imperative that the phone is answered the same way every time.
The customer calling in hears your CSR Script for the first time, gets a great experience when the Tech does the work, hears from you after the fact, and maybe even gets a thank you card.
So why is the Script so important? When a repeat customer calls in, and they hear that script just as they did the first time. They already have it in their mind that the experience will be the same!
Best of Profit!
---Jim
Wednesday, August 6, 2008
electric flat rate tip of the day
Electric flat rate tip of the day!
Today's electric flat rate tip, has to do with your advertising!
Put a unique 4 digit tracking number in every advertisement, flyer, telephone book, Internet ad, Internet email, business card etc. In the upper right hand corner of all of them.
Add the following line to your Customer Service persons script.
So may i ask you how you heard of us today?
(customer speaks)
Excellent, we are doing a marketing survey, would you please look in the upper right hand corner of our add, there is a 4 digit number, will you please read back that number to me.
Now, create a system to track all of these numbers, so you as the owner can see what is working, and how much revenue each campaign is creating for you.
For more details drop me an email, with your question.
Best of profit,
---Jim
Today's electric flat rate tip, has to do with your advertising!
Put a unique 4 digit tracking number in every advertisement, flyer, telephone book, Internet ad, Internet email, business card etc. In the upper right hand corner of all of them.
Add the following line to your Customer Service persons script.
So may i ask you how you heard of us today?
(customer speaks)
Excellent, we are doing a marketing survey, would you please look in the upper right hand corner of our add, there is a 4 digit number, will you please read back that number to me.
Now, create a system to track all of these numbers, so you as the owner can see what is working, and how much revenue each campaign is creating for you.
For more details drop me an email, with your question.
Best of profit,
---Jim
Tuesday, August 5, 2008
electrical flat rate tip of the day!
Electrical flat rate tip of the day!
Today's tip:
Warming up the customer.
Are your techs making enough conversation with the clients or are they jumping right into the call.
As owners we need to properly coach them, to stop there natural instincts to fix things, and teach them to make small talk.
This makes you a real person, in the customers eyes, and separates you from the rest of the yucks, in a truck.
As soon as you walk in the door, smile, make eye contact greet the customer with Mr./Mrs. (last name), introduce yourself as (your name) from (your service company) and find something to compliment them on.
Pet the dog, or the cat!
Say hello to the child.
Ask friendly non intrusive questions about an item or picture in the home.
The idea is to speak with them a good 5 minutes before doing any sort of business.
If offered a soda. tea, water or coffee. accept the water! and if asked to sit down. SIT!
They are looking you over and deciding if they want to have you in there home.
That's it for today, see ya tomorrow,
---Jim
Today's tip:
Warming up the customer.
Are your techs making enough conversation with the clients or are they jumping right into the call.
As owners we need to properly coach them, to stop there natural instincts to fix things, and teach them to make small talk.
This makes you a real person, in the customers eyes, and separates you from the rest of the yucks, in a truck.
As soon as you walk in the door, smile, make eye contact greet the customer with Mr./Mrs. (last name), introduce yourself as (your name) from (your service company) and find something to compliment them on.
Pet the dog, or the cat!
Say hello to the child.
Ask friendly non intrusive questions about an item or picture in the home.
The idea is to speak with them a good 5 minutes before doing any sort of business.
If offered a soda. tea, water or coffee. accept the water! and if asked to sit down. SIT!
They are looking you over and deciding if they want to have you in there home.
That's it for today, see ya tomorrow,
---Jim
Monday, August 4, 2008
electric flat rate tip for today
Welcome back to my electric flat rate tip of the day!
Today's tip:
As soon as the Technician arrives at the door he should hand the customer a business card before trying to shake the customers hand.
Some customers may not want to shake your hand, thinking that they are dirty.
Today's tip:
As soon as the Technician arrives at the door he should hand the customer a business card before trying to shake the customers hand.
Some customers may not want to shake your hand, thinking that they are dirty.
Sunday, August 3, 2008
electric flat rate tip for today
Welcome back to electric flat rate pricing:
Today's tip:
Some of you that know me already, know that I am big on the customers first impression.
So appearances are huge for me, from what the customer sees. Here are just a few of the most ideal...
Clean pressed white shirts, with embroidered custom company logos. (keep extras on truck)
If a T-shirt is worn, it must be white with no writing.
Black or charcoal grey pants.
Black boots.
A black belt.
Shirt tucked in.
A company name badge, also with logo.
Shoe protector (hospital booties), drop me a line and I will tell you where you can buy them.
A red mat immediately rolled out upon entering the house.
A clean shaved tech (no facial hair)
Clean cut short hair for male techs. Hair pulled back for female techs.
A SMILE
A pleasing confident voice.
An invoice pad and clipboard.
A separate YELLOW note pad.
A clean flat rate book.
These are just a few. For more drop me an email.
Today's tip:
Some of you that know me already, know that I am big on the customers first impression.
So appearances are huge for me, from what the customer sees. Here are just a few of the most ideal...
Clean pressed white shirts, with embroidered custom company logos. (keep extras on truck)
If a T-shirt is worn, it must be white with no writing.
Black or charcoal grey pants.
Black boots.
A black belt.
Shirt tucked in.
A company name badge, also with logo.
Shoe protector (hospital booties), drop me a line and I will tell you where you can buy them.
A red mat immediately rolled out upon entering the house.
A clean shaved tech (no facial hair)
Clean cut short hair for male techs. Hair pulled back for female techs.
A SMILE
A pleasing confident voice.
An invoice pad and clipboard.
A separate YELLOW note pad.
A clean flat rate book.
These are just a few. For more drop me an email.
Winning the Customer over
Today's Tip
When your Tech arrives at the door, he has less than 3 minutes, to have the customer decide if he/she is going to buy from your company. ALL the following important items apply on every service call.
Appearance
SMILE
Make personal conversation with the owner
Speak to the decision maker, in person.
Have your floor protectors on
Walk in with your doormat, dropcloth etc.
Ask Permission to leave your Truck where it's parked.
Have your handtools with you
Have your price book & Invoice pad with you.
More details about the following in future posts...
When your Tech arrives at the door, he has less than 3 minutes, to have the customer decide if he/she is going to buy from your company. ALL the following important items apply on every service call.
Appearance
SMILE
Make personal conversation with the owner
Speak to the decision maker, in person.
Have your floor protectors on
Walk in with your doormat, dropcloth etc.
Ask Permission to leave your Truck where it's parked.
Have your handtools with you
Have your price book & Invoice pad with you.
More details about the following in future posts...
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