How to Win Friends and Influence Callers- GUARANTEED!
Want to convert inbound leads? Nail the first 30 seconds! Learn how one simple shift can boost your service bookings & create Cheerleader clients.
KickStart: Recognize what you lose if you “fail to convert” a 1-st time caller. This will force you to focus on the first 30 seconds of the call!
As a residential services entrepreneur you work so hard on so many different areas of your business. After all…
You’ve got marketing and hiring and inventory and payables and turnover and taxes and… UGH! I’m getting PTSD issues from my past just typing this stuff out!
I could go on and on, but I’d just be spinning my wheels.😮 And you too are “spinning your wheels” if you’re focused ONLY on routine business tasks! Here’s why…
ANALYSIS: With a little copy-and-paste magic let’s look again at your typical task list for an average day- “marketing and hiring and inventory and payables and turnover and taxes and…”
Yep, you’re busy, busy, busy! And yet you (and 98% of your residential service provider compatriots) are focused ONLY on the “visible stuff”. (Your urgent problems and daily crises!) Believe me when I say, “Been there, faced them!”
Our shared challenge? Just like an iceberg, 80% of a residential service company’s issues (and your long-term success) are hidden below the surface, invisible to casual inspection.
So, it’s time for us to do a deep dive to examine the 80% that are hiding in the murky seas of your customer’s emotions! And yet you’re thinking…
“Steve, I don’t wanna go there! I’m much more comfortable with tangible stuff like tools, trucks, spreadsheets and MY BANK BALANCE…”
WHOA, let me break in here! You wanna talk money? Then focus on my “80% Principle”:
“80% of how a homeowner decides whether they will post a glowing 5-star review (or ambush you with a nasty one-star review) 😥 is based on their RELATIONSHIP with EVERY employee involved in their Customer Experience.”
COMMON TRAP ALERT: STOP 🛑 blaming your in-the-home techs for every service breakdown! True, the one-on-one tech/homeowner relationship is essential. But notice the phrase, “every employee” above. So, WHO normally makes “first contact” with a residential prospect? Your phone rep(s)!
💡RESOURCE: DRAMATICALLY increase your booking ratio with our Winning over your caller! seminar. Click HERE for more info or to easily buy online…
So, let’s do a deep dive into the single most important 30 seconds of your Home Front Service “stage play”- the conversation with a first-time caller asking about your residential services!
“Most important 30 seconds, Steve? Seriously?” YES! Let me count the reasons why:
If your phone rep doesn’t convert this call, you will LOSE big time as in…
You LOSE the pro-rated marketing cost it took to make your phone ring plus…
You LOSE the immediate cash infusion from this job and…
You LOSE the possibly HUGE “downstream income” of a long-term client and most seriously…
You LOSE the chance to convert this caller into a delighted Cheerleader! So the stakes in the first 30 seconds are enormous!
Even more importantly, these first few minutes will “set the tone” for your company’s entire future relationship (see my 80% Principle above) with this homeowner, including their value judgement of the entire job!
Am I preaching to the choir here? If so, let’s tear into the first 30 seconds of this relationship that hopefully will last forever! Uh-oh! Your business line is ringing! ☎️📞
You (smilingly: “Good morning!🌄 Thanks for calling Sunshine Services! This is Steve Toburen- how may I help you?”
1st-time caller (usually will ask): “Yes, I’m just calling around. How much do you charge to…”
🗝️REMEMBER: Remember that the only reason most 1-st time callers initially ask about price is because they don’t know what else to ask you about!😯
You (confidently): “I can help you with that!” (This should be your first reply to ANY question a prospect asks you. Then quickly segue into…
You: “May I ask you a few quick questions?” Asking a caller this “permission-to-proceed” question produces a very positive Moment of Truth! 😁 And what caller is almost certainly going to reply…
Caller: “Sure, go ahead.” After all, it is going to be a very difficult homeowner who calls with a question and then refuses to give you the information to answer their initial question. (And who wants to work for a difficult client?) 😮
Now you just warmly, efficiently and very smoooothly move into your Six Qualifying Questions for residential prospects which we will focus on very soon! 👍
💡REMEMBER: My Winning Over Callers at Higher Prices course shares dozens of systems and phone scripts that convert callers using these questions!
CONGRATULATIONS!🎉🎊🥳 You are already well on your way to creating a Cheerleader Homeowner! 😎
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