Congratulations, you made it!
If you’ve been following this blog series we’ve talked about not giving prices over the phone, why you need to charge a diagnostic fee, how to use a structured call booking process and how to eliminate objections. We talked about how to track things like the lead source and how to dispatch using express call booking windows, two hour and four hour windows and offering service plans for reduced diagnostic fees. Now we’re going to talk about the last thing your call center needs to do every time a technician is dispatched to a customer’s home. It’s known as “the happy call”.
A happy call is a call your company makes to the customer IMMEDIATELY after the technician has called or texted that that the job is done and how much the call generated on the invoice. You should train your technicians to contact your call center the moment they leave the house with their tools and hop on back into their truck, and they don’t get dispatched to another call until they do. Once this is done, your call takers can then call up the customer and ask a few short questions about how the visit went. This will give you an opportunity to thank them for their business, or, if they are unhappy with something, you can hear them out and offer a solution up. This is a way of offering immediate customer service and as an added benefit you track how long your technician was at the house because you will have had them call in or text your call center upon their arrival to the house.
So, what kinds of things should you say in the happy call? Here’s a short script you can start implementing today!
CSR: Hi, Mr./Mrs. Smith, this is Jane from ABC plumbing and heating. I’m just calling to check in and see how our visit to your home went today and I’d be grateful if you could answer a few short questions.
CSR: What time did our technician arrive at your home?
Customer: 10 AM
CSR: Did he wear boot covers as he entered your home?
CSR: Did he find today’s problem, diagnose it, show you the problem and explain what went wrong and what was needed to fix it?
CSR: Was he polite and courteous
CSR: Is there anything we could have done better today to improve your service
Customer: Lower your prices
CSR: Great, I’ve made a note on your file. Thank you so much for calling ABC Plumbing and Heating, we appreciate your business.
That’s it. That’s all. You’ll notice that in this scenario, the customer complained about the price. You’re going to get that in many cases and that should be a reminder to you to teach your technicians how to build value and reduce money concerns while they are in the home. You’ll also note that the CSR acknowledges the comment but doesn’t get into it with the customer. Why? Because if you’re running your company like the top 5% of companies in your market, the customer was presented with an up front price prior to the work being done and had the choice to say no and send the technician packing. That’s the great thing about up front pricing – the customer gets to decide, not the contractor.
You’d be surprised what customers will tell you during the happy call and that’s why it’s important to conduct it as soon as the service visit is over. All this information should be recorded somewhere – hopefully you’re using call booking software that allows you to make notes on every call. Some even have built in call booking and happy call scripts where the call taker just fills in the field on the screen.
So there you have it. Five days of tips and tools to help you book more service calls. If you follow these steps and more importantly, if you train your call takers at least once a week with role playing of the call booking process as well as objection handling, you will book more calls. If you build a focus among your call takers where the team is committed to reaching 90% call conversion ratio (number of calls for service that day divided by the number of booked calls), you can actually get your call takers excited about reaching that target. And make sure you reward your call takers for overcoming objections, booking ball park price calls without giving a price over the phone and for reaching consistent 90% call conversion ratio.
Your call center is the most important facet of your business because if you can’t book calls you will be out of business. Place the focus on getting proper best practices in place and just watch your business grow as a result.