Contractor Marketing That Works

Perhaps you’ve also wondered why getting to the “next level” in sales is so hard. Or why each year is a struggle to get ahead. Simple math –

If you’ve got a line of customers and prospects quietly leaving that’s almost as big as the one you pay dearly to bring in, you can quit wondering.

The good news is that this has NOTHING to do with whether you’re a “good” contractor. And it’s not even your fault. 

It happens to good companies with good people…who just haven’t been trained to know any better.  Most CSRs are shown the phone, given a greeting and told “Get to work”. That may be fine for standard run-of-the-mill contractors.

Bottom line: What your staff doesn’t know about Customer Service is costing you. Some contractors mistakenly think today’s employees “just don’t care”. They do care. They simply don’t know how to prove it to customers! Nor do they realize the enormous loss (as you now do) slipping out of the company’s hands. They don’t “see” how they’re connected to the loss. (A relatively simple fix.)

Just remember that whoever is in contact with your customers becomes the spokesperson for you company. If they’re not up to the task, things can happen in a hurry.

5 Scenarios That Can Yield Completely Different Results… every 15 seconds:

• The initial phone call – In 2,000 calls placed, 44% of CSRs answered the caller’s question but didn’t attempt to get the appointment. This is money pouring out of your company. Any one of 6 transition phrases can fix this instantly. Costs nothing to implement, but rakes in piles more appointments.
  
• Lead tracking – A full 65% of CSRs didn’t ask for the lead source. Talk about waste! Wouldn’t you like to know what ads or media are paying you back? A single “open” or “closed” question solves this for good.
  
• The “promised” follow up that never happened – This is a “good intention gone bad!”  The CSR gets distracted and forgets; the customer never forgets. They just leave. Just one step to “systemize” this and it problem goes away. Then there’s…
  
• The “mild complaint” that grew “major” due to the wrong response – (Ever happen to you?) A service delay, parts backorder, invoice question… these are unavoidable but your response can turn a customer into EITHER a happy fan OR an irate ex-customer. Your choice. Yes, it really is a choice.
  
• The tech who sent the wrong “signal” to the customer – It “seemed like” they didn’t care, or explain what they did on the call (very important!). But 3 easily-learned sentences and one sheet of paper (called a “Green Sheet”) raises image and actually generates referrals.

See, it's the simple stuff...