The Learning Spot
Articles, news, client stories, event recaps, and more. Check here to learn what's new and what's next in the home services industry.
December 1, 2020
Approach your job listing the same way you'd approach a new client promotion — just as you're probably advertising your services, not your prices, you should look beyond the pay rate. The truth is, competing on price is usually a losing battle. There's always someone willing to pay less. There's also always a business willing to pay just a bit more to attract the best applicants.
November 18, 2020
Automation, specifically chatbots and IVR-to-text allows your staff, including your technicians, to service more customers at a higher quality. If a simple or common request can be taken care of via a chatbot in a short conversation, transitioning a customer onto a text platform can alleviate your staff for more urgent customer needs.
November 5, 2020
Customers who are happy with your services won’t always think to rate you on their own so don’t be shy about bringing it up. Add a review request on your customer receipts. Create a follow-up email that includes a link to a review page on your website.
November 4, 2020
As soon as you hear about a forecasted snow or ice event, let your crew members know they need to be on call. Texting is a great tool for instant, efficient communication. Make sure each team member understands their response role. Welcome their questions and provide quick, thorough answers.
November 1, 2020
Surprisingly, only 20% of unanswered calls result in voicemails. The rest become dead leads. People don’t want to leave a message and wait around to see if your business can help them or not. They want their problems solved right away. Instead of leaving a voicemail, most of today’s consumers will simply call the next service provider from an endless list of businesses.
October 1, 2020
Make it clear that you trust your CSRs to use discretion when it comes to solving basic customer service issues. When you feel confident your CSRs are well-trained and dedicated to your goals, give them the tools they need to reach informed decisions on their own.
September 1, 2020
Even though first contact resolution may be the perfect answer to maximizing and retaining customers, it’s difficult to execute. Not every company has the time and money to pull it off. It entails careful strategizing, hiring, training, 24/7 staffing, team management, and documentation.
August 25, 2020
Download the Powering a Productive CSR Team eGuide to get the 6 customer service management best practices. From auditing your omnichannel response to upgrading your CRM tools, this eGuide will help you prepare to adapt your customer service model for success.
August 20, 2020
When customers are unable to use their preferred payment methods, like credit, debit, or ACH payments, it can create friction in the payment process. The more friction, the less likely it is you’ll be paid promptly.
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