How do you currently answer the phone at your business?
Have you ever paid attention to it? If not, start. It can mean the difference between gaining a new customer or losing one.
I recently called into a local plumber and they answered their phone “Hello, it’s a great day at ABC Plumbing how may I make you smile today?” Chances are that the customeris having a bad day and is calling you for unexpected service, this is a great way to disarm them. You are also setting up the tone of the relationship with the customer right off the bat.
Service Call Script
So, how can you make sure you are creating positive relationships, converting prospects into customers and identifying with your customer from your phone greeting? The answer is relatively simple.
To do this, create a phone call script that every employee must follow when answering the phone. This ensures that all customers are relaying the same information when customers call. You can also create different call scripts depending on what type of call it is. You can create one for when you have a service call, one for a call for an estimate, one for a call to check the status of a job, and most importantly one for a sales call that will help you sell service and generate more revenue.
Once you’ve created scripts for every call possible, rehearse, rehearse, rehearse! They say practice makes perfect and you’ll want to make sure that everyone who answers the phone in your business is prepared and makes each and every phone call sound sincere. If it doesn’t sound sincere, the customer will know it.What are the benefits of making call scripts and showing sincerity on the phone?
The better question is: what aren’t the benefits of making call scripts and showing sincerity on the phone?
First of all, like I said before, you’ll disarm the customer by being nice and they’ll be in a better mood when speaking to you. Who can yell at someone who just asked how they can make you smile today?
Second, you’ll create a positive image of the company in the mind of the customer. If you are consistently nice to them throughout the service and phone call, they’ll think your customer service is better than the competition.
Third, your customers will be more likely to do business with you on a repeat basis. Why? Because you are nice to them. They’ll think your customer service is better and they’ll know you care more about your business than the other guy whose idea of answering the phone is “Acme Plumbing, what do you want?”
As you can see, creating a unique and positive phone script will help you gain a positive image in the eyes of the customers. This will lead to more and more customers calling. More and more customers calling leads to more money.
Now, get started on creating those phone scripts that will help you sell more service. Once you do, you’ll wonder how your business ever survived without them.