Telephone Scripts and Standards

In many companies and organisations and particularly in small business, the first ever contact with a potential customer is likely to be by telephone.

Some companies regard this position as one of the most crucial in their whole company, as perhaps for 99% of the people they deal with, their first and most significant impression of the company, is the person answering the telephone.

Courtesy and attention to detail are critical issues.

In any business, there are considerations to ensure you represent your business in the most professional light possible.

1. Who is answering the phone during working hours? Is it the serviceman while he is working on the job or a designated person that can provide their undivided attention?
2. What happens if you are currently on a call and a second call is incoming? Are you set up so that they are transferred to a message bank (with a professional voice telling the caller the business name and steps to leave a message)? Or do they receive a busy signal?
3. How often do you check your message bank throughout the day?
4. If a message is left on a message bank, how long does it take for a return call to be placed to that potential customer?
5. If you have the facility to answer second incoming calls (depending on the size of your business), and once asked if you can place them on hold, do you have a professional human voice/music that promotes your business? Or do they hear nothing only to be left wondering if you have hung up the phone?
6. If you have a 24 hour/7 day business, what happens on after hours? Do you carry a phone or one of your team? Are the rates varied? Is the person answering the call trained what to say?
7. Do you have written procedures to answer the phone?
8. What information are you capturing on this initial call? Do you ask them ‘how did you hear about us?’

Telephone Scripts

Note: These scripts are specific for our business and should be used as a guide only. We recommend you tailor your scripts to work with your business.

Good Morning/Afternoon company name, your name speaking.

Customers will tell you what the problem is, write it down.

We can definitely help you out with (problem) today (name), I just need to take some details.

Can I please have your name?

Check spelling

And how did you hear about company name?

This is important as we need to track EVERY call that comes into the office (even price shoppers)

What is the address there (name)?

I will just explain how we work, to get someone out to have a look at the job we have a $55 call out fee and from there the serviceman will give you an up front price before he starts the work. If you go ahead with any paid work, we waive the $55 call out fee.

If need further information; While he is there he will also do a FREE plumbing & safety inspection report on all your plumbing including taps, toilets and hot water

May I ask your contact number (name)?

And do you have a Mobile number; we like to have 2 numbers because the serviceman will call ½ hour before he arrives.

Do you have an email address in case we have to send you out a quote?

Gather more information on the job if needed.

I can get someone out there between (2 Hr window) for you today if that suits you. If we have time available to fill today Or Would you prefer morning or afternoon?

We have availability on (day) for between (2 hour window)

Just to confirm, one of our servicemen will arrive at your property on (date) between (time) to fix (the problem) for you.

Thank you for your call, have a great day! (Wait for the client to hang up)

Success Loves Speed

I’m a big believer in the importance of acting sooner rather than later. In fact, taking immediate action and completing every task with a sense of urgency. Why? Because in short, I personally don’t recall ever succeeding at something because I got there last. This is true in many areas of life;

• If you want to sit in your favourite spot - the middle, eye level row - in the cinema for the latest movie, get to the cinema first. The perfect seat loves speed.
• If you want a job you just found in the paper, get there first. Jobs love speed (and so do employers if you are the perfect candidate!)
• If you had your eye on a certain guy or girl to take to the dance, ask him/her first. Your beating heart loves speed.
• If you want to purchase that property that just came on the market, start sealing the deal first. Property ownership loves speed.

And so on. Because success, in general, loves speed.

So, why does success love speed? Success comes from taking some form of action. A word described in the dictionary as “the causation of change.” Whatever result you want, it’s a change from what you now have. By definition, then, a change has to take place for you to get from your present status to that result.

Following are 4 important reasons why I believe speed of action creates exceptional results;

1. Have a plan and stick to it.
If you knew what it was you were trying to achieve, with steps one, two, three onwards outlined, it would be far easier to reach your destination in lightening speed.

2. When you procrastinate, you tend to lose your enthusiasm.
The ‘best idea in the world’ will literally stay the ‘best idea in the world’ unless you make it happen! Too many of us get comfortable with the way things are and allow that great idea to fade into the comfort zone of oblivion. But when you take action, your creative juices flow faster, your excitement of the ‘unknown’ kicks into high gear, and your resourcefulness, the things, people, and circumstances you need to accomplish your objective are drawn to you almost like magic. As a result, your motivation to succeed becomes elevated.

3. Obstacles appear the longer you wait to take action.
Changing circumstances are a constant battle, hence waiting too long before taking action will only result in the opportunity becoming less and less appealing to you as those obstacles start to make their appearance.

As a general rule, I assume that if I take immediate action, perceived problems will tend to disappear and that the more I hesitate, the more time there is for issues to arise.
4.Time is finite.
No matter how capable you are, you can only accomplish so much in a lifetime. Every second that’s wasted reduces the totality of what you can accomplish by one second. Some people maintain that a constant feeling of urgency to accomplish more is stressful, but I find the opposite to be true. I feel more stress when I procrastinate -- when I’m not doing what I know I should be doing. Not actioning NOW the work related tasks I set myself for the day will simply eat into my time with the kids – so get cracking!

Of course, nothing in life is perfect. There will be times when moving too fast can end up hurting you. But from my own experience the gains I’ve had from moving fast far outweighs the losses I incur as a result of procrastination.

If you want to succeed in life then you’ve got to learn to accept change, to follow a plan of action and do it with a ‘sense of urgency’ because success loves speed.

Andy.

Dream With Your Eyes Wide Open!

‘It seems universally true that people who have direction in their lives go further and faster and get more done in all areas of their lives’ Anonymous


I am often asked ‘what is one of the most important ingredients to succeeding in business and achieving a balanced lifestyle?’. Many an answer comes to mind, however, one flashes brighter above all others – the need of a dream, a goal or plan.

All successful business owners are visionary. They develop a dream of what they really want. In the most basic terms it can be explained like this – think about what you ate for breakfast this morning. Before you sat down to eat your breakfast you thought about what you were going to grab from the pantry or fridge.

As humans we create everything twice – first in our head and then physically. First we imagine and then we do.

A dream, a goal or plan is the one thing that will provide you with direction. Clarity as to what you want to accomplish.

This vision will cause you to stretch yourself further and develop the necessary skills to accomplish your goals.
Many businesses fail simply due to a lack of direction, a lack of clear goals that see them building their business on shifting sand rather than a solid foundation.

Hitting a high turnover goal is actually pretty easy if that's all you want to do. It starts to get difficult when you begin interlocking that objective with other objectives, such as a certain amount of profit, a certain level of quality in products and services, positive and lasting customer relationships and so on.

For example; it is easy to turnover high volumes of money charging outrageous prices with a mediocre service, however, if this is achieved with a lack of integrity what longevity do you think your business will have in the market place?

It is therefore important to construct an interlocking structure of goals, objectives and values to direct your business activities.

Do you know what lifestyle you want to lead? Do you have a life plan to clarify this?
(Module1: Getting Started, page 66)

What does the business need to look like to achieve this lifestyle?
Do you have a business plan to clarify this?
(Module 1: Getting Started, page 111)
Working out this dream, for both your life and business, will give you clarity to your direction.

It is the birth of a new beginning…

You can now see your destiny with fresh eyes and a burning desire to succeed and achieve your dream.

This is the first step on your journey of business and self enrichment – one of self-discovery and new challenges.

‘All men dream, but not equally. Those men who dream by night in the dusty recesses of their minds wake in the morning to find it was all vanity, but those men that dream by day – these are dangerous men, for they dream with their eyes wide open to make their dreams come true.’ T.E.Lawrence

If you want more information on the modules mentioned in this article go to our website

Professional that sells or a sales professional

Which one are you?
Understanding the difference between these two could reap rewards…

I think I just saw you cringe when you read the word salesman… or was that a sigh of despair? Because the truth to the matter is you just visualised some sleeze-ball car salesman with oil slicked hair doing anything to get you to open your wallet.

Well let me shed some light on the subject that might just result in a huge ‘sigh’ of relief!

So, is this really your perception of a salesman?

You wouldn’t be alone in thinking – this, and hence it’s time to rattle your perception, the ‘root of all evil’. Let’s get this straight – you are a tradesman and it is imperative that you make sales to keep the business alive.

Without you taking on the role of sales your business will eventually die. In saying this, how can you accept this position with open arms instead of running a mile every time you think about sales?

Let’s try a new meaning on for size – a problem solver. Someone that asks the customer a bunch of questions to understand the core issue and hence provides a solution.

Yes, that’s what a professional that sells does and a primary responsibility within your business.
A professional that sells has the customer as the key priority to find a solution to their problem.
A sales professional/salesman has the business as the key priority to make a sale to benefit the business.

If you keep this in mind every time you’re training your team about sales techniques with your customers, or when you’re suggesting to the customer to spend an additional $1000 with you to solve the issue at hand (ethically that is), you too will reap rewards.

Not sweating anymore are you.

Say Hello Billy Bum Crack, Familiar?

30 minutes? What was the owner doing?

The question to ask here is this: how many people, friends and family, heard about this event from the guys that did the ‘saucing’? The name of the restaurant or café the key topic of conversation.

And in a very short period of time, like dropping a pebble into water, the original group of 5 at a family gathering has now increased to 25 within 24hours and 125 within 48hours. The result of every person telling 5 of their friends.

The main worry for people hiring a tradesman is timing. People don't want to be sitting around all day waiting for a tradesman who never turns up. If you can give the customer a window of time eg. between 9-11am this will make the customer much more comfortable. If you can call them when you are on your way this will create a great rapport before you even arrive.

I know you are all saying but sometimes you can't help but be late, something goes wrong and all of a sudden you aren't going to be able to get there until 12pm. CALL THE CUSTOMER! People understand that sometimes things happen, just ensure them that you are definitely coming and they will feel much better.

Another issue is Presentation. First impressions are important so tuck your shirt in, wear a belt. The customer may not comment on your uniform directly but it is the overall image of your company that is at stake!

Not a good sign for any business.
Hot tip: Be conscious and active about keeping your customers happy. Don’t let this gossip be about you.

Driver/Servicemen Wanted

If you’re looking for a quirky way to find a new employee, our local Kennards Hire have made use of a very efficient, practical and cheap method to communicate an available position and have successfully CUT through the clutter.

The answer: A variable message sign.

Yes, the standard variable road signs tradesmen can hire for a job and an item Kennards Hire have sitting in their inventory.

Why not take advantage of your own inventory to assist with employment.

Could be an interesting way for your business to find a new employee.

30 second SMS Equals $$

A 30 second SMS Equals $$

How a simple text could be the difference between $$ and a cancelled job/booking

(Profitable $ Marketing Techniques to Boost Conversion)

Just today I booked a surprise lunch date for our buddy’s 40th b’day at award winning restaurant Rick Stein at Bannisters, located within well known boutique hotel Bannisters perched on the cliff tops above the southern coast beach of Mollymook. Apparently a highly desirable location for an adult break away. We thought our mate and his wife could enjoy a lunch date while we minded their beautiful daughter– especially seeing they have no family near-by to call on.

Anyway, I tell you this because I was pretty impressed with their service. Let me tell you why…
Only 10 minutes after hanging up the phone I received a text on my mobile that read:

‘Dear Andrew, thank you for your reservation for 2, we look forward to seeing you on 21st of July 2010 at 1300. Kind regards, Rick Stein at Bannisters’

My first thought, seeing it was a surprise was, “I’m glad I didn’t give them my mate’s number. It would have spoilt everything!”

And my second thought was, “Wow, I’m impressed”.

Why was I impressed?

Because it was literally sent within 10 minutes of me hanging up the phone. A reminder service that doubles as a checking mechanism that I booked the right date/time. Now that’s service.
Because I was immediately excited about this lunch now that I had physical proof it was booked. I personally think this would reduce any cancellations because the customer feels connected to their up and coming outing. They’ve already taking their first bite of the sautéed crystal bay prawns with garlic butter and sipping a glass of Sauvignon Blanc. Mmmm, take me there now!
Because it made me think about my own business and how my customers would feel if I did this to them. A plumber that sends a confirmation text as soon as they’ve hung up the phone. I ‘reckon there’s something in that. Do you know of any trade business offering this service? Would it WOW them? I bet it would.

It would take 30 seconds and a few cents to guarantee the booking.

Now I’m only venting that I didn’t selfishly give my kids to my mate and take Ange there myself (just jokes of course). Maybe next time!

Andrew Smith