Page 6 - The Compass 2017 | Volume 12 | Issue 3

LEARNING FROM THE BEST
by Bob Houchin
alwaYS SMile & own Your Script

Amber Ashby, of Brown Boys Roofing, Had a Stunning 98% Call-Booking Ratio
with a Service Fee in 2016 by Having an Infectiously Positive Attitude and
Making the Call-Taking Script Her Own.

sking customers to pay for a service fee can be a daunt- and the direction he provided.
Aing challenge for many SGI members. It can seem es- “We went over the scripts and
pecially difficult for Roofers’ Success International mem- I took an online CCR training,”
bers. The idea of a service fee is still quite foreign to the she said. “But Will said that ulti-
trade—so many contractors love to pitch the idea of a free mately I have to own that material. When I get comfortable
estimate. with it, sound natural—that’s when I’ll have success. That’s
For Amber Ashby of Brown Boys Roofing in Bentonville, what’s happened.”
Arkansas, she’s proven to easily navigate past the ser- Amber admitted that success wasn’t immediate. When
vice-fee hurdle. Amber finished as the 2016 RSI Scoreboard she started with Brown Boys four years ago, it took her
Champion in the Call-Booking Ratio with a Service Fee cat- some time to adjust. It was well worth the wait. “Will and
egory, scheduling 673 calls out of the 685 she received. Bill are always so supportive,” Amber stressed. “That’s the
When I called Amber to inquire how she managed such other thing that helps—you have to smile when you an-
a remarkable number, she seemed surprised by the at- swer the phone. It’s easy for me, because I love coming to
tention. She was quick to credit Will Brown for the training work each day.”

“[Bill anD will] have BecoMe liKe FaMilY—theY reallY have. iF i ever neeD to talK
aFterhourS or on the weeKenDS, i Know theY’re alwaYS availaBle. You Don’t
FinD that verY oFten. Bill anD will have eMBraceD Me, anD it’S aweSoMe.”

let’S explore exactlY how aMBer ManageS to BooK So ManY callS in thiS
thiS iSSue’S “learning FroM the BeSt.”

Do You get puShBacK on Your Service Fee? want you to be aware of everything that’s going on with
I do at times. People will say they can get a free estimate your roof, because often there are things that you may
from other roofers. I say, “I certainly understand that.” not know. Then, we will sit down, explain how we can
But [Owner] Will [Brown] actually taught me how to help you, and answer every question you might have. By
build value in our company, and I explain to the callers. the end of the call, you’ll understand the type of job we
can do.”
how Do You explain whY Brown BoYS iS
worth the Service Fee? how Do You hanDle callerS that want
I’ll tell them that all our guys are background checked SoMeone out that SaMe DaY?
and drug screened, and we do weekly company training. We can work with that. If a customer wants us to come
So, they have complete peace-of-mind in the type of per- out right now, or say a storm hits on Saturday, and people
son we’re sending to their home. I’ll then go onto to say want immediate help, we have a $150 emergency service
that, “Once we’re at your home, it will receive a complete, call fee. If you’re willing to pay that, I’m willing to rear-
17-point inspection and attic analysis. If there are issues, range the schedule and get the guys out there. A couple
we’re going to take detailed pictures of each, and then, of weeks ago, we had three of those calls.
we will go over those issues and pictures with you. We

6 THE COMPASS | Issue 3 | 2017