Page 7 - The Compass 2017 | Volume 12 | Issue 3
P. 7
LEARNING FROM THE BEST
how Do You hanDle callerS who want a in Your opinion, what’S the MoSt
Quote For a repair or replaceMent over iMportant part oF the call?
the phone? I think if you try to be bubbly and happy with the cus-
I tell them I’m sorry, we need to set an appointment to tomer, it really goes a long way and it helps diffuse any
give a correct price for their project. There are simply frustration they might be feeling.
too many variables for me—or anyone else in the compa- what aDvice Might You have For SoMeone
ny—to give them a price. For example, they might have
two pipes, and we would bid for four, or vice-versa. And I new to anSwering phoneS anD how to
explain that they might have questions, and the only way SucceSSFullY BooK callS?
to properly understand what their house needs and what Success comes with time—you need to get comfortable
we can do for them is for them to meet us face-to-face. with the script and own it. Also, I try to always smile be-
fore answering the phone. It helps that I absolutely love
Do You trY anD Develop a relationShip my job. I honestly could not ask for a better company
with each caller? to work for. People can hear that smile in my voice. You
I do. I think that’s a benefit of working with a smaller want to sound positive and upbeat when talking with cus-
company. I can have a lot of one-on-one time with our tomers. If you sound happy and have some personality,
customers. I have customers that we’ll catch-up with, and those are the biggest keys. It will take you a long way.
then we’ll get down to business. There’s one lady—we’ve
talked so many times about her roof—I told her that I’d
call her to wish her a Merry Christmas. I made a note of
it on my calendar. And I did, I called her. Little things like
that can go a long way. If I can set the pace in the office,
I’m hoping the guys won’t have any trouble when they go
out to the home.
THE COMPASS | Issue 3 | 2017 7
