Today I want to discuss the strength of having a flat rate system in place and how to capitalize every opportunity that comes your way on service calls and emergency calls.
The strength of using one of CS2’s systems is that when you arrive at the clients house, you will be able to evaluate, price and do all the work in one trip. I really want to emphasize on the last statement: do all the work in one trip.
I can’t begin to tell you how important it is when it comes to service work that you need to strike when the iron is hot.
Service companies lose tens of thousands of dollars every year by not following this one service law “strike when the iron is hot”!
This law is a very simple law: it simply means that you show up, sell the job, and start the work THEN AND THERE. It has to become part of your culture with everyone in your team. More importantly, that means you need to train your techs this philosophy. That there is no other way and no other way will be acceptable.
80% of success is just showing up. ~ Woody Allen
You need to train your techs. Then you need to train them some more. If you don’t train your techs that they must do the job then and there, it equals lost revenues. Many techs unfortunately get in the habit of selling a job and scheduling the job or having the CSR schedule the job at another time that is more convenient for them and not what is convenient for the customer.
Here is a perfect example, you send a tech on an emergency call, he arrives at the job at 4:00 on a Friday afternoon and after evaluating the job, he believes it will take 3.5 hours to complete. He tells the client that the job needs to be rescheduled and calls the CSR to put it on the schedule for next week.
To be continued... On Wednesday we will discuss how this should be handled and your company culture.
To your success ~ James Brush.