A very important separation to make early in the business are the roles of the CSR and the Dispatcher. Right now you are at the end of summer, and every call counts. We want the CSRs to book every call possible and we need to execute on all the leads we have. But let’s be […]
About Trevor Flannigan
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Trevor Flannigan has contributed 9 entries to our website, so far.
This is the time of year that the phones are starting to slow… the A/Cs that were going to break have broken and no one really has money they are dying to spend on plumbing or electrical ‘nice-to-haves’ because school is just around the corner. It’s tough but it’s necessary to drum up the […]
The best growing businesses I’ve seen have discovered the secret sauce to scaling: consistency. If you can build a reliable and excellent experience consistently, growth follows. I contend that companies that get the first part down and then use the same concept toward employee engagement will do even better. If you view your employees as your “internal […]
Sales friction is a vitally important, yet seldom discussed topic in our companies. In physics, F = MA. More mass and/or acceleration leads to greater force. Friction, the enemy of acceleration, causes the force to decrease. This is why a bowling ball rolls faster down a wooden bowling lane than it does across shag carpet. […]
Do you know why McDonalds, Aldi, Starbucks, and Chick-fil-a are so successful? Why they are able to build a new store anywhere in the world and people show up on day-one by the dozens? Two things. They provide an amazing product. And they provide that same amazing product successfully in every single location. If you […]
Website chat is the most effective tool in your online tool chest to ensure the maximizing your ROI on all forms of advertisement and provide the best service to your existing customer base. There are a lot of options when considering chat and in this article we will break down what they are and why […]
Recruiting technical roles is one of the largest pain-points in managing a residential service business. It actually makes me sad when I listen to the news and they say it’s hard to find a job. I’m thinking- “Go be a plumber or an HVAC tech!” After having great success with hiring for these technical roles over […]
Now there are a lot of people related, somewhat messy processes in your business. But I want to dial in on one piece: empathy. We should, if doing things best, be empathizing at every customer touch-point possible, which include the following: First talking to them on the phone Chatting with them on your website Letting […]
Did you know that companies spend, on average $92, to get people to their site and only $1 to convert them to a lead? Seems a little top heavy. The question is, How do you convert someone to lead after getting them to your website. There are multiple tools in your tool chest- great website […]