Need help getting those plumbing calls answered? In this episode of Potty Talk LIVE, Richard introduces a solution that is changing the industry
Google My Business is instrumental in keeping your schedule full. Google expert and co-founder of Home & Local Services Katie Donovan joins Richard in this special edition of Potty Talk LIVE to share inside secrets on how to win the Google Game and raise your rank.
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3 Golden Nuggets
- Can’t I answer my own phones? You can, and we all did. But having someone else answer them (even just some of the time) can do a lot to grow your business.
- How do I train CSRs with plumbing knowledge? Trick question; you don’t have to. Having Customer Service Representatives who aren’t knowledgeable about plumbing saves themselves, you, and the customer time.
- Why should I hire a phone service? There are endless reasons, but ranking higher on Google, being able to focus on your business, and booking more jobs seem like solid reasons
Sponsors
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Show Notes
Introducing Sarah Delnay and Plumbline
[06:37] Sarah is one half of the Mountaineer Plumbing PPC, and co-founder and president of Plumbline; a phone answering service specializing in plumbing companies.
She saw a need for a quality answering service that works within the Million Dollar Plumber program and uses best practices for booking calls.
Why Can’t I Answer My Own Phones?
[11:57]The biggest mistake you can make when answering your own phones is not taking control of the call and letting the customer do all the talking. You can learn to do it yourself, but why not hire a company like Plumbline, who has professional CSRs (Customer Service Representatives) that follow the MDP script to take control of the call, to calm the customer down, and book the job.
Professional CSRs Don’t Need Industry Knowledge
[13:14]It’s actually more important to have zero plumbing knowledge. It avoids the temptation of giving plumbing advice over the phone. The CSR should just be booking the calls as efficiently as possible.
Not answering those plumbing questions makes the calls more efficient, which in turn gives the ability to book more calls, more quickly. Hiring a service that specializes only in plumbing clients will also improve the efficiency of the call – they’re trained in only one industry and can more quickly help.
Benefits of an Answering Service
[23:10]If you are in the market for an answering service, we recommend that you look no further than Plumbline. They are a great company that works hard for their clients, and it’s a great deal for you. They only charge for calls that they book, and it’s a flat rate regardless of call length.
Plumbline will work with you to fit your needs. Only need a couple days a week? Want to open your phones 24/7? Have a busy schedule that doesn’t always allow you to immediately answer the calls? They’ll fit into your schedule and help you increase sales. Having every call answered and answering calls 24 hours a day will only improve your Google ranking (see the importance of that ranking in our last episode here) and continue to grow business.
Richard’s Call to Action
If you want to learn more about numbers that matter and how to best run your plumbing business, why not schedule a free 30-min strategy call with us? Let’s talk about your goals and where you want to be this time next year, and we’ll help you create a path to make that happen. Schedule your free strategy call here today!
