Your phone rings and – cue dramatic transition music – it’s a water damage lead! But you know better than anyone that getting a phone call doesn’t guarantee you the job. Sure, some calls can turn into jobs instantly, but more often than not you have to communicate with the customer through the estimation process. Here at LeadAmigo, we record all our clients’ calls and listen to them for quality assurance, and we’ve noticed some trends: The companies who are getting and keeping water damage jobs have impeccable customer service. Here are some phone etiquette tips that our clients follow to get more water restoration jobs.
Fake it till you make it
Let’s talk about body chemistry real fast: Did you know that smiling, even when you’re not happy, can trick you into thinking you’re happy?
Yeah. Digest that for a second.
Your body’s like, “Hey, I’m smiling. That must mean I’m happy about something.” And it releases endorphins and serotonin and other chemicals that fire off when you’re feeling euphoric.
In other words, pretending that you’re happy to help your customer, even if this is one of your problem customers and you actually hate it every time you’re on the phone with them – like, “Gawd, Mrs. Catlover, no I cannot navigate my equipment around your 12 litter boxes and get the job done right” – will actually make you happy to help them.
That’s sales Inception. Take notes.