At Leadamigo, our job is to get you more water damage leads (we’re basically the marketing equivalent of writing your phone number on a bathroom stall).
But just because you get the lead doesn’t mean it automatically turns into a sale.
Sure, sometimes you’ll get those calls turn into instantaneous jobs.
But most of the time you’ll need to communicate with customers, trying to gather information and walking them through the restoration process.
We use custom call tracking software and listen to calls to make sure you’re getting quality leads.
We’ve analyzed thousands of phone calls, and pinpointed the exact moments when restoration companies made the sale and when they lost the lead.
Using this data, we created a free phone script so your employees can crush it in the sales department or your answering service, or even yourself.
As part of our little experiment, we handed this phone script out to restoration companies and discovered that if they used this script they converted 68% more leads into sales.
Just edit the information to match your company’s and voila— you’ve got the secret formula to phone call success!
Don’t Be Afraid to Break Away From the Template
Remember, this phone script is just a guide. Don’t use it as a crutch to try to carry you through every conversation.
You know better than anybody that every water damage situation is unique. You might get calls about everything from sewage leaks or how you can save their great-aunt Myrtle’s water-damaged antique chest, so you’ll need to be able to go off-script.
If you repeat the same lines over and over again you’re going to sound like a telemarketing machine.
The script is here to navigate you in the right direction. It can’t pick up the phone and make the sale for you too.
You need to actively listen to the caller’s problems, and tailor the conversation to their particular water damage situation.
Always keep a pen handy so you can jot down notes about the conversation. We’ve provided a note-taking section at the bottom of the script for you to write on.
Write down their name, a contact number, and their address.
You should also write a short description of the problem: “water pipe burst in the garage. Three rooms affected and potential wood floor damage.”
Then enter this information into the Leadamigo call rail system and whatever job management software you use. We recommend Dash.
We use the data from these notes to optimize our ads for you. For instance, if we notice a lot of customers are calling in and telling you they’re having frozen pipe problems, we’ll adjust our keywords to reflect that so we can capture as many relevant leads as possible.
But most importantly, having an organized note-taking system in place helps communication within your office and with your techs out in the field.
With job management software systems like Dash, techs can access important information about a particular project or client at any time.
When everybody is on the same page, it leaves little room for confusion and more room for productivity.
How To Reassure Customers Who Are Afraid of the Price
The customer no longer has water flooding throughout their home and now their worried about something even scarier: the bill.
Here’s your chance to channel your inner Oprah and empower them.
Remind them that you give free estimates and there’s no service charge, so what’s the risk if your techs come out?
Don’t try to oversell anything or make false promises. Just be honest with them.
You can’t really talk about pricing until you know what you’re dealing with. There could be water trapped in a wall that they can’t see or the problem might not actually be as bad as they think it is.
Emphasize that it’s ultimately a no-lose situation for them. What they’ll get is an accurate damage assessment, but they have absolutely no obligation to work with you at all.
People don’t like being sold things. That’s why most people hang up on telemarketers and slam the doors on solicitors.
But if callers feel like you’re giving them useful information, they’ll let down their guard and feel more inclined to trust you.
Phone Etiquette 101
You’re in restoration. You’re not a debutante that took etiquette classes and was trained to have the best social graces.
We made this phone script pretty much dummy proof, so it’ll work even if you were raised by wolves.
With that said, it never hurts to have some manners.
Here are some quick phone etiquette tips you should always practice if you to want to sound like a smooth operator:
The Phone Is Ringing. Pick it up dammit.
Rule #1: make sure someone’s there to pick up the phone.
Nobody wants to hear an answering machine, especially when they’re in an emergency situation and your their lifeline.
Always have someone working the phones 24/7 or make sure phone calls get directed to your personal cell phone after hours.
Don’t Keep Them Waiting On Hold
When customers call, we put them on hold so we can transfer the call to you and you might need to put them on hold to transfer the call to somebody else in the office.
That’s fine, but don’t leave them on hold to rot.
Check in with them every 45 seconds to let them know you haven’t forgotten about them and update them on the situation.
Your Techs Should Call
Your customers are probably feeling a little anxious, you know due to the fact that their house is filling with water.
Your techs should call them when they’re on the way, so they can prepare to let you into their home and, again, to assure them that you haven’t forgotten about them.
Turn That Frown Upside Down
Did you know that people can actually hear you smile without seeing your face?
According to research, smiling (even when you’re not in a good mood) can affect how you speak.
When you smile, your brain releases endorphins. This makes your brain go “hey I must be having a good time” and your tone of voice changes.
When customers pick up on this tone, they can hear that you’re smiling just based on the sound alone.
It turns out smiling is contagious too. A recent study shows that when we’re in social situations, we like to mimic other people’s emotions.
So if we see or hear someone is smiling, we want to smile too, and this inevitably tricks our brain into creating the feel-good sensation that’s connected with smiling.
In other words, even feigning a smile on the phone can make your customers feel happy.
It’s kind of like a Jedi mind trick.
If you want to enhance your customer service skills to make even more sales, check out our full guide on phone etiquette tips.
As a restoration company, the phone is the primary source of your income, so your call handling is important.
By using our foolproof phone script, you can convert more leads into sales and grow your business.
If you want to learn more about water damage leads, sign up here.