Call Script

IMPORTANT REMINDER:

1. Building rapport with the customer is the key to starting any customer relationship, being cheerful, and empathizing with every situation that they’re going through.

2. Always ask the customer how long the problem has existed, this will help you decide if the call needs to be booked immediately, or if we can book for a later date and time. Don’t get hyper-focused on today’s schedule, always be aware of the entire weekly schedule. Make sure to look at the entire week several times a day. 

3. Urgency on our voice- DON’T TAKE NO FOR AN ANSWER, REMEMBER THEY HAVE A PROBLEM THAT NEEDS RESOLUTION, IF WE DON’T HELP THEM, OUR COMPETITION WILL. 

4. When a customer says, “can I call you back?”, please ask them if you can call them back in 15 minutes that way, we are the one following up. This makes the customer assured that we are there for them. 

5.  The phone should only ring 2 times. 

6.  If you are talking to a technician,  have them wait, customer calls come first. 

SCRIPT:

• Hi, this is (NAME) with Ark Plumbing, how can I make your day amazing? 

• Ok wonderful, and what area are you located in? 

• Fantastic, bear with me one moment and I will look at my board to see which technician is closest to you. 

• Thank you for your patience, I have availability (DAY AND TIME SLOT) would that work with your schedule?

•  Awesome, may I please have your full name?

•  Ok, thank you, and your full address.

•  (Also, If the campaign does not automatically popup Google, Google My Business, WEBSITE, etc. make sure to ask where they heard about our company as well) 

• And do you receive text messages from the number ending in ****? 

• Fantastic, ok before I go ahead and get the rest of your information, I would like to inform you of how our policy works. Basically, what will happen is the technician will come out to your property and assess exactly what is going on. As soon as he determines what needs to be done, he will provide an estimate to get approval before moving forward with the work. We do have an $80 dispatching fee for the technician to go to your property, however if you are ok with the price he provides and moves forward same day,  that dispatching fee will be absorbed into the cost of repair, but  if you do not want to move forward, then you will be responsible for the $80 dispatching fee. Would that be alright with you? 

• Ok wonderful, and the last thing I need is a proper email address? Thank you so much, I am going to get this all scheduled for you, and what will happen is once I book this call you will receive a text message confirming the time and date of this job, once the technician is on his way to your property you will receive and additional text message letting you know his name and a picture of who you will be meeting as well. Is there anything else I may be able to help you with or any questions you may have? 

• Ok thank you so much, I hope you have a Blessed day

Script When Asking For Someone Higher:

If you don't mind, close your eyes and bow your head for me.

Father God, I'll leave you with my customer.

She's not understanding that when (state issue of customer).

I can no longer help her, illuminate her path, allow yourself to be revealed to her so that she can understand what happens when you (state issue).

Jesus in your name.

NOTE: 

• We don’t give out pricing over the phone. What we normally do is send someone out to assess the situation before we give an estimate.  If the customers will insist, you can have them send pictures of the problem to our direct line (352) 988-4440  and advise that you will have the supervisor check the pictures so we can give them a ballpark estimate of how much the job will cost (please not that Ronnie wanted us to be firm in saying we do not provide pricing over the phone).

• Book the call and try to avoid bringing up the dispatch fee until you have built the rapport first.