Telephone Sales - Home Front Success

The Why (and How) of Using Your Residential Caller’s Name.

KickStart: Call your prospect by name to emphasize a key point.

Ever feel like you’re on a never-ending episode of “The Price is Right”? You know, with “price shoppers” bombarding you with the dreaded, “Uhhhh, I’m just calling around… what’s your rate for this service?” Ugh! I feel your pain!😥

However, quite a few of these so-called “price shoppers” will start out with their name as in, “Hi, this is Sally Smith, and I’m just calling around checking prices…” Now a Post-It note will become your best friend!

That’s right, grab your pen, jot down the caller’s name and use it “selectively” in your conversation. Why? Because behavioral psychologists have discovered that…

Don’t Hate on “Home Service Price Shoppers”!

by Steve Toburen

KickStart: Recognize the long term consequences of not focusing on every service caller!

“Aargh, another ‘how much do you charge’ caller!” (Screamed as I slammed down the phone!) “I hate price shoppers!” 😡

Steve’s True Confessions Time: This “I hate price shoppers!” outburst was an ongoing complaint from my office staff for many years.

However, I finally realized my company needed to…

Service Clients Love It When You Get Their “Permission To Proceed”!

by Steve Toburen

KickStart: Get more 5-star reviews by asking for the homeowner’s “Permission to Proceed” throughout the project.

Are you happy in our Home Services industry? You reply, “Absolutely, Steve! What’s not to love? I’m blessed with interesting jobs, the money is great and I work with some great customers and employees!” (Of course, these same clients and employees can be a trial sometimes!)

But now look through your first-time customer’s eyeglasses to feel in a very real sense… their pain!😥

How to Dig Deeper Before Choosing your “Lead Response Option”

by Steve Toburen

KickStart: Tactfully use Valid Business Questions to sort home service prospects into different Response Options.

Question: “Do you want to work for every homeowner that calls your Home Services Business?”🤔

Answer: “No way, Steve! After all, some callers live too far away, other prospects want services we don’t provide and some homeowners simply can’t afford us!”

Well answered and a good analysis! And yet… how much time do you waste with prospects that simply aren’t good potential customers? (Even worse is scheduling an onsite pre-inspection that is a complete waste of time!)😲

Why (and How) to Not Be on Your Phone 24-7!

by Steve Toburen

KickStart: Develop remote workers to answer your service business lines when you (or your office staff) aren’t available. Read on to review the four simple steps to “git ‘er done”…

I’ve been (unjustly) accused of being a bit OCD in my Home Services business!🙄 And yes, too often I was guilty as charged when it came to me personally answering incoming calls on my business line(s)… 24-7!

Steve’s Embarrassing Confession: Even after we were grossing almost $2,000,000.00+ yearly I STILL was answering my business lines… even at home 24-7! In fact, (GULP!😲) I STILL kept on doing this AFTER I sold our company. That’s when my dear wife Sioux blew up! (Hopefully she won’t get mad again reading this- 30 years later!)😡

Sure, you should focus on your business phone. After all, every missed/mishandled call can literally cost you many 1,000’s of dollars in downstream income. But eventually I realized that not every call needed to be answered by me (or any business owner) personally! Instead…

FOCUS on Service Prospects Incoming Phone Calls!

by Steve Toburen

KickStart: Stop treating your business phone as a distraction. Instead, obsess over each and every service inquiry!

When your business phone rings do you: A) ecstatically scream with delight?👍💪💖 B) fall into an anxiety attack?😬 or C) collapse in panicked dread?😨 For all you “B” and “C” folks, let’s move you into the delighted “A” category with a ringing phone!

First, reflect on the HUGE stakes with this caller. I know, you’re thinking, “Ummmm, Steve, I thought you were going to cheer me up. I’m even more freaked out now!” My reply?

Never “Price Match” What Your Service Competitor Charges!

by Steve Toburen

KickStart: Maintain your prices high enough that homeowners routinely wince… and then book the job anyway!

True Confession Time: Steve Toburen is not remotely an accountant and/or a financial planner. In fact, Steve HATES and despises “number crunching” of any type!😡

In fact, I tell each client and every online class I teach: “I’ve always been good at MAKING money. But I’m terrible at counting, tracking or even investing this money!”

And yet, even with this major financial disability I’ve enjoyed a very successful career as the owner of multiple Home Service businesses! I’ve built my (very profitable) success on one informal pricing concept I call…

“PMOT’s” for a Confused Homeowner

by Steve Toburen

KickStart: Pre-orient a confused new residential client on what will you’ll be doing in their home. (#2 in an “intermittent series”- Click HERE for #1.)

“Bewitched, bothered and BEWILDERED?” Folks, it’s not just Ella way back in 1956 that was ““Bewitched, bothered and BEWILDERED”! As a new homeowner nervously awaits your company to service their home they too are “bewildered”! (And very, very CONFUSED!) Think about it…

How to Win Over a ‘Price-Hesitant Residential Caller’

by Steve Toburen

KickStart: When your home service caller says, “Let me think about it…” tactfully respond with a sneaky question to ‘smoke out’ their real concern!

It’s just so darned frustrating! You answered the phone cheerfully, the ‘chemistry’ with your caller was great and they seemed ready to schedule. So, you tried to close the sale and…

Your prospect replied, “Well, let me think about it and I’ll call you back…”

AARGH! Your caller is lying!😡 She’s NOT going to “call you back”!😥 In fact, she’s already checking your competitor’s website while ‘bailing out’ on you! What’s going on?

Get New Residential Customer’s Emails (almost) Every Time!

by Steve Toburen

KickStart: Give a Valid Business Reason for needing a home services caller’s email and your ‘Lead Conversions’ will soar!

Few marketing channels are better than email for staying in touch with your customer base. After all, what’s not to love? Email is easy, immediate, VERY targeted and FREE to you!

I used targeted emails to thank my clients, get their comments on our service and ask (beg?) for online reviews. Even better, I could email my homeowners a reminder that it was time for another service. And have I mentioned all this targeted marketing is FREE?💖 WOO-HOO!