You're in the business of answering the phone

What am I talking about? You’re in the business of HVAC repair and replacement, right?

Wrong! You are actually in the phone answering business. How you answer the phone makes a huge impact in your business. If you want to see your business improve immediately, listen to your phone calls. Scoring them is even better.

One of the biggest turning points in our business is when we not only listened to calls but started counting the calls and categorizing them. For example, knowing how many cancelled or abandoned calls tell you a great deal about what’s going on in your dispatch process.

Everyone has a different style, but you want a consistent process that you establish so your customers receive the same level of service by anyone that is representing the company. Download our CSR script here and feel free to add your custom touch to it.