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The #1 Customer Service Mistake in the Home Services Industry

(NOTE: We put on a new “How-To” webinar every month on topics like creating your value statement and tons more to help your WOW more customers and make more money. Join our webinar series for just $87 a month so you can give your team a new amazing customer experience training every month.)

Customer service can be tricky work.

A CSR feels pressure from their company to book the call, pressure from their immediate supervisor to answer the call a certain way, and pressure from the customer to answer all their questions without error.

It’s stressful.

If done right though, a CSR can add thousands of dollars to a company’s bottom line.

Think about it… the phone call is the only time throughout the customer journey that you have the customer’s undivided attention.

Yet, most companies squander this precious opportunity to win new business and build their brand.

Some common mistakes that cause CSRs to mess this opportunity up are:

  • Saying “no” to the customer.
  • Asking for the customer’s address before fully understanding their problem.
  • Not showing empathy.
  • Always answering questions but never asking for the customer’s business.

Alas… there is one mistake that is greater than they all. This is the mistake that is almost guaranteed to cause a customer to say “I’ll call you back.”

Or worse… “I’m gonna call someone else.

I can feel the chills crawling down my spine as I think about a customer saying that to me.

Alright, enough with the build up…

THIS is the #1 Mistake Customer Service Representatives in the Home Services Industry make on the phone:

“We don’t give prices over the phone.”

Oh the horror…

Please, don’t say it… never again…

Before we go any further, I need you to copy this image below, print it 50 times, and plaster all over your call center:

Are we clear? Ok, good…

The Why

Allow me to explain exactly why saying “we don’t give prices over the phone” is the worst thing you could possible say to a customer on the phone.

  1. It’s not helpful. At all. Most CSRs who unleash this foul language justify it by saying “I’m just being honest, we don’t give prices over the phone.” It may be honest, but it’s not helpful. It does nothing to help you, your company, or the customer.
  2. Customers hate being told “no.” They didn’t call to hear what you can’t do, they called to find out if you can help them.
  3. It’s a sure-fire way to get the customer to hang up. You may as well invite the customer to call your toughest competitor and read all their positive reviews while you’re at it.

The Solution

The solution is to build value and tell the customer what you can do for them.

It’s actually quite simple, and you can teach all your CSRs to start doing it today (or we can… just sayin’)

Before I tell you exactly how, listen to this CSR build value in an exceptional way:

There are three very important things you should notice about that call:

  1. The price is never even mentioned – that’s because it doesn’t matter as much when the customer sees value.
  2. The customer is so impressed with the way the CSR builds value that he tells his plans to refer the company to others… and he hasn’t even experienced their service yet.
  3. He compliments the CSR for being a great ambassador of the company. And compliments are a huge part of knowing how well your CSRs are performing.

(NOTE: We put on a new “How-To” webinar every month on topics like creating your value statement and tons more to help your WOW more customers and make more money. Join our webinar series for just $87 a month so you can give your team a new amazing customer experience training every month.)

How to Build Value

In a webinar we did several months ago for members of our ongoing webinar series, we taught how to create your CSR’s value statement.

Without going into all the details (you’ll have to join the webinar series to get those), here is an outline for how to build value over the phone.

Tell them about:

  1. Your technicians
  2. The company’s reputation
  3. What we have on the truck
  4. The inspection we’ll perform
  5. The quote we will provide
  6. Your dispatch fee (this must come last)

You Will Book More Calls

In all my years of coaching CSRs, I have found that the most common reason customers choose not to book with your company is because the CSR doesn’t articulate the value of your service well enough.

And, as the great Donald Miller says “if you confuse, you lose.”

I’ve heard phone calls where CSRs actually quote a price for work over the phone, but because their articulation of it wasn’t clear enough, the customer hung up because “they just wanted a quote.

CSRs are baffled when this happens because they did in fact give the customer a quote…

The customer must be stupid, right?

Um… no. If that’s your mentality, it’s no wonder you’re losing phone calls.

The problem is that how we articulate our value and the quote is not clear.

I assure you, if you build value before you present your fees, and if you and your CSRs will stop telling customers “we don’t give prices over the phone“, you will book more calls.

(NOTE: We put on a new “How-To” webinar every month on topics like creating your value statement and tons more to help your WOW more customers and make more money. Join our webinar series for just $87 a month so you can give your team a new amazing customer experience training every month.)

You can call me at 801-253-1004 ext. 207 or email me at certify@powersellingpros.com if you have questions, concerns, or disagree 🙂


Zac Garside believes in a world where going beyond expected norms is the norm and where people give more than they take. Described as an “outside the box thinker” with the “invaluable skill to mentor and provide engaged feedback to others,” Zac works on projects that create a spark in others so they can reach their full potential. With 4 years of customer service, leadership, and public speaking coaching under his belt, Zac now serves as the Director of Marketing & Online Training at Power Selling Pros.