This Guy Can Fill His Dispatch Board on Command

You remember those Staples commercials with the “easy” button? This is going to sound crazy, but… I literally know a guy who builds all his businesses by creating “easy” buttons.  He is better than anyone I know at identifying the things that work to grow his business, then building what he calls “levers” he can … Read more

How to Handle Distributor Price Increases

Yesterday a letter from a manufacturer was floating around about price increases of up to 18%! While it’s easy to respond to this sort of thing by pointing the finger of blame, I’m afraid such a response won’t help you.  Nope. Instead, we need to worry about the things we can control. So in this … Read more

What Contractors and Billionaires Have in Common

I know… I know…  We’re talking about billionaires now? Hear me out for a second: A common misconception about growing your business is that if you can spend more money than anyone else on advertising, you win.  FALSE.  This is definitely not the case. If it was, then the “big brands” would already have squashed … Read more

How Good CSR Habits Are Formed

I learned something that blew my mind today… I’m listening to the audiobook Atomic Habits right now. It’s a terrific book, one of those books where every line has you nodding your head and wanting to take notes. While I listened to it today, this is what blew my mind: “Many people begin the process … Read more

Getting Your Team “On The Same Page”

I wanted to take the chance to address a common concern people have about CSR Training: Getting your team on the same page and keeping the phones covered is tricky. That’s why we record your Initial Group Kickoff Training for future use and provide the option to host it multiple times so everyone can have … Read more

How Will You Handle Price Increases?

NEWS FLASH: Prices are going up… one everything. And they keep going up… And up… And up… Last week, we heard from some Contractors at a conference that they anticipate the average dispatch charge to double by 2023 😱 My first thought was this: If you raise your prices (which you will) does your team … Read more

What to Name Your “Dispatch Fee”

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Everyone in the Contracting World is wondering what to call their “Dispatch Fee…” Some of the popular choices on the market include: Trip Charge Fee Diagnostic Fee Service Call Fee Call-Out Fee Inspection Fee But if I may, I’d like to assert that “what should I call my fee?” is the wrong question to be … Read more

How To Become More Confident

Some people call it “filler words…”   Others refer to it as “needing polish…”   The signs of it are “umm…”, “uh…”, “I’m not sure…”   Sometimes a CSR may even cut the customer off to save themselves from facing it. You know what I’m talking about, don’t you? LACK OF CONFIDENCE.   You simply … Read more

Why Customers Ask For Pricing

My next 8 emails are going to illustrate the 8 things every customer needs to hear from your CSRs… Let’s look at Joanna. Joanna is the mother of three children, Her husband works at a financial technology company in town and is usually gone for about 12 hours a day between work and his commute, … Read more

How Shanklin Heating & Air Sells 90% of Their Maintenance Plans Over the Phone

“If it’s a great experience, no one feels like we’re selling.” “Our CSRs sell 90% of our maintenance plans.”  😱 I was shocked when I heard that statement from Tiffany Airwycke, Operations Manager of Shanklin Heating & Air Conditioning. “We’re selling, but the customer doesn’t feel like we are. It’s happening, but they don’t know … Read more

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