Zac Garside 
A few years ago, some Olympic athletes were asked in an interview: “Are you nervous?” The interviews were done one by one, but each athlete responded to the question the same way: “No, I’m excited!” Now wait for a second… how does it feel to be nervous? You get “butterflies” in your stomach, … Read more
“Did you book the call?” “Did you close the sale?” “Did you get the money?” You see these are the questions we ask our team. But why is that when 83% of homeowners choose a better buying experience over price or brand? Ahh, now that’s a good question. The things the homeowner cares about the … Read more
Many years ago, a prominent author told a story about taking his son’s driver’s license away. His son was 16, and newly able to drive. The father told his son, “If you get pulled over for speeding, your license will be taken away.” The message was loud and clear. Yet, a few months in, … Read more
Here’s a simple formula for how to coach someone yourself: Tell Real Stories + Ask Open-Ended Questions DONE. Congratulations! You’re a coach! Here’s another simple formula for finding someone else to coach your team for you: Click this link below + Schedule a call with us + Join CSR Coaching https://powersellingpros.com/request-training-sample/ DONE. 😉
The fastest way to improve your customer service is to listen to your recorded calls. Most CSRs hate it at first. But… That hatred is exactly why you should do it. When you listen to yourself on the phone for the first time, it’s truly cringeworthy. You squirm, you wince in pain, and by … Read more
Your CSRs can and should book at least 85% of your calls, WOW your customers, and uncover additional revenue opportunities if you teach them how. “But what exactly should I teach them? …. Great question! This is what we teach your Customer Service Department in our two-hour training class: The eight principles that must be … Read more
Some time ago, we did a ride-along with a Plumbing/HVAC company’s Technicians. And going in, the Business Owner asked us to pay close attention to a habit he noticed in his Techs: “They’re great… no, AMAZING at fixing things,” he said. “But they’re terrible at asking for the customer’s business.” “Tell me more…” I … Read more
What is the job of a dispatcher? Most contractors would say “to fill the board!” But that’s not it… The REAL job of a dispatcher is to MAXIMIZE REVENUE. Sometimes it requires rescheduling people. It requires being able to handle upset customers. But a dispatcher has to be trained in using the opportunities a … Read more
“But I really don’t care about the customers”. Yes, that is what a Customer Service Representative (CSR) told me during our discussion about the Care principle. Although it was an opportunity to explore what she meant, to help her think more about caring, wouldn’t that owner have been better off hiring someone who already had … Read more
Mission statements are dying. But it’s not why you think… They’re not dying because they’re ineffective. They’re dying because companies are absolutely, positively, 100% awful at creating and executing them. Watch this video to see what I mean. Most companies have no idea how to craft a mission statement that inspires their team to come … Read more
