Who should be writing your scripts?

Question for you: Would you rather have a CSR ask you for a script, or, tell you what they intend to use as a script and ask for you to sign off on it? For such a long time, leadership has been about getting people to DO THINGS. We celebrate leaders who can get people … Read more

If Peyton Manning Was a Contractor

If you don’t know who Peyton Manning is, this email may not be super relevant to you. BUT… If you have even the faintest idea that he is one the best football players of all time, then read on: Peyton Manning was known for many things, one of them being his unique ability to read … Read more

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

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

Tips For Hiring the Right People

“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

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