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On a Positive Note

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duckcountry View Drop Down
Master Carpet Cleaner
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Joined: 29/October/2005
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Post Options Post Options   Thanks (0) Thanks(0)   Quote duckcountry Quote  Post ReplyReply Direct Link To This Post Topic: On a Positive Note
    Posted: 01/January/2009 at 7:17am
Keeping calls on a positive note with positive phrasing sets the tone for relationship building that brings sought after results to the bottom line.

When answering the phone, do you and everyone on your staff start the call with "Thank you" as in "Thank you for calling GTO Carpet Care"?

Do you ask "How may I help you?"

Do you use at least three positive responses or positive phrases such as:
I'd be happy to help you with that.
What I can do for you is.....

Do you invite the caller to return again?
We look forward to helping you in the future.

Do you say "Thank you" at the end of the call?

At the end of the call, how do you think the customer would rate your performance on a scale of 1 to 5, 5 being excellent and why do you think you deserve that score?  Record your calls, play them back and then answer this question honestly.  Ask everyone on your staff to do the same. 

Remember that first impressions out-weigh everything else since a poor performance at this level will keep you from getting a chance at proving how technically sound you are at actually cleaning carpets.

Are you in a high paying business or are you just a self employed low paid grunt who thinks this business provides dignity?
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danmarck82 View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote danmarck82 Quote  Post ReplyReply Direct Link To This Post Posted: 01/January/2009 at 1:43pm
Thanks, good input
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prouddadx3 View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote prouddadx3 Quote  Post ReplyReply Direct Link To This Post Posted: 05/January/2009 at 11:03pm
I agree with the consistency. Having a script of politeness starts the selling process off on a good foot. Even if the customer feels that your responses are scripted, they will appreciate the professionalism and they will expect more from your company and most likely buy from you.
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Steam Man View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Steam Man Quote  Post ReplyReply Direct Link To This Post Posted: 10/April/2009 at 7:33pm
All though this is totally counter to what we are told is 'right', I maintain a very different 'attitude'. It's not rude, but it certainly isn't subservient.

I think I picked this up from Dan Kennedy a loooong time ago. The attititude gives you the correct posture and relationship with a client and it's that you don't need them, but they may well need you. It's more a tone than anything you might say, it also means you ask the questions and are in control.

Sounds awful doesn't it, but for some reason it gets you more business.
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