Angie Snow knows call centers. The owner of Western Heating & Air Conditioning and ServiceTitan’s Principal Industry Advisor has spent 15 years resolving questions about seeking reviews, explaining your pricing, tools and training, and relationship building.
On the issue of customer reviews, Snow says it should be everybody’s job to acquire them.
“We need reviews,” she says. “It’s a big part of our business. The number-one thing people want is a company that’s recommended by other people. If you’re not actively seeking out reviews on every call then you’re missing a big opportunity.”
Snow also preaches the notion that CSRs need to be prepared to respond to potential customers who may be calling around looking for the lowest price.
“The office staff needs to understand why you’re priced higher than the competition,” she says. “They have to be ready to answer hard questions about the value of your company and be able to recognize high-value customers looking for quality services.”
To get the most out of a team, call center managers need to do two things well, Snow says: Give employees tools and training and build relationships so your managers know what their CSRs want.
“Don’t just throw them out there and expect CSRs to do it,” she says. Teach them how to do it. Give them tools and training. And then set the goals.”
Snow adds that when setting goals it’s important to take time to find out what motivates your team.
“There are so many different things that we can do to incentivize our teams,” she says. “And so, just understanding incentivizing and the best way to incentivize and what to incentivize on is really, really important for your call center and for your technicians.”
Angie Snow recently joined ServiceTitan’s Jackie Aubel as part of Season 8 of the “Toolbox for the Trades” podcast, which included Snow’s thoughts on:
(3:47) Justifying your value proposition in customer memberships
(9:01) Why customer reviews are essential to continued growth
(17:34) Qualifying customers by asking the right questions
(28:18) Basing CSR incentives on your desired outcomes
(35:15 Engaging with tough-to-reach customers
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