2024-04-04 20:39
Trust at Work
A Foundation for Flourishing Teams… Read More
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We teach business owners and customer service representatives skills they can use to be more effective in their businesses - we teach them how to book more calls!
2024-04-04 09:17
The Key to Customer Satisfaction
Maximize Your Returns
Memberships and Agreements
In any service-oriented industry, maintaining a competitive edge goes beyond the quality of the ser… Read More
2024-03-28 14:42
Excelling in Field Service
Principles for Technicians and Field Operators… Read More
2024-03-21 14:42
Maximize Productivity
Time Management Strategies for Home Service Professionals… Read More
2024-03-14 14:15
Navigating Harmony
A Guide to Effective Conflict Resolutions… Read More
2024-03-06 13:15
Leadership in Customer Service
Inspiring and Motivating Home Service Teams… Read More
2024-02-29 14:00
Sustainability in Home Services
Eco-Friendly Practices… Read More
2024-02-15 14:40
Shaping Customer Perceptions
With Positive Language… Read More
2024-02-08 06:16
Beyond the Script
Nurturing Authentic Customer Interactions… Read More
2024-01-24 17:34
Mastering the Art of Customer Engagement
Strategies for Home Service Leaders… Read More
2024-01-17 19:53
Adapting to Remote Service
Strategies for Exceptional Virtual Customer Support… Read More
2024-01-11 13:48
Declutter and Organize
A New Year's Guide to a Tidy Office… Read More
2024-01-03 09:30
Revamping Your Home
New Year’s Resolutions for Home Maintenance… Read More
2023-12-27 10:00
Goal Setting Strategies
Maximize Your Achievements in 2024… Read More
2023-12-20 13:55
Holiday Cheer at Work
Festive Ideas to Energize Your Workplace… Read More
2023-12-13 14:00
A Worthy Investment
Maximize the Use of Your Time with Coaching… Read More
2023-12-05 14:44
The Principle of Patience
A Personal Story (Part 1)
Where it Began… Read More
2023-12-01 21:11
Make the Most of Downtime
Strategies for Keeping Call Centers Busy
Call Ce… Read More
2023-12-01 14:15
The Principle of Patience
A Personal Story (Part 2)… Read More
2023-11-29 19:06
Proactive Outreach
Going Beyond the Ring… Read More
2023-10-12 16:17
Evolving Business Practices in a World of Change
Unlocking Membership Revenue… Read More
2023-09-25 23:26
Setting Up Your Organization for Success
Part 3: Feedback, Accountability, and Adaptation… Read More
2023-09-18 20:30
Setting Up Your Organization for Success
Part 2: Team Building, Communication, and Development… Read More
2023-09-11 20:00
Setting Up Your Organization for Success
Part 1: Vision, Structure, and Roles… Read More
2023-09-04 22:32
The Power of Cross-Training
Cross Training CSR’s and Sales Reps Helps Build a Versatile Call Center… Read More
2023-08-28 21:51
Welcome back! This is part 4 of our Something to Give series!… Read More
2023-08-17 22:32
Welcome back! This is part 2 of our Something to Give series!… Read More
2023-08-14 00:01
Welcome back! This is part 3 of our Something to Give series!… Read More
2023-08-07 00:01
Leading With The Pattern For Excellence
Changing The Perspectiv… Read More
2023-08-01 00:01
Sales Are Changing
Adapt To Build Better Experiences
The age… Read More
2023-07-24 00:01
Practices, Activities, and Ideas to Promote Harmony… Read More
2023-07-17 00:01
A Prosperous Business Starts With A Loyal Team Foundation
The I… Read More
2023-07-10 19:04
When Is The Right Time To Let An Employee Go?
Navigating Employee Termination… Read More
2023-07-05 23:33
Creating A Customer-Centric Team
It starts with you.
The role of a custom… Read More
2023-06-30 00:01
Well Oiled Machines Healthy Employees… Read More
2023-06-28 00:01
Proactive Approaches To Avoid Reactive Behavior… Read More
2023-06-26 00:01
How Do I Know If My Team Is Burnt Out?
How To Spot Burnout… Read More
2023-06-22 16:43
Does your team have Busy-Season Burnout?
What is Burnout?… Read More
2022-10-27 15:42
The post This Call May Be Recorded Featuring DAVID MEAD! first appeared on Power Selling Pros.The post This Call May Be Recorded Featuring DAVID MEAD! appeared first on Power Selling P… Read More
2022-07-27 16:30
The post WEBINAR – Asking Questions That Will Change Your Business (& Life) Forever first appeared on Power Selling Pros.The post WEBINAR – Asking Questions That Will Chang… Read More
2022-06-30 18:40
Customer calls in to cancel service or a service agreement:
Be Positive: (Smile) “It’s a GREAT day at (company name)! This is (Name), How can I help you?
Get the customer&r&hell…Read More
2022-06-30 17:20
The post UNLIMITED CUSTOMERS: How to Build a Maintenance Agreement List That Powers Your Business All Year first appeared on Power Selling Pros.The post UNLIMITED CUSTOMERS: How to Build a… Read More
2022-06-23 20:44
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… Read More
2022-05-23 15:06
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… Read More
2022-05-20 15:17
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 &ldqu&hell…Read More
2022-05-19 15:46
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&rs&hell…Read More
2022-05-13 16:01
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 mo… Read More
2022-05-09 22:48
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 n… Read More
2022-04-30 00:00
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 re… Read More
2022-04-29 23:59
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 tha… Read More
2022-04-26 15:43
Everyone in the Contracting World is wondering what to call their “Dispatch Fee…”
Some of the popular choices on the market include:
Trip Charge FeeDiagnostic FeeSe… Read More
2022-04-15 22:16
Some people call it “filler words…”
Others refer to it as “needing polish…”
The signs of it are “umm…”, “uh… Read More
2022-04-15 22:14
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 husban… Read More
2022-04-11 17:22
“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… Read More
2022-04-08 03:36
Yesterday in Las Vegas, multiple HVAC Business Owners shared the same concern with me about investing in Customer Service Training:“I think this would be absolutely amazing for us,&rdq&hell…Read More
2022-03-24 04:51
As we’ve been back at Trade Shows this spring, it’s been interesting to see three customer service challenges most contractors have:
1) Consistency
2) Giving Feedback
3)… Read More
2022-03-23 20:08
Training is broken.
Traditional industry training comes from a “lecture style,” old-school educational mindset. Gather everyone in a room, deliver information to them, and hop… Read More
2022-03-17 22:49
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… Read More
2022-03-08 22:52
“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 tha… Read More
2022-03-08 22:30
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… Read More
2022-03-01 01:19
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 ano… Read More
2022-02-25 20:41
The post This Call May Be Recorded – Episode 10 appeared first on Power Selling Pros Read More
2022-02-23 22:05
The post This Call May Be Recorded – Episode 9 appeared first on Power Selling Pros Read More
2022-02-23 22:04
The post This Call May Be Recorded – Episode 8 appeared first on Power Selling Pros Read More
2022-02-23 22:02
The post This Call May Be Recorded – Episode 6 appeared first on Power Selling Pros Read More
2022-02-23 22:00
The post This Call May Be Recorded – Episode 5 appeared first on Power Selling Pros Read More
2022-02-23 21:56
The post This Call May Be Recorded – Episode 4 appeared first on Power Selling Pros Read More
2022-02-23 21:55
The post This Call May Be Recorded – Episode 3 appeared first on Power Selling Pros Read More
2022-02-23 21:52
The post This Call May Be Recorded – Episode 2 appeared first on Power Selling Pros Read More
2022-02-22 16:33
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 y… Read More
2022-02-21 17:01
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 th… Read More
2022-02-17 19:56
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:
… Read More
2022-02-17 19:04
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… Read More
2022-02-07 23:01
The post This Call May Be Recorded – Episode 7 appeared first on Power Selling Pros Read More
2022-02-07 22:49
The bar for “WOW” customer service is embarrassingly low… From customer service reps who act like they’d rather be doing anything else, to companies that make you re… Read More
2022-01-12 13:09
The post Weekly Live Call Coaching appeared first on Power Selling Pros Read More
2022-01-12 13:02
Here’s a tip for increasing sales as an HVAC technician. As you already know, not every customer buys on your first visit. There’s a lot of homeowners who say, “Well, we ne… Read More
2022-01-12 12:42
This sucks:
When a customer says they need service “ASAP” but you’re booked out ’till next week.
You try to reason with them…
Maybe you offer a… Read More
2021-10-07 17:08
Free PDF for Contractors: Top 20 Things to NEVER Say to Your Customers
This Free Two-Page PDF Shows You and Your Team:
All 20 Cringe-Worthy Phrases Even… Read More
2021-06-28 07:34
“[Personalized CSR Coaching has been] Some of the best training I’ve ever had! The coaching is specialized for me and targeted to my skill level and my opportunities. I’ve… Read More
2021-06-25 20:30
Doing something I’ve never done before… I filmed a 9-minute video breaking down a phone call I took several years ago so you can hear it. This video is an ideal training opportu… Read More
2021-06-25 08:00
Extreme Customer Service, if done well, can be the engine that propels your Service Business into the future. (NOTE: 300+ Contractors Use Power Selling Pros’ Customer Service Coaching… Read More
2021-06-22 20:54
Three Strategies You Can Use From Chick-Fil-A’s Customer Service: In Northern Utah, there’ a Wendy’s directly next-door to Chick-Fil-A. And […]
The post Inside Chick… Read More
2021-05-14 19:42
There’s a crisis happening in our companies: Every truly great business needs their people to do three things even better […]
The post How to Ask Questions That Bring Out the Tr… Read More
2021-05-13 15:33
“Customers today push hard...
They can look up everything on line, so they just HAMMER us on price. ‘Why can’t you just give it to me?‘ they ask. But we look reall… Read More
2021-04-29 13:26
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The post Protected: Quarantine 14 Download appeared first on Power Selling Pros Read More
2021-04-23 18:53
7 years ago I read a story that inspired me:
It’s about two men who worked in the same positions in an organization, and both achieved more than their peers. They were, by all acc… Read More
2021-04-20 18:23
“I’m averaging like a 97% call rate book, so that in itself for me is a win.”
Marc from Albrights Mechanical Services books 97% of his calls and sold a water heater on h… Read More
2021-04-07 18:10
This sucks:
When a customer says they need service “ASAP” but you’re booked out ’till next week.
You try to reason with them…
Maybe you offer a disco… Read More
2021-04-07 14:54
All It Took Was a Bad Review is a fictional short story about a real phenomenon happening in the Home Services Industry.
Imagine this…
John and his wife, Joanne, the characters… Read More
2021-04-06 04:46
Some Things Are Bigger Than Money & Business…
It’s 10:18 P.M.
My kids went to bed a little over two hours ago. A couch I ordered back in December finally arrives at my… Read More
2021-04-05 19:54
I could argue that the job of leadership comes down to two activitie:
Growing the businessAligning the teamIf you could lie your head down at night knowing your business is moving up-and… Read More
2021-04-02 23:07
Ever heard of “copy & paste” culture?
It’s where businesses copy what’s being done by the most successful companies in their industry, and apply the same prac… Read More
2021-03-12 19:23
Zac, the confused millennial here…I’m an avid customer experience seeker. And when I find them (good or bad) I like to share them. For example:That was a review I… Read More
2021-02-11 03:59
Allow us to beat a dead horse for a moment:
COVID changed things.
But while it’s affected millions of people in a negative way, this episode of LIP Service for Contractor… Read More
2021-02-04 03:06
How do some people learn new skills and information with extraordinary quickness? How do they go from 0 to level 100 in a matter of days? The answer lies in IMMERSION. It’s about… Read More
2021-01-28 04:40
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Whether you like it or not…
Your CSRs have three main jobs they must be doing: 1) book calls. 2) WOW customers. 3) Generate… Read More
2021-01-21 02:40
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Customers get angry for a lot of reasons. But when you write down a list of all the reasons why, they pretty much always come back to tw… Read More
2021-01-14 03:16
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Zappos is renowned globally for its customer service culture. So, in light of Tony Hsieh’s tragic death at the end of 2020, we dec… Read More
2021-01-07 02:15
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This week on LIP Service for Contractors…
To-Do lists are the cockroaches of productivity. They never seem to die, even when w… Read More
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