How to Book Appointments For Your Business Like A Pro
This week on ‘Ask the Experts,’ an HVAC Contractor in Iowa asked:
“I want to know how to book appointments and add more value to my customers during their first point of contact with the customer.”
Cameron began by explaining that the number one aspect a company can improve upon with booking their calls is their degree of professionality. “Your people need to be creating a great experience on that call, so when your phone rings, the people that are contacting you get professional responses and professional treatment,” explained Cameron.
During the actual booking call, explained Cameron, there’s only so much you can improve upon. Instead, the biggest area for growth is in between the call being booked and the technician arriving at the customer’s house.
“I like to send a technician profile so they know who’s coming to their house, how long they’ve been in the industry and what their specializations are, as well as some information about the individual, such as sharing a personal tidbit about them or their family, and finally an overview of your company and what your about,” said Cameron.
“I also like to throw in what I call a ‘buyer’s guide,'” added Cameron. “Something like ‘How to Select a Contractor’ and ‘Top 5 Things Homeowners Must Know When Replacing Their System.’
Cameron said that these sorts of guides can be extremely helpful to homeowners and helps to build your company up in their heads as being the authority in your market. But it is also important that any information your company is passing along to the customer has to appear generic, and not specifically doctored to lead a customer to buy from you.
Drew Cameron is a renowned author, speaker, educator, coach, consultant, software developer, philanthropist, and an International Consultant Award Winner. Drew is also a president of the Cameron Family Memorial Foundation; a Board member, a Foundation Board Trustee, a Contractor University Founder & Faculty member, Resident Expert of Contractor Connect for Electric & Gas Industries Association (EGIA); a member of Black Belt Contracting (BBC).
Our faculty members have also answered questions on other topics related to system sales, including How to Keep CSRs Motivated and How to Ask Customers to Wait for an Appointment.
Hear more from our “Ask The Experts” faculty members on “Cracking The Code,” our weekly web series.
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