Speaker (April 2025) recommends HVAC/plumbing marketers focus on call center data: record and transcribe inbound calls, identify recurring themes (price objections, hesitations, prior bad experiences), and use AI tools (e.g., ChatGPT) to generate objection-handling scripts for CSRs and field technicians. Emphasizes using these insights to improve marketing messaging, booking rates, and follow-up calls to convert expensive leads.
I started literally from knowing nothing in January of last year. So I do think that's going to be a game changer for all of us in 2025. One thing I think specific to marketing, which I don't know, maybe is going to sound non traditional, but I think it's something that anybody listening to this can do is to kind of focus on your call center again. Listen to the calls that are coming in, listen to what people are needing. Because we mentioned before about how consumer behavior has been changing. This is, we're hearing conversations coming from people now that we weren't just a few years ago. So I think there's a lot of power in that and knowing it's going to help drive your marketing. Right. If you really are listening to what people are wanting when they're calling, what are their hesitations? Why are they nervous about calling a plumber? Why are they nervous about booking your company? Did they just have a bad experience with somebody else? I think also you can then use AI to, to help you analyze that information. Again, I'm trying to put something out there too. Anybody can use this. If you have the ability to have your calls recorded like most of us hopefully at this point in time do download that transcript of the call and any CSR even can do this. Like we sometimes will pick like say the theme this week maybe is price objections. It's like, okay, Everybody go find one or two of your price objection calls. Download that transcript. Ask ChatGPT for some strategies that you can use next time when somebody has those same hesitations or questions. And what can I do to put that person at ease and to book that call. And your technicians can be using those same kind of strategies too in the field. But I just really think learning more about what people are looking for, you're paying to get these leads right? We just said how expensive they're getting. Let's do something with them and let's use the technology and the tools that we all have available to us now to really make the most of them. Even if it's after the fact, because that will help with follow up calls if something didn't get booked. I always say if you call that person back and say to them like, hey, did you, did you find somebody who was able to give you a price over the phone for that? Most of the time they're going to say no. You know what? I called like four of their companies and they're all saying the same thing. And this one wants to charge me this, and this one wants to charge me that, and. But now you called them back, and they're maybe going to say, you know what? Yeah, why don't you just come. Come and help me out with it? So I really feel like, yeah, listen to your customers. Use that information to help you.
