Webinar - How To Increase Call Booking Rates

Hi, good morning. This is Madison from Servicetitan. How is everyone this morning? We have a ton of attendees on the line and we're so, so, so excited to welcome you onto this webinar and to introduce you to Brigham of Power Selling Pros. So We've got almost 90 of you here today. Can everyone see the question box? Can you type in and tell us where you're calling in from? Charlotte, North Carolina. Reno, Oregon, Virginia. How exciting. Nice to meet you all. Whitney, Spencer, Carrie, Renee. Thank you for joining us. Anyone else? Wow. Austin, Sunny, South Florida. Colorado Springs. Rochester, New York. We've got Quincy, Illinois. I'm a Chicago girl, so when I saw Illinois, I got really excited. Wichita, Kansas, Idaho. Chicago. Hey. Rebecca Joliet. Hi. Adam. Concord, California. Phyllis from Texas. Brandy from Austin. Amanda from Iowa. Deb from Tampa. Hey there. Anna from Boise, Idaho. Brian from Phoenix. I'm going to Phoenix in a few weeks for a conference. I'm so excited to see. Beautiful. Arizona, Tucson. Hi there, Belinda. Indianapolis, Southport. Wow. Thank you everyone for joining. We've got quite the map of the United States covered here. It's so wonderful to see that everyone's tuning in. So excited to have you all. We'll be starting in just a few moments. Wanted to say Michigan. Hey there. Emily from Rhode Island. Pawtucket, Washington State. That's Nicole with four exclamation points. Lynn Wise is on from Contractor in Charge. Hey there, Deb. Hi, Lynn. Stacy, Michael. We've got Waco, Texas, Baltimore, Maryland, Atlanta. Hi, Vicki, Maryland. Awesome. Belleville, Charleston. Awesome. So this is such a diverse crowd. I'm so, so excited. Okay, so let's check the time. It's 10. We're going to wait just two more minutes for just a few more folks. Hey, Brigham, are you on the line? Do you want to say hi to everyone?

How's it going, guys? Glad to see so many joining us. It's going to be great.

Awesome. And Brigham, you're out in Utah, correct me if I'm wrong.

That's right. Anybody else from Utah? Not yet.

We'll all come visit you. We'll all come out to Power Selling Pro's headquarters in Utah and come visit.

Oh, I would. It would be so much fun.

Awesome. Well, okay, so let's see. It is 10:04. So we are going to wait just a few more moments. I know everyone is really excited to get started. We have a really great lineup, some great content. Brigham and I have been working hard to put everything together. Reggie has also been wonderful from the Service Titan marketing team. He has been Working really hard as well, helping to make, monitor and field all the questions and helping us prep for today. So if you all have any questions at any time, please feel free to type it in the question box. We are very, very excited to answer any and all your questions. Awesome. So let's get started. So the question box. I just want to make sure that everyone is heard and can ask any of their questions today. So today we will be talking eight principles to help you. Wow. More customers. We'll talk about how you're able to create an emotional connection over the phone and what an extraordinary call actually sounds like, and also how one extra call per day can dramatically change our business. So wait till you hear that. You're going to be so blown away and impressed by the numbers. And stay tuned till the very end. We have a very special Q and A with Briga. All right, so before we get started, I want to tell you a little bit first about Servicetitan. So I'm Madison and I'm the business development manager here at Servicetitan. And Servicetitan is an amazing number one software platform for managing home services businesses, incorporating the industry's best practices to help run a better business, lower cost, improve sales, and provide a customer a better customer experience in general. So with that said, I wanted to share a little story. Grown up in the business their entire lives, and they've also seen the ins and outs just growing up with their father's business. And so the two dads actually asked their sons to help identify a software to really help them manage their business better. And they couldn't find one. So the two sons, Ara and Bahi, set out to create their is how service titan was born. So with that said, I'd love to introduce our special guest today, Mr. Brigham Dickinson. Brigham is the president and founder of Power Selling Pros, a leading coaching and training firm dedicated to teaching call handling teams to wow more customers in the residential H vac industry. So in 2009, power selling pros trained six call handlers. And now they've trained over thousands. And thousands of these folks have come from all over the globe. He's trained folks in England, in Australia, in Canada, and also the United States. Power Selling Pro's growth comes through mostly referrals, thanks to their proven call handling certification process and their high level of customer satisfaction. Brigham, welcome, welcome. And thank you for your time today.

Oh, it's my pleasure. It's my pleasure.

Awesome. So I wanted to share this special, special slide because when I saw these numbers, I was mind blown. Okay. So let's talk about how the average ticket is about $500, give or take. This is average. And if you have one extra call booked per day per csr, so times one, and then if you times it by the number of working days per year. So we've got 365 days in a year, and in a calendar year. But how many of those days are working days? Only 261. So if you times one extra call with the value of $500 per ticket for 261 days, you've got $130,500. Brigham, is that not amazing?

It's incredible. It's incredible, and it's something that we do for clients every day. We've got a certification process that works, and it works every time. And when they follow the process that we teach, not only are they booking one more call a day, but they're booking three more calls a day, four more calls a day. The average contractor without call recording, without listening to their phone calls, is probably booking about 55 to 60% of their calls. And I know what people are thinking. They're going, that's not me. I'm the exception to the rule. You'd be surprised if you're not listening to your phone calls on a regular basis. If you don't have coaching, you're probably booking less than you think. So, yeah, 55 to 60% is the industry average. But when they're done with the certification process, boy, you're looking at 85, 90, 95% of your calls. So we're not just talking about one phone call. We're talking about 2, 3, 4, 5, 6, 7, if not more. So when you do the math, when you consider one book call, consider 10 more book calls, consider 15 more book calls just from the calls that are already coming into your office. It makes all the difference in the world.

Wow. There's so much potential. If we're booking 10 calls or more, we're getting into the millions. That's amazing. Such huge potential.

Just with the calls that are coming into your office.

Wow. Okay. So I want to learn more about how people can do this. I want to know when a call comes in. Brigham, how do we really connect with our customers?

You know, it's a great question, because when a customer gets on the phone, we have a tendency to grab their address first or find out how close they are to a technician or that sort of thing. And the difficulty is that you don't get a chance to really connect with that customer. But if you can listen to them first. In other words, help them feel like they're being understood, cared about, reassured. And those are the things that they need to have these emotional needs. And you got to tap into those emotional needs. So, for example, in the beginning, if they're explaining their situation and the first thing you ask for is an address, they'd be like, well, yeah, I'm happy to give you my address, but I don't even know if you understand my situation. If you don't understand my situation, how do I know that you care? How do I know that you can, you can actually help me, that you're going to make me a priority? They have these emotional needs and they need them fulfilled. They need them taken care of in order to feel comfortable moving forward with the appointment. So you absolutely want to connect with the customer. And the best way to do it, show them that you understand, show them that you care, and reassure them that you can help. Now, it's tough to do that over the phone. If we were face to face, I would have eye contact. You'd be taking notes. You might even be leaning forward. You'd probably be nodding your head up and down. I could see without saying anything that you're listening. But over the phone, we don't have that luxury. So we have to show them that we're listening. We have to show them that we care by using our words. So that's how it works. You definitely got it. The way to connect, you got to listen, you got to show them that you're listening. You got to show them that you care. And you have to reassure them. Once you do that, it's a whole lot easier because they like you.

Brigham, thank you so much for sharing. That is such an important component to this. And it's so easy to forget that, you know, when we're just picking up the phone and answering the phone. So what a great reminder, you know, that in the first 30 seconds, we have a great opportunity to make a really wonderful impression and really make them feel heard, cared for and reassured. Thank you for sharing. Awesome. Well, I would love to learn more about how we can actually do this. I know that you have this pattern for excellence. Can you tell me more about how that all fits in?

Yeah. This is the basis for our curriculum and we have three levels of certification, eight pre structured lessons in each, and they're all based on this foundation, this circle that you see here. There are eight principles and there's one end goal, if you wanted. What we'll do is we'll just go over each One of these, and I'll explain in detail why each are important. How does that sound?

That sounds perfect. What does this ultimate lead to? When we master all of these principles.

The end goal is to create a wow experience. And a wow experience is that moment when your client recognizes that you went above and beyond in the way you took care of them. It's like when somebody says, wow, an expression where somebody says, wow, that was awesome. They're often used when the client describes how you created value for them in an unexpected way and won the moment. And that's just it. When a customer gets on the phone, we are the company. We are the first impression they have of the company, the last if they mess it up. And so we have to rock it. We have to rock it. We have to crush it. Now, how do you do that? Well, you win the moment. You win the moment by creating that wow experience. Now, look, byproduct of a wow experience. It's a booked call. Of course you're going to book that call. A byproduct of the wow experience. Another one would be making more money. But that's the goal. You. You want to create a wow experience. You want them to say, wow. And if you say wow, boy, and you do it in every interaction, you're going to book a whole lot more phone calls, and the companies are going to make a whole lot more money. So that's the end goal. Create that wow moment.

Sounds great. Well, I'm interested in learning more, so let's rock and roll and jump to the first one. So here you say, be positive. So let me tell you, in life, we've got ups and downs. Some days I have good days, and some days I have bad days. How do I stay positive, especially when I'm on the phone?

You know, a lot of CSRs we work with would say that they're super happy people, that they're upbeat, and I completely agree. I don't discount how they feel about themselves whatsoever. But when a customer gets on the phone and they say, hey, you've been out to my home three times in the last two weeks, that's going to affect you. Don't say that it won't. Or when a technician says, hey, I don't know what you guys are doing over there in the office, but you guys gave me the wrong address. Or, this guy's not a lead. This guy's not a customer. Or you might have somebody in the office that's negative. They take a look at the dispatch board and they go, hey, what did you do, and it says if you erased every appointment on the dispatch board, like you are personally responsible for that. These things happen. They creep up on you and it could affect your state of being. So what do you do? Well, you've got to have a plan. You've got to have a plan in place that maintains that positive attitude. Now, why? Because when you're negative, it's contagious. It's negative energy, and the customer will sense it. They may book with you, but rest assured they're going to call somebody else because something didn't feel right. And it is all about emotion. People buy emotionally what they can justify logically. And so when you're spewing out bad energy, they sense that, they notice it. They call someplace else, even if they book with you. And so you've got to make sure you keep your attitude in check and you're giving positive energy. People want to deal with those who are positive, those who are upbeat, those who give them energy. It's important that you maintain your ability to give energy as opposed to take it. How do you do that? There's a great list right here. Watching funny clips on YouTube is a great way to release endorphins. Laugh. Having a minute of gratitude, where you write down everything you're grateful for, or even practicing yoga, you'd be surprised. The positive reinforcement that occurs there, you just push your chair back, you've got your headset on, and while you're talking in the back of your head you're going, yeah. How is this even possible? Try it. See what it does for you. See what it does for your state of being. Because you could do it right at your desk. Listening to positive music in the office, maybe having each hour, just like they do at Texas Roadhouse, where you play a theme song and everybody kind of jumps up for a couple of seconds and dances. Why is this important? Positive energy. They'll sense it. They'll absolutely sense it. And that's why it's so important to keep it in check.

Wow. Thanks for sharing. So positivity is really that contagious? And they can feel it even on the other side of the line.

Yeah.

That's incredible. That's good to remember. Watching funny clips, having a moment of gratitude, listening to some empowering, positive music. Just some small tweaks that change our mindset and change our state and our thoughts. It's incredible.

That's it. You do that regularly and they're going to sense that you're going to book more calls.

Awesome. We'll have to Keep that in mind. So, number two, you talk about being confident. How does one exude confidence? You've shared with us how one exudes positivity on the phone call. How do you exude that same level of confidence?

See, here's the interesting thing about working with call handling teams is that there are many who have been doing it for a long time, and they feel like they've got it. But there's two things working against you. Number one is that the customer's expectation continues to get higher. Why is that? Well, because they know what great customer service looks like. And that definition of what great customer service looks like continues to go higher and higher and higher. Why is that? Well, when you go to Chick Fil A and you experience the type of customer service they provide, the expectation goes up. When you go to Disney, the expectation goes up. When you shop on Zappos, the expectation goes up. When you fly on Southwest, the expectation goes up. When you go to Nordstrom's, the expectation goes up. And so the question is, how do you meet that level of expectation? How do you exceed it constantly as it goes up? Because you can't take how you answered the phone 10 years ago and apply that to today, because the customer's expectation is a whole lot higher. So as a professional in this industry, what are you doing to meet and see that expectation? Well, the only way is to practice before the phone rings. Take, for example, a professional football player. Any of them say Peyton Manning. If you were to hear him say, you know what? I'm good. I don't need to practice anymore. I've been doing this for years. I don't need to watch defenses on video. I don't need a coach. I don't need to strategize with anybody. Come on. I could coach the coach. You imagine him ever saying that? No, probably not. Probably not. Why? Because he's a professional. He's constantly working on his game. He can always get better. Well, how many of the CSRs that we're talking to today or the owners, how many of them are listening to their calls on a regular basis? Isn't that the equivalent of watching video? If you're a football player, how many of you guys are practicing regularly with each other? Customer gets on the phone, they want a ballpark price. They want to know what charges come out. They want to talk to a technician. You don't get calls like this. But when they come in, because rest assured, they do, what are you doing to make sure that you're ready to book that opportunity? Somebody Gets on the phone, they say, hey, what do you charge for a pound of R22? Are you going to lose that call? Are you going to book that call? If you're booking it, it's because you practiced beforehand. It's because you listened to your phone calls and worked it over and over and over again. It's because you've got a coach. That's what professionals do. If you're a professional and all you do is play the game, you're missing pieces. You need to work on your game so that you can book calls today. Not just book them, but create wow experiences so that when the customer hangs up, they go, wow. You're like, 91 1. There's no 912. Help is on the way. You want to be like that. You want to be indispensable to your organization. Practice first. Listen to your phone calls. Have a coach. You're a professional. And today, in order to be a professional, that's what you have to do.

Wow. I love that example you shared about Peyton Manning and a football player. You know, what kind of preparation does he put in? You know, he's a professional. We're professionals, and every line of work, we must invest, you know, in improving ourselves and in coaching to be the best that we can be. And this is the exact same thing.

That's right.

Awesome. Well, thank you for sharing. So I want to know more about, you know, okay, so I'm confident and, you know, I'm positive, and you can feel it. And that exudes on the phone call. But. But I can't see them in person. How do. How do I show them that I'm listening, you know, without having that body language and eye contact?

Yeah, that's a great question. So over the phone, they might sense your body language. They might sense you smiling, they might sense you sitting upright, and you've got great posture. And those things are extremely important. But in addition to that, to show somebody that you're listening, you're going to need to restate and rephrase. Now, you want to be careful with restating. Customer gets on the phone, they say, hey, my air conditioner is busted. And you say, okay, so your air conditioner is busted. Everybody like, yeah, that's what I just said. And so you want to rephrase the content a little bit. Hey, my air conditioner is busted. All right, so you've got an ac. It's not working at all right now. Now you've showed them that you completely understand without having to repeat them. You might want to ask Other questions, such as, tell me more. What's it doing? Has it been checked? How soon are you looking to get this done? Now, you may not want to ask all these questions. Can you imagine? Tell me more. Okay, so here's what's going on. What's it doing? Well, this is what it's doing. Has it been checked? Well, no, that's why I'm calling you. How soon are you looking to get this done? Now. Ish. What kind of problem are you experiencing? Wait a minute. We just covered all this. You don't need to ask all those questions, but just enough to get them talking about their situation and feel like you're engaged. You're present to the extent, expression, the tone and the intent of that customer. And they feel it, they sense it, and they feel like they're being understood.

That's great. Okay, that's great feedback. So we need to be present and they can hear in our tone and the intention is clear and they can just feel that. Okay, awesome. Good to know. So then it comes to showing them that we care. Right? So as we're listening, as we're confident, we have that positive attitude and we're rephrasing what they said. Does this show them that we truly care and that we're hearing them?

Okay, somewhat. You definitely want to show them that you understand. All right, yes, you're confident, you're well practiced, you're positive. But at some point they're going to share something with you. Now look, if they're calling in for a tune up, you probably don't need to express sympathy there. Can you imagine? I need a tune up. Oh, you need a tune up. Darn it. That doesn't make any sense at all. But there are going to be times where they say, you know what? My son is four months old, he can't go without a C. Or they might say, I take this pill for this and that pill for that, or I just had a hip replacement, or I'm working on a budget or whatever the case may be. Or it's really, really hot in here, or I've got family coming over and it's Thanksgiving, please help me. They share these things because they want you to know how grave their situation is. And so in that situation, you want to make sure that you express empathy. And empathy literally means feeling with someone. You want them to feel like you get them, that you're helping them carry this weight. Now, in any relationship, you might say to a loved one, you might say, look, I don't need you to come up with any solutions, I can come up with my own solutions. I just need you to care. I just need you to feel with me right now. Some people that are on this call are like, man, I really wish my husband was here right now. But you get my point. My point here is that people have a need to be cared about. The thing that you want to be careful with is saying sorry. People say sorry a lot. And there's like 132 people on this call and counting. And I'm willing to bet that 2/3 of them say sorry on a regular basis. Customer gets on the phone and they say, look, I've got a son who's four months old, he can't go without AC. And my mother in law who's 80 years old is living with us and there's no way we can do this. And we say, oh, sorry about that. You know how often people say sorry? It is constant. It just doesn't stop. And what happens is sorry begins to lose its meaning. I've got a friend, her name is Peggy Rogers and she's fantastic, except that she's constantly apologizing, sorry, sorry, sorry. Sometimes she recognizes, she says sorry. She says, I'm so sorry. I'm saying sorry. Really? My daughter, who's 16, Bella, she says sorry. She follows it up with my bad. Is she sorry? She's going to be. She's going to be sorry. So my point here is that you want to say something that is a little bit more creative when expressing empathy. So if you want to relate to them, if you've ever been without AC or without heat, that's not fun, that sucks. And so what you do is you express that you've been there as well. You're carrying the weight with them. Use an expression of concern, a simple or a huh or a wow or a jeez or a woof or a hmm. All those things will help show that you are feeling with this individual that you're talking to over the phone, agreeing with them. Oh, that's terrible. That's horrible. My goodness, I hate to hear that, that sort of thing. Feel for their circumstance. Can't imagine, I can't imagine what you're going through right now. You see, there's a ton of ways to express empathy without having to use the S word to show that you are feeling with them, that you're completely engaged. And when you do this, you listen, you care. Guess what? They begin to like you. And again, if they like you, it changes the game. It changes everything.

Wow, I love that you shared that with us, you know, the meaning of real empathy. You know, how do we convey that we understand and that we care and we feel, you know, that that's truly a terrible situation and we want to help them get out of it. We understand how important it is to them that we get this fixed and that we understand what they're going through. And we don't have to say sorry to convey that that is powerful because you're right. We say sorry too much and it begins to lose its meaning. Something I think our society does excellent. Well, thank you for sharing that tidbit. Would love to move on to the next one. So say yes. So after we hear all these things and the csr, we're ready to help. So is it as simple as just saying yes? How do we convey that we're ready to help and we're excited and we understand and we're ready to rock and roll?

Yeah. For starters, the customer is not sure that they've called the right place. You're one of many that they're likely going to call on their list because they're not sure and they're going to ask questions and they're going to make sure that they've called the right place. Hopefully someone in that conversation is sure that they can help. And hopefully it's us. Hopefully it's the csr, it's the call handling team. So first things first. You definitely want to reassure them. But there's more to than that. We say no more often than we think. For example, hey, I'm looking for a ballpark price. Yeah, we don't give prices over the phone. Okay, thanks, bye. Hey, I just want to talk to one of your technicians. Oh, I'm so sorry. They're all out in the field. And I said, sorry, Taboo, right? There's two strikes against me. And they say, okay, thanks, fine, they're gone. Or we say, yeah, there's no way we're going to give anybody out today. It is just crazy in our schedule right now. It's just not happening. And rest assured, there are a bunch of people laughing right now because that's exactly what they do and they shouldn't. We say no way too often. And we need to cut it out. We need to focus in on what we can do, not on we cannot do. And it's just. Look, I can't explain how important it is. The world goes around. When you say yes, how does the world go round? Well, if you want your kid to come home before midnight because it gets dangerous the longer he's Outside, you're hoping that when you ask him to be home before midnight, you're hoping he says yes. When you are wanting somebody to sign on the dotted line. Everybody wants to sell a system around here. Well, we're hoping that they say yes as opposed to no. You see how the world goes around when you say yes. Say you want to ask somebody's hand in marriage and you've done everything right. You give them all these subtle hints and you've practiced a couple of times. You've set up the right area and situation and you pop the question. You're looking for them to say yes. Because if you say, I know it's going to ruin not just your day, but your entire month because you work so hard just to get here. But the point is this. It is all about yes. What that means is you should stay away from no, because no requires no obligation. No is no nothing. Stay away from no. Just focus in on what you can do. Here's what I can do. Here's what I can do. Hey, I want a ballpark price. Great. Tell me more about your situation. What's going on? Well, I've got this air conditioner. It's blowing hot air. It's really a bad situation. Oh, my gosh. It sounds like. Well, look, you called the right place. When would you like us out? This afternoon will be good. What just happened there? You see, our goal is to focus in on what we can do, never what we cannot do. Customer wants the ballpark price. They're adamant about it. Mr. Jones, if we give you a price for the phone, we come out and give you a different price. Are you going to be happy with that? Well, no, I'm not going to be happy at all. All right, well, let us come out. Let us come out. Let us take a look at the situation. We'll give you a price while we're there, and it's going to be accurate. You see, I never once said no. Never once. Don't say no, say yes.

That is powerful. So my biggest takeaway from that was just never say no. Always turn it into a yes. So if they're asking about the pricing and how much it's going to cost right off the bat. Nobody can know these things accurately without going and seeing it. So focus on what can do, not what we can't do. That changes the entire dynamic of the situation. That is powerful. So after we say yes, Briga, we're ready to ask when. So can you tell me how do I ask when? What is the best time to Ask when? Sometimes.

Yeah, go ahead.

Do they want to hear it sometimes in the beginning, do they want to hear in the middle? Or do to. You want always say it at the end?

That's a great question. I would say it as often as I need to to get the appointment booked. And here's what I mean by that. This is a scary question. You know, I think it's about the third bullet point down. When would you like us to come out? I would say that two thirds of the people on this call would freak out to ask that question because the answer is right now. And if you're booked solid, that's the last question you want. You don't want to set them up to fail, right? It's a very scary thing. But there are two reasons why you want to ask that question anyway, even if you're booked for three weeks. Number one, when you ask, when would you like us to come out? You're going to find out what their expectation is. Now, whether you ask to know or to learn that expectation or not, they still have an expectation. So you might as well find out what it is. That's number one. Number two, when you ask the right question, you're looking for the right answer. Our ultimate goal, regardless of when we can come out, is that we come out. We want to come out. So when you ask the right question, you. You create a picture in their minds of us coming out, which is the whole point. We don't want to give them a ballpark price over the phone. We don't necessarily want to talk about what we charge to come out. We're going to talk about it eventually. We're going to get there, but we don't want to talk about that right now. Right now we want them to get focused on us coming out, because at the end of the day, that's how we make money. So we might as well ask, when would you like us to come out? Find out what the expectation is. Now, are we going to say, sure, we can come out right now when you ask? No, we are just finding out what that expectation is so that we can deal with it the best way possible. But if you don't ask, you're not going to know. And when it comes to when would you like to come out? You asked in the beginning, how often do we ask it? When do we ask it? You want to take care of their emotional needs first. You want to show them that you're listening. You want to show them that you care. You want to reassure them they've called the Right place. Once you've taken care of those emotional needs, then you can do it very, very quickly. Then you ask a question of your own, which is, when would you like us out? Oh, this afternoon would be good.

Great.

Let me get your contact information. We'll look at the schedule together. Did I say I could come out right now? I didn't, No, I just said let me get your contact information and we'll look at the schedule together. That's the goal. The goal is to get them thinking about us coming out because ultimately that's what we want to come out.

That's great. No, absolutely. I think you really nailed it where you talked about address their emotional needs, let them know that you care and you're listening and then empower them and let them know, hey, I'm going to take care of you. Let me find out when we can come out and see what's going on. This all leads to building value. It sounds like, how do we actually build value first? Because so often they're calling on the phone and they're saying, hey, how much is this going to cost? No, I'm not interested. Okay, well you're not going to tell me the price? I don't know. How do you build value first? How do you show them that, that we have value to offer and get them to consider that and be open minded about it?

Okay, so that's a great question. Customer gets on the phone and they say, hey, what do you charge to come out? And we think, oh, that's a price shopper. Oh, those darn price shoppers. They're just looking for a price and we're not focused and we lose those opportunities. We say our price is X and they move on. Well, nobody wins there, not the customer because they're not working with the best company. And neither does the company win because they're not working with a customer. Everybody loses in that scenario. So how do you turn that around? It's very simple. You got to build value first. Now you want to take care of their emotional needs. You want to show them that you're listening, caring, saying yes, asking the right questions, and of course asking for that appointment. After the appointment is booked, you're going to build value before you present that fee. Now the simplest way to do it is to say, Mr. Jones, I'm going to send out a technician. He's trained, he's certified, he's back marked, and he's been around for the last 30 years now, so you're in great hands. He'll come out with A fully stocked truck. He'll look at the scope of the work. He'll tell you exactly what needs to be fixed and give you a price before he starts. Now, there is a fee of extra to come out and do that. So you're all set there. You see, I just build value first. Now that's one way to do it in level one. That's what we teach you. But if you get to level three with our certification process, we start focusing in on the specific technicians that we're sending out. Say for example, I know that I'm going to be sending out Louis and Louie's fantastic. I'm going to send Louie out to your home. He's going to take a look at your situation. He's going to determine if it's just air purification that you need or maybe some zoning. We're going to take great care of you. Now, Louie, he's just like a big teddy bear. He's great at taking care of indoor air quality and air purification because that's specifically what you're looking for. He's an expert at that and he's going to take care of that. He's going to answer all your questions for you. Now you're not just one worried or concerned about any technician. Come to your home. You're excited about Louie coming to your home. And guess what? You don't care how long it takes for Louie to get there. Because it's Louie. It's Louie coming to your home. And you might wait throughout the day for that individual. And you've also built the value before you present the fee. And the fee doesn't matter. Why? Because they like you. It's kind of like an infomercial. In an infomercial, they give the price at the beginning or the end. They give that in the end. Yeah. And the reason why they do that is because they're building value throughout. So you get to the point where, yeah, it's chump change for the value that's involved. It's a no brainer. And the same thing holds true with the customer getting on the phone and saying, hey, what do you charge to come out? That's not a price shopper, that's a value shopper. That is somebody that is saying, hey, look, I don't know the difference between you and the next guy aside from your dispatch fee. Now, if they get off the phone still feeling that way, whose fault is that?

That's us.

Yes. That is on us. So we've got to build value. These are value shoppers that should Be booked, should be wowed. And it's on us if we don't do that.

Wow. Okay, so then we can talk about our local awards, our company. We can talk about how great our techs are to really show them that we are definitely not the same as our competitors and really be able to get them to understand us at a very emotional level, maybe how involved we are with the community, some of the great work we've done locally, etc.

Yeah, exactly.

So before I end calls, I want to make sure that we can leave with gratitude, that we, you know, we bring it full circle, that we understand them, we hear them, we care about them, that we're empowering them and we're ready to help them, and they feel. Feel like they're taken care of. So how do I end it? With gratitude. You know, it's kind of the beautiful bow at the end.

Yeah. I'll tell you, Madison, I've got a good friend. His name is Keen Farr, and he's well into his 80s. And he and I, we talk about life. We talk about the weightier matters. And on one in particular day, I was sitting on his porch, and he was talking about his friends, how they were dying around him. And he began to hint that he was gonna. He was gonna die too. And I hated that. I mean, the guy's almost 90, but he's such a. Such a figure, you know, a great guy that changes everything. The dynamic in the neighborhood. He's super positive, super upbeat. The kids feel safe around him. It's just awesome to have him around. So I said, look, you can't die. And he said, what do you mean? And I said, well, you're the sage in the neighborhood. He says, oh, it's sage you want. And then he forgot what we were talking about. He's kind of moved on. And I thought, okay, so he's almost 90. Not a big deal. Well, two days later, he knocks on my door, and he presents me this little bottle of sage leaves. And he says, here you go, Brigham. After I'm gone, you'll still have sage. How cool is this guy, right? Yeah. And so he said, let me tell you. Let me give you some sage, Brigham. He says, you know, there's this gal named Koby Lynn, and she's. She's great. And she had this youth campout that. That she invited him to. And he went and he addressed this youth at this campout, and it was great. Well, two weeks later, he receives a thank you letter from Kobe Lynn. And he says, I gotta tell you, you might get an email or phone call where somebody says thank you. But very rarely today do you ever get a thank you letter. And I gotta tell you, every time I see Kobe Lynn, and it's been four years now, I can't help but think of that thank you letter. You see that? Wow. And that's based on gratitude. When you say thank you, what you're really saying is, is you made a difference. And when somebody feels like they've made a difference, they feel important. And when people feel important and you made them feel that way, they become loyal. They become loyal to you, they become loyal to your cause. And that's what gratitude is all about. It's about creating loyalty.

That is powerful. Those are powerful examples. Going the extra step and the extra mile, like Kobe Lynn writing a card. Nobody does that anymore. Handwritten things are so much of a lost art in our society, but I know they make the biggest difference. So here at Servicetitan, that's something that we really pride ourselves in. And going the extra mile for our customers, whether it's through a thank you card or remembering the little things. I think you're right, Brigham. It all shows gratitude.

Yeah.

Awesome. So next one, next slide. You and I get to practice this, Brigham. But before we practice and before we start being CSRs and customers, I want to make sure that everyone is doing well in the webinar that if, if anyone has any questions, please feel free to type them into the question box. Reggie, our talented marketing guru, is monitoring our questions box to make sure that every question gets answered. So please, please, if you have any question, a big question, a little question, please type it in because Brigham and I are happy to answer all of them. Okay, Brigham, are you ready?

I'm ready.

Okay, so how about I be the customer first and you can be the csr?

Sounds great. So our goal in the beginning is to create a connection, right? And let's just do the first 30 seconds. Let's do on up to when would you like us to come out? Billing value is going to depend greatly on what specifically is involved with each company. So if we just focus in on the first 30 to 60 seconds where we go through the first six principles, I think that would be enough. Does that sound all right?

Sounds perfect.

Alright, cool. So I'll be the CSR and I'm going to go ahead and you be the telephone. Just go ring, ring, ring. And then I'll start with my greeting.

Sounds good. Ring, ring, ring.

They've calling. Totally awesome. Heating and cooling. This is Brigham. How Can I help?

Hi, Brigham. My name is Madison. My AC is blown. I'm so upset. My grandma just moved in with us and she's 85 and she's so uncomfortable. Oh, my gosh. Bring it up. What do I do?

Well, look, you definitely called the right place. Your grandma is coming or she lives there.

She just moved here about a week ago. And I promised her that this is a beautiful home and that everything is perfect because she's not feeling right.

Well, of course it is. Of course. And we're going to make sure it stays that way. Now, I want to make sure that I grab your name. You said it was Madison.

Yes, that's right.

Okay, well, we can definitely help you with that. Madison. When would you like us out?

Can you come in? Two hours?

Okay, so let's pause right there. So our goal in the beginning is to take care of the emotional needs first. Right? You were so great about explaining your entire situation. I want to say there is. Tell me more. You know why?

Why?

Because you gave me all that I needed. And if you say, tell me more, and there's. And two thirds of the people on this call are going to be like, yeah, I wouldn't ask. Tell me more either. Because you might go on and on and on and on and on. But you gave me just enough information. I had all the information that I needed. So all I needed to do there was express some empathy, reassure you that we called the right place, and ask for the appointment. Done. We're rocking. We're already focusing in on the next step, which is for us to come out. In most cases, say if a customer says very little over the phone, say, for example, I want a ballpark price in those situations. Tell me more. Well, I've got this air conditioner. It's blowing hot air. They say they want to know. It should charge to come out. Well, it depends on your situation. Can you tell me more about it? If you get them talking about the situation itself, as opposed to their perceived solution to the problem, say they want a tune up and you think, okay, yeah, I can just book a tune up. No, no, no, no. Ask more questions. You need a tune up. Okay, tell me what's going on with your system. Well, it's not working the way that it should. Well, that's not a tune up. That's a service call. And so we want to ask questions in the beginning to get them talking and give us more information. But if they give it to us without us asking, we don't need to do that. We don't need to say tell me more.

Okay, so let's move on to the next slide. Call recordings. Now that we've done our own demonstration, let's hear some others who have done phenomenally. All right, this is Katie. How may I help you? Hi, Katie.

We have a leak. Oh, miss, what's going on? Well, we don't know. We opened up our crawl space and found water. And then we noticed there were drips.

Coming down from the beams.

Okay, so we have somebody come. All right, we'd be happy to get out there. When do you want to come out? So there's one. She listened, she cared. She said yes, and she asked when. Pretty straightforward.

Awesome. Let's listen to the second one.

Vicki, how may I help you? Who am I speaking to? This is Vicki with Plumbing, Air and Electric. I'm sorry, I have the wrong number. Are you sure you don't need us for anything? Plumbing, electrical? Well, I could probably use you for a plumbing issue. Well, talk to me about it. Tell me what's going on. I've got a five year old house on a slab. One story with a bonus room. And we've got loud banging inside the walls when we turn off a faucet. Is it just one faucet that does that? No, it does it on all of them, I think, just maybe to a lesser degree. But that's something you guys could. Sure, we can definitely help you with that. Now, is it the hot water side, cold water side? Either. Either, yeah. Okay, well, we can definitely help you with that. When were you looking at having someone out there?

Awesome. Could everyone hear that?

Yeah, I definitely heard it. So that was a wrong phone number in the beginning. And when you ask the right questions, remember, you never say no. Tell me more. What's it doing? Oh, my gosh, that's terrible. Look, you've called the right place. We can help. When would you like us out? And you're booking that opportunity. You book every call, even if it's the wrong phone number. So those are some great examples.

Perfect. Perfect. I love how it was a wrong phone number and they were able to book it. I love that. Okay, so we are nearing the end of our presentation, but don't you worry about. We still have a Q and A. So we can ask Brigham any question that you may have about the pattern of excellence, about excellent CSR training and calling. But first, I wanted to just review a few key takeaways. So on this call, we have learned that one extra call per day could mean just an extra 130,000 in annual revenue a year. And keep in mind that is from just one CSR. So if you've got a team of 15, 10amazing CSRs, this could actually go up to the millions. And also we learned from Brigham that the first 30 to 60 seconds is vital and is your time to make an impeccable impression and determines really the outcome and the success of the phone call. We also learned that creating an emotional connection is the best method to book any call. And we also learned about the pattern of excellence and how that framework helps us improve and helps us be able to get more booked calls. So let's just review that very quick. So number one, be positive. Number two, confident. Three, listen. Number four, show that you care. Number five, always say yes. Number six, ask when. Number seven, always build value first. And number eight, close with gratitude. So with that said, is there a value to modifying the sequence sometimes? Can we do that or do you have to follow the pattern 100%? Is there a time when maybe I shouldn't use all the principles?

See, that's a great question and to a certain extent we talked about that earlier. But when it comes to either listening or caring or reassuring, the only thing that I found that you should absolutely say on every call is yes, I can help you with that. Even if they're asking for a pizza, you can help them. It may take you some time to jump up on Google and find out what it's going to take to help the customer get a New York style pizza, but you can still say yes and you can say it every time. We've even demonstrated that even with the wrong phone number, you can book that call as well by saying yes, focusing in on what you can do, never what you cannot do. But yeah, there are going to be times where you don't need to express empathy. There will be times where listening is taken care of naturally and you don't need to ask any more questions. There might even be times where you modify the way you build value. If you've got an existing customer who's been working with you over and over and over again, the way you build value with them is very simple. You know what? You're in great hands. You've been working with us for years. You've built value. So bottom line is sure, you can definitely modify this as much as you want. But as far as the sequence goes, we have found that when you follow it in order, you are absolutely going to book more calls than not following in its sequence. So just keep that in mind.

Sounds perfect. Thank you for Sharing that wisdom. All right, so I want to go to the next slide. So for everyone out there who's listening today, Brigham has a very, very special offer for us. So they've been very genuine, they have been very generous, and they've told us that they're extending this one time offer to text 801-590-4995 for a free 100 call analysis and a free consultation. It's a very, very generous offer that Brigham and his team have put together for the folks on the Service Titan PSP webinar. So if you're interested and, and if you're excited to make more money, make an extra $130,000 for your business for one outstanding CSR. Please, please, please do not miss out. And send him a quick text and they'll get you on board to look at your calls, figure out what small tweaks you can make to really empower your CSRs. With that said. Oh, yes, Brigham.

Yeah, I just wanted to interject with the one more book call offer, it's very simple. You just text to that number. And what we'll do is we'll listen to 100 phone calls from beginning to end, and we'll determine exactly what you specifically need to do to book at least one more phone call a day. So in other words, we're going to make that extra 130,000 very, very achievable, and we're going to do it for free. So we'll listen to 100 phone calls from beginning to end and then we'll pinpoint specifically the steps you need to take to book at least one more phone call a day. And we'll provide a free consultation. Now, you should come to it and you should invite your entire staff, your entire team, and we will teach you the specific steps you need to take to book at least one more phone call a day. So, yes, it is a very big deal. We're basically putting $130,000 in your pocket right now. All we have to do is listen to your phone calls, pinpoint specifically what you need in particular, and then we'll give you that free consultation. No obligation whatsoever. Just text 1 O N E to that number, 801-590-4995 and we'll help you book one more call at no cost.

Awesome. Thank you, Brigham. Our next slide here at Servicetitan, we want to make sure that everyone stays up to date and gets to hear about our upcoming events and our webinars and what trade shows we'll be at. And just Stay up to date with all the news and all the happenings here at Servicetitan because we're folks that are really excited about this space. We're always looking to add value and share the most up to date information to really help you all grow your businesses. So please like us on Facebook if you facebook.com servicetitan with that said, I'd love to open it to Q and A. I've got one question from Mariano. Mariano asks, what if a customer is about to hang up because you won't give them a price over the phone? Fariga, what do you think about that?

Okay, so let's say somebody gets on the phone and they say, look, I'm just looking for a ballpark price. And they keep pushing and pushing and pushing and they're about to hang up. And I know that's a great question to ask and that's probably what you're thinking, but here's the thing. If they like you, it's going to be harder for them to hang up. Let me just give you one example. Say a stranger comes into your kitchen and makes a mess of it. What are you going to do to that stranger? You're probably going to kick them out, right? They're gone. There might be a gun involved.

Oh, wow.

Yeah, sure. Hey, if you're in the south, it could happen. Just ask the people of Atlanta. So let's say we switch the character of the person who made the mess in your kitchen. Let's say it was your four year old son. Now I'm just saying, for instance here, four year old son makes a mess in the kitchen, you going to kick him out? Probably not. Why? Because of the relationship. Now there might be a teaching opportunity there where you say, hey, look, next time you want to pour the milk, let me do it. But you're not going to kick them out. You're not going to be rash with them. You're going to be more amiable, you're going to be more flexible, you're going to be more reasonable. And that is my point. If you can get them to like you in the beginning of the phone call, they are going to be more reasonable. They are going to be more flexible. Now I did this with a business owner in New Orleans and this guy was hard, right? He was in your face. In fact, he was calling me out. He was like, this is absolute bull. As we practice together, I said, look, we'll practice in real time right now. I'll be the csr, you be the customer, you be as mean as you Want? Well, we get to about three minutes into that phone call that practice, and he stops and he says, well, I'm not a jerk. I said, timeout, time out. Just a minute here. Why did you stop the role play? Well, because I'm not a jerk. It's hard for me to do this. I said, why is it so hard for you to do this? And he said, well, I don't know. I mean, I'm just not this way. And I said, I will tell you why. It's because you like me. Now this big brother guy looks at me and he's like, I don't like you. What are you talking about? Like, it's true. You like me. You see, when I get on the phone And I say, Mr. Jones, this is Brigham with Power Sling Pros. How can I help? Yeah, this is Mr. Jones. I'm just looking for a ballpark price. Great. Tell me more about your situation. What's going on? Well, I've got this air conditioner. It's blowing hot air. It's not working the way they should. Oh my gosh, that's terrible. How long has it been doing that? Oh, last couple of days now. So wait a minute. You've been dealing with this for the last couple days? Yeah, no, I just gotta get this thing fixed. Well, look, you've called the right place. We can help you with that. When would you like us out? Well, before I have anybody come out, I really want to get an idea as to what you guys are going to charge me for a new system. Completely understand. Here's what we do. What we do is we send out a comfort advisor. He comes out, he takes a look at the situation, he determines exactly what you need, and he gives you a price while he's there. So when would you like us to come out? Well, geez, you know, I really just want to get an idea as to what you might charge over the phone. Okay, I got it. So you'd like to get an idea as to exactly what I might charge you for a system and you're just doing some preliminary work, is that right? Yeah, man, that would be super great. Here's the thing. If I give you a price over the phone and I come out and give you a different price, are you going to be okay with that? Well, sure, as long as it's lower when you come out here, sure. Okay, that may not happen. What if it's higher? Well, no, I'm not going to be happy with that. And that's exactly what I'm getting at. We need to come out and do a heat load calculation. We need to come out and take a look at the situation. Let me ask you, anybody suffer from allergies or asthma in your home? Oh, yeah, my son suffers from allergies. Are there any hot or cold areas in the home? Yeah, in the back room. It's really, really cold in the wintertime. We just can't get it to warm up. Well, the reason why I ask these questions is it's kind of like comparing the system that you have now to, like, an old desktop computer and a new system to laptop or an iPad pro. Right. There's so many more bells and whistles, and it's not just about keeping you cool or warm. It's about cleaning the air you breathe. It's about keeping different temperatures in each room. You can control everything on your iPad, by the way. So the point here is that you're going to be living with this thing for the next 15 years. You might as well get something that absolutely rocks for you. That is awesome. And so that's why we want to come out. We want to find out what you need, how you need it, who you need it for, and then give you exactly what you're looking for. And then we give you the price while we're there. So when would you like us to come out? By the time I'm done, they're saying, yeah, okay, let's do it. Why? Is it because they caved? Connected with them on an emotional level?

Excellent. Brigham, I have another burning question for you. If we have a CSR that's very good on the phone, he's brilliant on the phone, except it sounds like he's bored, but he really isn't. But it's just how his voice sounds. How do you train reps to sound enthusiastic? This is a great question that one of our audience members submitted, and I'd love to hear your thoughts around that.

Yeah, they need to practice. They need to practice. And if they won't. If they won't practice before the phone rings, I want to give them another job. Now, I'm sure they're great. I'm sure they're fantastic. But you don't want to give the customer the wrong impression. You don't want to drive them away. I mean, you got to be completely engaged. I mean, just look how you and I are talking to each other right now. We're engaged. We're in the game, which, it's inviting, it's comforting, it's giving people energy. You need to learn to speak this way. To communicate this way so that you're giving energy as opposed to taking it. That gentleman needs practice. That gentleman needs to listen to himself, and he also needs to listen to others. You see, we have a library of recorded calls. We've accumulated the best practices over the years. And so not only do you listen to your own calls, but you're able to listen to the very best in the industry. And so you're able to see if you just listen to yourself, you might not know much of a difference in the way that you sound. But when you hear somebody who's booking 95% of their calls and you hear how they sound, how inviting they are, how engaging they are, how contagious their energy is over the phone when they speak, you go, wow, I've got to work on some things. And you go, you know what? You're right. Let's work on that together. But you've got to listen to your own phone calls. You've got to practice. And if they're not willing to do those things, I'm sorry, get them off the phone.

Wow. Okay. Absolutely. I would love to learn more about how to handle aggressive customers. You know, someone who's really upset, verbally aggressive, how do you advise the CSR to handle that?

Okay, so they're angry, they're upset, they're frustrated. You're going to connect with them most of the time. And it's very interesting most of the time. If you are able to feel with them so that they're understood, they're cared about, they're reassured, that is what's going to help them. I was just important last week and I got asked this very same question with a group of CSRs, and they said, look, I gave that customer solution after solution after solution, and never once did they say, that sounds great, that sounds wonderful. They just would not be appeased. And I just feel like no matter what you do, you can't please everyone. And I said, I disagree, I disagree. That person didn't want a solution. That person wanted you to understand and you needed to show them that you understood. That person wanted you to care about them. That person wanted to be reassured that they've called the right place. I promise you, just like you do in every interaction in every one of your relationships earlier on, I said, look, if your husband is trying to give you solution after solution after solution, and like, stop. I'm smart. I can come up with my own solutions. Feel what I'm saying. And when somebody has to that, you're like, you, dude, there's no points you're going to get at this point, you're in the doghouse. But take a mental note so that next time you're in that situation, you actually win the moment and you say, wow, sweetheart, I can imagine what you're going through right now. Wow. Is that what happened? Oh my gosh, that's terrible. You see, I feel better already. Why? Because I just carried that with you. If it's somebody that won't be appeased, it's most likely because they don't feel like you understood them, cared about them, or reassured that you could help. Emotional.

Thank you so much for sharing. Makes a lot of sense. We have to hear them, we have to connect with them emotionally. Mariah asked Brigham, how do we connect? Combat having no tech being available when they ask when we ask, when can we come out? How do we combat that if no tech is available? No tech is available.

That's a great question. Okay, so the customer gets on the phone and you get to. When would you like to come out? They say right now. In your book. Solid. That's what we're talking about right now. And you say, okay, great. Let me get your contact information and we'll look at the schedule together. Here's what we do. Regardless if a customer gets done, if a customer cancels, we are going to call another customer and ask them to come. If we can come a little bit sooner. If a technician gets done early in a specific area, we are not going to let them sit there in that two hour window. We are going to call the next customer, asking them a favor and see if we can come out sooner. Now, everybody on the line knows this is what you already do. Now, you might have this thing called a waiting list or a standby list or something of that nature, but you are never going to call that again after this call. Here's what we're going to call it. From here on out, we're going to call it the urgency list because nobody wants to stand by for anything. I know because I've been in Mexico, stuck for two days on standby. Not fun. I was playing a game. I didn't understand the language and it was house rules, so I lost every time. Nobody wants to do standby, so you call it urgency list. Mr. Jones, what I'm going to do is I'm going to get you on today's urgency list. Now, the urgency list gives you faster service. As soon as a customer calls in to reschedule or a technician gets done early in your area, I'm going to Move you to that slot. But in order to get you on today's urgency list, I need to get you into the schedule. Now, I've got an opening on Tuesday between 2 and 4. Can I book that appointment or get you on today's urgency list and we'll call you as soon as the technician is on his way. So what are we doing there? Say we've got 10 people on this urgency list. And those five, let's say five out of 10, we're able to get to. Why? Because we have cancellations every day. And when we call these people, we're not going to say, hey, we have a bunch of cancellations. Do you want to work with us? No, we had a bunch of people reschedule or we had somebody reschedule and a technician is on his way. And what do they do? Oh, my gosh, you're amazing. And they go online and they say, these guys are so incredible. I called five different companies and they all said no. But these guys put me into their schedule and they got out to me same day. They're incredible. Well, the reality is that there was an opening that came up or a technician gets done early in your area. So those five people are raving about you, right? They are singing your praises. Now, some of the people on the line right now, they're saying, okay, what do we do about the other five that we don't get to? What about those Brigham? Right? There are people right now that are saying, yeah, what about those? Well, this is what you do with those guys. You call those five up at the end of the day, you say, Mr. Jones, we've had you on today's urgency list. Now, we've got 10 technicians in the field, some of which are working till midnight, from dawn till dusk, doing everything they can. Take care as many families as we possibly can. We don't say customers anymore. See, now it's an emergency. So we say family that we're dealing with right now. We're going to get you on Tomorrow's urgency list, Mr. Jones. As soon as a customer calls in to reschedule, technician gets done early in your area, we're going to move you into that slot. As the worst case scenario, we do have you on the schedule for Tuesday between 2 and 4. We will call you as soon as technician is on his way. We are so grateful for your patience. Do you see how I just made a yes out of that no? It is all about yes. You never say no. You just got to have an answer that's creative. So the Answer to your question is create an urgency list. Customer calls in, a reschedule technician gets to them in your area, you move them into that slot, and you're a hero.

Wow, that's phenomenal. What a smart idea, an urgency list. It makes them feel special. It makes them feel like you're really putting them at the top of mind, that you're always thinking about them. And just because you're not available today or you don't have a tech that you can dispatch now, they're at the top of your list the moment that a tech is available. What a brilliant idea. Now, Brigham, I want to be respectful of your time, and I want to be respectful of our audience's time. We've got over 120, 30 folks joining us, and I want to make sure I'm respectful of everyone's time. So this will be our last question. So, Brigham, Marissa asks, what kind of response should we give a customer when they get upset that there's a dispatching fee?

Okay, a great question. So say you've done everything right. Let's pretend that you connected in the beginning by listening, caring, saying, yes. Let's say that you built immense value before you presented that fee, and they still balk at the fee. The person who asked this question, that's what she's saying right now. She's saying, yeah, that situation right there. And I'll tell you exactly what you do, Mr. Jones. Is it just the fee that you're concerned about? Yeah, I don't want to pay it. I don't want to pay that fee to just come out and take a look at the situation. So if it weren't for the fee, you move forth the appointment, is that right? Yeah, that's right. Okay, well, there's one thing we can do. We've got a service agreement. It's awesome. We come out in the spring, we come out in the fall. We make sure your system is running at peak efficiency. The best part about the service agreement is that it prevents things like this, the thing that you're dealing with right now, from happening. Percent off of all the services you provide when you're a member with us helps you get priority service. So if you want it, I can get you on the service agreement as opposed to navigate the dispatch for those business owners that are probably sitting right next to you. At least I hope they are. I could ask them. Mr. Jones. Mr. Business Owner. Right. And let's say his name is Mr. Jones. Let's just go with that. If I were to get you a service Agreement, but I'd have to forego the dispatch fee to get it. Would you take that? And nine times out of 10, in fact, 10 times out of 10, they're going to say, yes, I will take that. And I only know that because I've done thousands of these webinars and thousands more events where I've said this in person, and I've had all of them shoot up their hand and their name saying, hey, dude, teach my team how to do this. Because they want a service agreement. A service agreement is the lifeblood of the organization. Let's say you don't want to do that. Let's say you want to do something else. Mr. Jones, is it just the fee that you're concerned about? Yeah, I don't want to pay it. So if it weren't for the fee, you move forth the appointment, is that right? That's right. Well, there's one thing that we can can do. We've got a coupon online. Now, I'm not going to make you go online to find it. In fact, you don't have to present anything to your technician. I'm just going to put it in your notes. So you take advantage of this coupon. Now, if I do that, is that enough for you to move forward with the appointment today? You see, the cool thing about it is it'll help subsidize the cost of the fee once you move forward with the appointment. So if I do that, is that enough? You move forward with the appointment today, and then you get a yes, and then you move on from there. So, yeah, if they balk at the fee, don't be afraid by that. Just have a plan. And the plan is isolate the concern. Is it just this? Resolve it. So if it weren't for this, you'd move forward and then just do an if I will you question. If I do this, will you do that? And then pause for a response. And that's how you book those calls.

Wow. Thank you so much for sharing, Brigham. Really appreciate that tidbit of advice. You know, that's a question that we hear very often. And, you know, many homeowners, you know, we understand where they're coming from when they ask those questions. But what a brilliant answer to a really address it. Make sure that they're taken care of all year round, during all seasons. Brilliant. Brilliant answer. This has been an incredible webinar. I've learned so much from you, Brigham, and I know our audience members have, too. So a big round of applause and a big thank you, Brigham, for your time in sharing some best practices for all our audience members. Just another quick reminder, please feel free to take advantage of Brigham special special one time offer for those at Service Time. We want to make sure that you can all stay up to date with all the great webinars and all the updates and all the great industry events and conferences that we're going to. We'd love to see you, we'd love to meet you. Please follow us on Facebook. So thank you Brigham, thank you Cassie from PSP and Nate as well for making this happen and a big shout out to Reggie on our marketing team here at ServiceTitan and Alex, our designer, for helping pull this, helping us get this off the ground and get the ball rolling. Please let us know if you have any other questions. We will be sure to send out the recording within 24 to 48 business hours. So I have a good hunch it will go out Friday. So perhaps you can share this with your team and with your friends and folks that haven't been able to make that weren't able to join us on the webinar today. So thank you again, Brigham and thank you everyone in the audience for tuning tuning in. We really appreciate your time and we hope this was helpful. See you on the next webinar everyone. Bye now.