Brian Kaskavalciyan explains why home-service businesses waste money on bad leads. When a sales rep gets sent to a property where no one's home or the job can't be shown, it cascades: that one wasted visit pushes four other leads into the next day, tanking productivity and revenue.
So somebody's got a million, $2 million company. They've got one person answering their phones. That's their call center. What do they need to be successful?
One of the biggest costs is filling the board with a lead we can't demo. So one of the things I always tell my management team in this industry is we can't get time back. So sales reps need to be able to go in the home and show the customer the roof, the siding, the windows. If they go to the home and they don't own it, or they don't live there, or the owners aren't there, they're in Florida. They called us and we didn't realize that they wanted a price over the phone. It's imperative that the call center leader understand the impact of, we just dispatched a guy, plus we lost that time in the schedule, and now we have another lead tomorrow. Those 4 leads today, I've got 4 tomorrow that I could have done today. So it's like this domino effect. And if you don't get ahead of it, like you said, it could be 4 leads and you have to make sure that all 4 of those are demonstratable for those sales reps, because they can't close if they can't show the customer the product
