Mike Andes at Command Center cut 40 call-quality metrics to three things: upbeat tone, thoughtful upsell, and asking customers "What would we have to do to give you a 10 out of 10 experience?" Sharing those answers with owners and technicians reduces cancellations and builds loyalty.
I think that in the age of AI, when everything gets automated, is actually a huge opportunity to be able to show a personal connection with your customers. And so here at Command Center, we used to have 40 different things that made up a good call, and we'd track all of them. And that's fine, it's good for training, but we really narrowed it down to 3 aspects of a phone call that make it a 10 out of 10 phone call. And it's 1, an upbeat tone, 2, a thoughtful upsell, and 3, we ask what we call the 10 out of 10 question. The 10 out of 10 question simply states, what would we have to do to serve you and give you a 10 out of 10 experience from Augusta? By getting that information to our owners, to the general managers, to the technicians, we're able to make sure we serve the customer at the highest level. And when they think about canceling, they'll think about you and the care that you had for them when you first got started.
