Phil Risher shows small-business owners how to find hidden revenue losses by auditing customer calls. One technician quoted a job $500 too low and lost the sale. Weekly call audits, coaching reps to upsell, and turning FAQs into website content can fix the leaks.
Weekly.
1.52 times speed.
$500 less.
If you're not listening to calls, it's very, very important. We audit calls on a weekly basis. And this morning we came across a call and the employee that answered was one of the technicians. And he offered the customer to do the job for $500 less than what the company was going to do it for. If he did it after hours, the customer said, okay, and the company that just paid for all that marketing lost that job. This is just one example of auditing calls. Obviously, you can hear things like that, but also you can come up with opportunities for your customer service representatives to increase their sales, to increase their rates, and to really just get a look at your business. A lot of these call tracking softwares, they allow you to listen at 1.52 times speed. And even if you take 15, 20 minutes just to listen to some calls, it allows you to get a good snapshot of your business from a marketing perspective. Also, you can listen to calls, and if it's a common question that comes up all the time, just add it to your website or create some content to answer that question so that way customers don't have to call you and ask the same question. If you like marketing content, hit like and subscribe and we'll see you in the next video.
