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Successful Life Podcast

172 EpisodesProduced by Corey BerrierWebsite

This podcast is for your home services business. You will learn how to grow your business through sales, marketing, and branding, and how to keep you winning! Download and Subscribe NOW!

17:16

Communication Disaster

Communication breakdown is costing you millions

In this episode of the Successful Life Podcast, I will discuss communication's importance in business. We discuss poor communication with your CCRs and service techs and how they cost you millions of dollars annually. You'll learn how I secret shop my customers and  how communication can increase or decrease your business's revenue by 20-30% a year. 
Roy H. Williams, the wizard of Ads, was interviewed on  "To the point- home services podcast" with Chis Yano, CEO at RYNO Strategic Solutions. was so good this week! Roy and Chris discuss the cost of mass media, SEO, and Diamonds.  Roy H. Williams is the owner and creative director of Wizard Academy, an
advertising agency in Austin, Texas. He is also the author of several books on
marketing and advertising, including "The Wizard of Ads" and "Secret Formulas of
the Wizard of Ads."

Communication is Crucial

It's no secret that communication is key to success in any business. But for HVAC and plumbing companies, communication is crucial. That's because poor communication can cost these companies big time – in terms of both money and customer satisfaction.

Consider this: A recent study by the home services review website Angie's List found that communication problems are the number one reason customers are dissatisfied with their home service providers. In fact, 70% of survey respondents said they were unhappy with the way their provider communicated with them. And nearly half (45%) said they would never use that company again because of communication problems.

What's more, those communication problems cost HVAC and plumbing companies an estimated $75 million annually in lost business, according to the study.

So what can these companies do to improve communication and avoid losing customers? Here are a few suggestions:

- Make sure your customer service representatives are adequately trained in communication. This means teaching them how to be clear and concise when speaking with customers, as well as how to listen actively.

If you're in the home services industry, communication is key to keeping your customers happy. That's why it's essential to have a customer service representative available 24/7 to answer customer calls and emails.

However, even with excellent communication with your customers, there's always the potential for hiccups in the process. One of the most significant hiccups can occur when it's time to follow up with customers.

It's essential to have a system in place to ensure that all customers are followed up in a timely manner. This may mean utilizing a call center or answering service outside of regular business hours.

No matter what system you use, communication is essential to keeping your customers happy and ensuring that they'll use your services again in the future.

Key Talking Points of the Episode


1:50 Roy H. Williams- The Wizard of Ads
4:55 Importance of 2-way communication in dealing with business.
6:05 What’s the benefit of it to HVAC, Plumbing, or any home services?
9:02 Engaging builds relations
11:42 After engaging, follow-up comes next

13:43 CSRs/CCRs wins customers through empathy- lack of it, they will lose them
16:45 Good communication reduces cancellations at the same time,
increases business Empathy wins every time
In business, communication is critical. Good communication can help to build rapport,
trust and understanding between parties, while poor communication can lead to
misunderstanding, mistrust, and even conflict.
When communicating with customers, businesses should aim to add empathy,
acknowledgment, and assurance to their communications in order to build strong
relationships and achieve positive outcomes. By doing so, businesses can create a
positive customer experience that leads to repeat business and referrals.
Empathy involves putting yourself in another person's shoes and understanding
their perspective. It's important to remember that everyone has different needs and
wants, so it's essential to take the time to understand where they're coming from.
Acknowledgment involves recognizing someone else's thoughts or feelings. This
can be done verbally, non-verbally, or through actions. For businesses,
acknowledgment can be a powerful tool for building customer rapport and trust.
Assurance is about providing reassurance and instilling confidence. This can be
done by communicating clearly and concisely and following through on
promises made. By providing assurance, businesses can build customer loyalty and
create a positive reputation.
Good communication is essential for businesses of all sizes. By understanding the
importance of empathy, acknowledgment, and assurance in communication,
businesses can create strong relationships with their customers and achieve
positive outcomes. Please join my free Facebook group
https://www.facebook.com/groups/thetradeschools YouTube:
https://www.youtube.com/channel/UCrPl4lUyKV7hZxoTksQDsyg
Follow me at:
https://www.instagram.com/coreyberrier/
www.linkedin.com/in/coreysalescoach
https://thetradeschools.com/
Download my #1 bestseller, "9 Simple Steps to Sell More $H!T" with this link: https://www.amazon.com/dp/B0B2C3HHMC

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