In this episode of To The Point – Home Services Podcast, Chris Yano and his co-host Chad Peterman dive into practical strategies to scale a business without increasing marketing expenditure. Featuring Chad Peterman, CEO of Peterman Brothers, they discuss the power of refining processes, maximizing conversion opportunities, and leveraging innovative approaches to customer communication. Packed with actionable insights, this episode is essential for home service professionals looking to optimize their operations.
Key Takeaways:
The Six P’s Framework:
- Product: Clearly define your services to customers. Chad shares how being explicit about multi-trade offerings, like plumbing and HVAC, reduces missed opportunities.
- Place: Highlight service areas prominently to avoid customer confusion and expand your reach.
- Promotion: Creative strategies, including financing options and next-day guarantees, can drive conversions.
- People: Educate teams on the cost and value of each lead to improve booking rates.
- Personality: Build a brand identity that resonates. Humor and relatability in advertising, as used by Peterman Brothers, humanize the business.
Answer the Phone: Missed calls equate to lost revenue. Invest in a dedicated team to handle customer inquiries promptly, and utilize scripts as guiding tools rather than rigid frameworks.
Leverage Technology: Utilize tools like automated texts and virtual estimates to streamline the customer journey and improve conversion rates.
Map the Customer Journey: Understand touchpoints where potential customers might drop off and implement strategies to recover them.
Retention Through Awareness: Proactively inform past customers about additional services to boost repeat business.
Noteworthy Quotes:
- “What percentage of your customers are you okay not doing business with?” – Chad Peterman
- “Answering the phone is the most important part of your business—it’s the lifeline.” – Chris
- “Don’t assume customers know you offer multiple services. Be proactive in your communication.” – Chad Peterman
Follow Our Guest Chad Peterman on:
Follow To The Point Podcast here:
