The Home Service Expert Podcast Q&A with Tommy - Building a Thriving Business by Selling Value to Your Customers
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Oct 15, 2021 Tommy Mello dives into the essentials of building a successful home service business. He discusses aligning employee goals with company aspirations to enhance customer satisfaction. The importance of effective financial management and strategic call tracking for profitability takes center stage. Tommy also shares tips on maintaining employee morale while tackling operational challenges. Finally, he highlights innovative communication strategies to stay connected with customers and introduces an exciting membership program to boost business success.
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Responding to Price Complaints
- Sell value, not price, and address customer concerns by listening and offering alternative solutions.
- If a customer complains about price, explain the value of your services and offer options that match their budget.
Presentation Methods
- New technicians may adapt better to using tablets for presentations, while experienced techs can stick with paper if it works for them.
- Find the best person to train new technicians in the preferred method.
Key Performance Indicators
- Focus on key performance indicators (KPIs) like conversion rate, average ticket, booking rate, and cost per acquisition.
- Prioritize customer satisfaction and incentivize reviews through contests.
