The January 2013 Lawn & Landscape Cover Story Features Lawn Care Marketing Expert discussing Phone 101: How to use the phone to win customers and keep them coming back.
In business, it is often those things we don’t give much thought that with just the right tweaks can really have an impact on our profits and growth.
Having a clear well defined phone strategy is one of those often overlooked things.
I work with lawn care and landscaping companies big and small below 100k to over 8m. When it comes to the phone, shockingly the biggest difference between the two is that the larger companies have several people on staff to answer the phones. But when it comes to how the phones are actually used the differences end.
Harlan Hogan’s famous quote “You never get a second chance to make a first impression” is still true today. Unfortunately, many companies treat it as a cliché and have no strategy behind their phone. If you can talk, you generally have all the skills you need to be a lawn company’s first impression.
They forget that as far as a prospect or client is concerned – the person answering the phone IS YOUR COMPANY. Just as the skill of your crews determines the quality of your company’s work, so to does the way your staff handle the phone give your company its image.
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