sales training Archives

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.

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Host: Corey Berrier; Successful Life Podcast, Co-Host , Sales CEO, Motivational Speaker, Sales Coach

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Today’s Episode Summary:

In the world of business, your growth depends upon your preparation in every sector of your business. One of the most important sectors of your business that always needs preparation is your sales team and your sales process. Your sales team needs to be well trained on the subject of “sales” and this sales training is not the game of once and for all; you have to consistently train the sales team over and over again to drive the desired results.

I am The Sales CEO and I help companies and individuals to fill the holes in their sales process. I have been helping people with their sales team, their sales process, and their company culture. Since, I have the authority to talk about sales so here are my few sales tips for you to take your sales to the next level.

If you are a salesperson, follow a definite sales process. First, do some research about your client and his company before meeting him/her. Secondly, ask yourself what you can offer to your client and why he/she should choose you? And thirdly, look at the social cues of your client during the meeting and try to understand your client’s concerns. All that means, you need to be socially-aware and self-aware so that you could build a custom plan for your client according to his needs.
Make your client comfortable with you coming into his house and be trustworthy.
Most of the time your client cannot see the holes in his boat but you as a salesperson can see. So, it’s your job to look at the whole picture of your client’s problem and solve it as a whole to avoid any inconsistency that can come in the future.
Be aware of your client’s needs and wants and offer them what is best for them; not what they think is best and also not what you think will pay you more.
Be honest and genuine in your dealings. Be the salesperson who wants to enhance his customer’s life and it will ultimately give you happiness and also it may pay you back in the form of more referrals in the future. So, you should be wise enough to maintain your honesty and integrity along with selling intelligently.

This is not it, there are many factors that you as a salesperson should count in your sales process to close more deals. So, if you are struggling with your sales team or sales process then I am here to help you. I will help you with your sales team to generate more sales for your company.

What You Will Learn From This Episode:

In today’s episode of the Sales CEO podcast, you will learn some vital sales tips. I am elaborating each sales tip with great examples so that you could understand the idea better. Moreover, I am talking about the importance of sales training, why you should do it consistently, and what if you won’t have regular sales training. Also in this episode, you will learn how putting yourself in uncomfortable and difficult situations can help you to be the best in your work and your life.

The Episode Timeline:

[0:00] – Introduction of Sales CEO.

[0:40] – Importance of having “sales training” over and over again rather than just once.

[3:49] – Sales Tip 1: Fix the problem of your client as a whole.

[5:02] – Sales Tip 2: Follow a sales process when you get into your customer’s house.

[8:03] – Sales Tip 3: Put yourself in uncomfortable situations to prepare yourself to handle your clients.

[10:56] – Sales Tip 4: Follow this sales process to win and retain more clients.

[15:57] – Sales Tip 5: Pay attention to what your client needs versus what he/she wants.

[17:06] – Sales Tip 6: Be aware of your client’s need and sell intelligently.

[20:00] – Sales Tip 7: Integrity is a must if you are a salesperson.

[22:40] – Sales Tip 8: Be honest with clients about their needs and sell intelligently.

[24:39] – Sales CEO contact information.

[26:00] – My services.

[26:24] – Why sales training is a must for your company? Here is a great example to realize how important sales training is.

Golden Nuggets from Episode:

“In sales, you have to be aware and you have to be a good person. You have to be able to do the right thing and you have to provide the right product or the service to the customer because you know that it’s going to enhance their life not because it’s going to pay you. If you are going out for just money, I promise you may make some but at the end of the day you won’t be happy” –Corey Berrier

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Website: https://salesceo.co/

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