60-Second Contractor Solution Blog


More Ways To Prevent Employees From Stealing Your Calls

March 15, 2011
/ Print / Reprints /
ShareMore
/ Text Size+

In the first part of this blog (“Can Your Employees Be Stealing Your Calls?”) that ran on Feb. 20, I gave you the dire scenario of your own employees siphoning off your calls for themselves.

Did I hit a nerve? I hope so!

It’s tough enough in this “somewhat better” business environment to get the phones ringing but only if you compare it to a couple of years ago when many phones went dead. Let’s agree that for most contractors, the phones are not ringing off the hook just yet, so every call is precious.

So, what else can you do about it?

Here are five more helpful suggestions:

    1. Become an active sales coach by watching what the tech is producing with each opportunity. If you have scorecards, it’s easier to spot trends where techs are consistently bringing back minimal sales because they’re cutting special deals with the customers to come back during their off hours.

    2. Watch the conversion ratio for your techs. This means measuring how many calls they run where they get nothing more than the minimum service fee.

    3. Watch the conversion ratio for CSRs. How many calls come in that your CSRs turn into calls? How are they dispersing those calls? If you have more than one tech, you want to see if the potential big-ticket calls are magically going to one or two techs yet these calls don’t seem to materialize into sales made. That’s a red flag!

    4. Have GPS tracking for trucks. Then be disciplined enough to be spot checking where your trucks are - when techs are supposed to be on duty and when the truck is supposed to be sitting at a tech’s home. You’d think they’d be smarter but they’re counting on your being too busy, too gutless or too lazy to check

    5. Engage the power of the manuals that contain your policies and procedures. You must always be recruiting, hiring, orienting and training so there is always competition to own a place at your company. Techs can’t feel they’re indispensible and you can’t be held hostage when it comes to firing those who are serving their self-interests at your expense.


It’s hard when you’ve been burned to trust again. But, you must. Just commit to trusting and verifying.

Links

You must login or register in order to post a comment.

Multimedia

Videos

Image Galleries

2014 Truck of the Month

PM has featured so many great plumbing service trucks! See plenty of them here in our Truck Of The Month Archives page. Are you proud of your truck? Go to our Truck of the Month page to find out how your service truck could be chosen!

1/27/15 2:00 pm EST

Grow Your Business and Improve Operations with New Payment Technology

Attend this free webinar to learn how new developments in payment technology can help you close more jobs, increase upselling opportunities and improve operations.

Plumbing and Mechanical

.

2015 January

The January issue of PM features cover story: 2015 Plumbing Contractor of the Year: Jim Steinle and Atomic Plumbing.

Table Of Contents Subscribe

Where do you look for new employees?

Where do you look for new employees?
View Results Poll Archive

The Plumbing and Mechanical Store

2015.jpg
2015 National Plumbing & HVAC Estimator

Every plumbing and HVAC estimator can use the cost estimates in this practical manual!

More Products

Clear Seas Research

Clear Seas ResearchWith access to over one million professionals and more than 60 industry-specific publications,Clear Seas Research offers relevant insights from those who know your industry best. Let us customize a market research solution that exceeds your marketing goals.

STAY CONNECTED

Connect to PM on Facebook Connect to PM on Twitter  Watch PM on YouTube    Connect to PM on Linked InGoogle+

Truck of the Month

Truck of the month

Are you proud of how your service truck looks? Do the graphics give people whiplash as they drive by? Have your calls increased because people remember your truck — and your company name? If so, we’d like to see it, too! Click here to find out how your service truck could be chosen as PM's Truck of the Month.