Selling doesn’t begin when a tech is at the customer’s doorstep — it starts when your customer service representative (CSR) answers the phone. All sales momentum either builds from that moment on, or it falls apart.
Dramatic? Nope. That’s why when I’m working with clients teaching them my Sales Power selling system, I insist on spending time coaching the CSRs — and, if I can get to them, the dispatchers, as well.