Dispatching is crucial to a plumbing business, and while marketing can attract leads, having a well-trained dispatcher is key to converting those leads into profitable jobs. Read on to learn about the best practices for plumbing dispatchers to make the most of your inbound leads.
Prepare Dispatchers For Common Customer Requests
The first strategy is to prepare dispatchers to anticipate the needs of homeowners even before they call.
When a customer contacts a plumbing company, they usually have a plumbing problem that needs immediate attention.
Dispatchers should be trained to answer the top three questions that homeowners commonly have, which are:
- “Can you help me with this?”
- “How much does it cost?”
- “How soon can you get here?”
Responding to these questions efficiently allows dispatchers to quickly and effectively schedule the plumbing job. Plus, it reduces the number of inbound calls that fizzle out without a deal in place.
Encourage Dispatchers to Take Control of the Conversation
The second strategy is for dispatchers to take control of the conversation with homeowners.
The key to this is to be prepared and ask the right questions that instill confidence in the customer, encouraging them to schedule a plumber for the job.
If the dispatcher is able to calm down callers in the event of an emergency, or assure callers over uncertainties about your services, then they are likely to become a customer.
Answer Questions Clearly and Straightforward
The third strategy is to be clear and concise when answering homeowners’ questions.
Speaking slowly and avoiding the use of advanced plumbing terminology will help ensure a smooth conversation without any misunderstandings.
Get All Information Upfront
The fourth strategy is to ask the right questions to prepare both the homeowner and the plumber for the job.
Getting all the relevant information, such as the address, specific condo or suite number, and the location of the plumbing problem in the home, helps the plumber arrive on-site fully prepared.
It is also important to ask about pets in the household and advise the homeowner to keep them away to avoid any issues.
Consider a Plumbing Dispatcher Script
The fifth strategy is to follow the same formula every time by having dispatchers use a script for inbound leads.
Consistency is key to success, and dispatchers should be trained to follow a script with the right questions to ensure every call is scheduled correctly without fail.
A script should be posted in the shop for reference whenever the phone rings, no matter who picks up.
By following these best practices for plumbing dispatchers, your plumbing company will be ready to turn leads into customers.