Does Your Dispatcher Know How to Schedule Plumbing Calls The Right Way Every Time?
Below, you will learn 5 of the best strategies that make a successful plumbing dispatcher. We have over 15 years of experience in running plumbing shops that generate $1 million in sales every month, so we know what works best when training a dispatcher for a plumbing company.
Dispatching is an important key to your plumbing company. Marketing for plumbers can help make your phone ring, but what’s the point of getting leads if your dispatcher isn’t scheduling your plumbing jobs properly?
1. Know What the Homeowner Wants Before They Even Call
When a customer calls you, chances are they have a plumbing problem they want fixed ASAP. They called you because they probably saw your plumbing shop listed in their local area, especially if your plumbing company utilizes search engine optimization.
When they call you, the top 3 questions on their mind are:
• Can you help me?
• How much do you charge?
• When can you get here?
Training your dispatchers to respond to these immediate questions will allow the dispatcher to schedule the plumbing job quickly and effectively.
2. Take Control of the Conversation
Training a dispatcher to have control of the conversation when talking to a homeowner is a key component to locking in that plumbing call. The best way a dispatcher can have control of a conversation is by being prepared and asking the right questions that will give the homeowner confidence in scheduling a plumber for the job. You can download a FREE script for your plumbing company here.
3. Be Clear and Concise when Answering Questions
When a homeowners call wanting their plumbing problem fixed, they want the conversation to go smoothly. Avoid awkward conversation or misunderstandings by speaking slowly, clearly, and avoid confusing the homeowner with advanced plumbing terminology. Explain your plumbing services in a way where anyone can understand.
4. Ask the Right Questions to Prepare Both the Homeowner and the Plumber
While you’re on the phone scheduling a service, you want to make sure you ask all the right questions to prepare your plumber to go out on the job. Make sure you get all the right information down like an address with a specific condo or suit #, the code to a gated community, and where the plumbing problem is located in the home. Make sure to ask the customer if they have animals in the household and to keep them away when the plumber arrives onsite to avoid problems.
5. Follow the Same Formula Every Time
Success comes with practice, and practice makes perfect. When training your dispatcher, make sure they know to follow a script your plumbing company has to ask the right questions and schedule the call right every time, without fail. Have a script posted up in your shop for them to reference every time the phone rings so you can be sure every call is a scheduled.
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