Script • It’s a great day at XYZ Plumbing. This is Isabell, how may I help you? (Listen closely so we can determine priority.) • I can help you with that and thank you for calling. Have we ever been to your home before? • How did you hear about us? • Last name please? First Name? Phone number? Any other numbers where we can reach you? City? Zip? • If it’s a new customer: Let me repeat all this back just to make sure I’ve got it right. Are you the homeowner? • When would you like for us to come out? If they want today, say: We’ll try to get out today. If we can’t make it, will tomorrow be okay? • If you’ll tell me how much lead time you need, we’ll be happy to call you so you don’t have to stay home and wait on us. Just so you know… • We are a flat rate company which means we charge by the job not the hour. That way you don’t have to worry about how long a repair takes; it’s all priced according to the job. • We will send out a clean and professional technician with a stocked truck. • We will go through your home and see exactly what needs to be done to solve your issue. • Once we determine what needs to be done, we will use a nationally recognized pricing catalogue that has thousands of repairs and will advise you up front of your options. ICM/Sept/Oct 2015 5 • For us to send him out to your home we do charge a service fee of $$$$. How does that sound? Roger Daviston is a behavioral consultant who helped facilitate behavioral change to achieve better outcomes. If you have any questions about how to use this script, Roger would be happy to talk to you. You may reach him at 205-837-3643 or roger@ rogerdaviston.com. ICM
ICM September-October 2015
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