The Learning Spot

Articles, news, client stories, event recaps, and more. Check here to learn what's new and what's next in the home services industry.

Smiling Home Services Customer Support Agent
Snow and Ice Management Checklist

November 4, 2020

Winter Storm Checklist for Snow and Ice Management

As soon as you hear about a forecasted snow or ice event, let your crew members know they need to be on call. Texting is a great tool for instant, efficient communication. Make sure each team member understands their response role. Welcome their questions and provide quick, thorough answers.

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Home Services Communication Ebook

November 1, 2020

Evolution of Home Services Communication: (With eBook)

Surprisingly, only 20% of unanswered calls result in voicemails. The rest become dead leads. People don’t want to leave a message and wait around to see if your business can help them or not. They want their problems solved right away. Instead of leaving a voicemail, most of today’s consumers will simply call the next service provider from an endless list of businesses.

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HVAC Emergency Answering Service

October 1, 2020

Powering a Productive CSR Team

Make it clear that you trust your CSRs to use discretion when it comes to solving basic customer service issues. When you feel confident your CSRs are well-trained and dedicated to your goals, give them the tools they need to reach informed decisions on their own.

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Pest Control Chatbot Graphic

September 1, 2020

Meeting Today’s Challenges with First Contact Resolution

Even though first contact resolution may be the perfect answer to maximizing and retaining customers, it’s difficult to execute. Not every company has the time and money to pull it off. It entails careful strategizing, hiring, training, 24/7 staffing, team management, and documentation.

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CSR for Home Services

August 25, 2020

Adapting your Customer Service Model for Home Services Providers

Download the Powering a Productive CSR Team eGuide to get the 6 customer service management best practices. From auditing your omnichannel response to upgrading your CRM tools, this eGuide will help you prepare to adapt your customer service model for success.

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Improve Cash Flow Home Services Graphic

August 20, 2020

Improve Cash Flow with Accounts Receivable for Home Services Providers

When customers are unable to use their preferred payment methods, like credit, debit, or ACH payments, it can create friction in the payment process. The more friction, the less likely it is you’ll be paid promptly.

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ABC Home Pest Technician

August 1, 2020

The ABC’s of a Family Business & Successful Partnership

When John Crouch, VP of Customer Relations and Inbound Sales at ABC, was looking for new strategies to differentiate themselves from other home services providers, he sought out solutions for more effective and efficient customer communications. Crouch felt that being available to customers 24/7 was an essential component to staying ahead of the competition.

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Voicemails Dead Leads Home Services

July 13, 2020

Voicemails Are Dead Leads! What Can You Do?

You work hard to market your home services business and bring in new leads. Interested consumers hear your catchy radio jingle, see the slick billboard that cost you a pretty [...]

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CSR Answering Phones