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How to Kick Ass on the Phone

Posted by Stephanie Magnuszewski on 7/17/18 10:24 PM

Get to the Point | Top Three Takeaways:

  1. Our 5 best tips for tackling customer calls in a professional, confident and calm manner. Staying positive, calm and organized.
  2. The 5 C’s of Customer Service - how to get to the point, speak professionally and talk to customers the way they should be treated.
  3. Common Scenarios and to handle them. We made it easy with a script you can use in any situation

Customer service can be hard to master yet its one of the most important aspects of running a good business. Word of mouth can be such a powerful and underrated marketing tool and the best way to get a good word out is to have some kick ass customer service skills.

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Tags: Customer Delight

7 Ways to Strengthen Communication with Technicians in the Field

Posted by Andy Bagner on 7/10/18 4:54 PM

Get to the Point | Top 3 Takeaways

  1. Use Job Notes - Make sure you have a set way to get information to your techs where they KNOW to check.

  2. Offer incentives - Everybody wants to be rewarded for doing something right!

  3. Set Expectations - Know when to text, or when to call. Know how often you want to communicate with the field, and make sure everybody is on the same page.

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Tags: Employee Recruitment & Retention

How to Schedule More Jobs When You’re Already at Capacity

Posted by Greg Dooley on 6/26/18 10:43 AM

Get to the Point | Top 3 Takeaways

  1. Scheduling - Gather information including available and unavailable hours, technician efficiency, and on-call techs scheduled as early as possible.
  2. Pricing strategy - Know how much any after hour call will be. Have your dispatch fee, after hour premium rate, and discounts defined ahead of time.
  3. Compensation strategy- Make sure your team knows how much kick-back they will get for each after-hour job booked and completed. Then make sure they get paid ASAP!
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Tags: Customer Delight

Which HVAC Management Software is Right for My Business?

Posted by Steve Kiernan II on 5/22/18 9:50 AM

I'll never forget sitting at an event last year called Contractor University, put together by a group named EGIA when a man, let's call him Brett, approached me to ask about our company, Pointman. He was looking for software to help run his service company better, but he said something that rocked me. He said "I came here to find software, but I'm going to head home even more confused than when I started." Ouch! The lot of us hadn't helped. In fact, we'd made it worse! Thank goodness we happened to be hosting an open happy hour, which was a fine backdrop to provide what he really needed, a good listener.

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Tags: Customer Delight

You’re A Hero - Leave Room to Save the Day

Posted by David Thiemecke on 4/27/18 1:26 PM

The Top 3 Takeaways

  1. Document - How many emergency calls you get per week? Keep track of the opportunity cost of having vs. not having people on call for emergencies.
  2. Plan & Schedule - Figure out how much time you should set aside so techs can go to the emergency calls.
  3. Re-Examine - After a few months, you’ll know if you want to set more or less time aside for emergency services. You might even notice times of the week/month that tend to be busier (perhaps weekends have more clogged drains) and you can schedule accordingly.

Be the Hero | Pointman Field Service Software

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Tags: Scheduling & Dispatch

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