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Plumbing work bill format for Customer Service

hey what's up guys so need you here with strictly plumbers this is the official script for Plumbing Companies by the end of this video you're gonna learn three things that customers want to know right off the bat as soon as they get on the phone with you and three things that are gonna make a killer dispatcher a really good dispatcher also you're gonna have a script that you can take with you a Google document that I've created that you can take with you and it's got all the questions that you should your dispatch should be asking to basically capture that leads so that whenever you know a customer calls and they need a plumber you actually schedule that appointment and we and you make it on-site that's very important right because what's the point of getting a bunch of leads if you're dispatch is not scheduling them so you want to use this script to help you don't have to use a word by word maybe you want to take some of the questions that we have in there and basically fine tune it make it work for you all right so other than to me teaching you how to basically control that conversation I also have questions that every dispatcher should be asking to wrap up that call solid so that the customer feels comfortable and they're waiting for you and they don't call for anyone else for other estimates so if that sounds like something that you're going to learn or that you want to learn more about and then you're watching the right thing all right so thanks again for contacting me and working with me and I hope you enjoyed this video I'm gonna jump right in because we're gonna keep it really short all right so this right here is a Google Doc that I'm gonna be sharing with you guys and it's the dispatch script for plumber so the three things that the customer wants to know right now is can you help me how much do you charge and when can you come they really don't care about us as plumbers they don't care about anything else but themselves how much is it gonna cost them can we help them and when can we get there now you know most importantly how much is a granite cost so that we also got the three key elements that make a great dispatcher so the most important one is going to be to take control of the conversation by asking the right questions and you know at the bottom of this document you'll see the more right questions all the questions that we put together here at strictly plumbers to make a good dispatcher so the next thing is to make it easy to hear you and understand you we all could use a little bit of coaching on our dispatch and so one thing you want to do is you know talk out loud like this be very assertive don't don't don't sound shy don't sound too low like maybe you're in a bad mood also you know it helps it you smile while you're talking you put out a smile through the phone so people can read that so if you get a dispatch maybe in a bad mood people could read that and remind them to smile and that smile will go through the phone okay so one of the last thing here the key element to make a great dispatcher is follow the same script and formula it's called the formula for a time you want to capture all the right information that's really gonna nail you getting this as a lead and keep them from calling anybody else okay so those are the three things dispatch script so the first thing that a customer is going to say as soon as you say you know thank you for calling so and so let me not going to help you they're gonna say hello I need a plumber to help me with or how much you charge for or the last hey is this someone so plumbing those are the most common questions right so the most common one is hey I need a plumber to help me with and they're gonna explain their plumbing problem or they may just ask you right off the bat how much do you charge so as you can see the blue is customer and the red is dispatch so you know right off the bat we need to be saying okay that's what we specialize it what is your full name so before I even jump into the rest of this I'm say this the way you're going to control the conversation is to make a comment and end it with a question every time comment end it with a question so when the customer says hello I need a plumber to help me with let's say drain cleaning then you wouldn't say well we specialize in drain cleaning what's your full name see you're taking control of that conversation or they say how much you charge for drain cleaning you can say hey we specialize in drain cleaning what's your full name right so it's all about well really to know from them because they may not even be a good fit for you maybe it's a renter that you know can't get ahold of the homeowner and is shopping around so you got to be careful where you're talking to and this script is gonna help you figure out exactly what you need to do and you know there's I'm sure there's a lot of other stuff that you can do so I'm keeping this as a short training it's not like a five-hour training or anything like that it's just real quick how you can basically control that conversation and capture your leads so when people ask you for a phone for an amount and they want to know an amount they want to know or maybe they don't want to get off they don't really want you to go to their house or the business they want price over the phone this is what you could say when the customer asked how much do you charge you can say something like this in order for you to avoid surprise fees we gotta see your plumbing in person give you a free estimate with no obligation and we promise not to give you a slammin sales pitch do you want a free estimate today or does tomorrow work better for your schedule now that phrase right there are super powerful all right so you're basically like telling them why you're not going to give them a price over the phone and you're making them feel better because you're telling them that hey you're not gonna send the salesman or a slimy sales out there we are going to have good sales skills but you know what I'm talking about so and then you're telling you're gonna give them a free estimate with the obligation so you know that's the name of the game and if you do charge for estimate well that's fine you know that's not including like electronics lab indepe detection or if you got to perform some type of something anything whatever it is whether it's the crawlspace is like an RV maybe you don't want to get in because it's too tight you know whatever the case is sometimes you do have to charge for an estimate sometimes you don't hope you guys do part so that is a very good good phrase there in order for you to avoid surprise feeds we need to see your plumbing in person so that we can give you a free estimate with no obligation and we promise that to give you a slimy sales pitch do you want a free estimate today or just tomorrow work for your schedule so no matter what they're gonna answer your question okay so at this point customers accepting that you they're gonna you know take a free estimate they may have more questions from here just handle that as you go you know the customer says yes please today or whatever dispatch me you need to figure out if this person is gonna pay the bill you know me and the plumber I remember going out to calls and the homeowner was not around it was the renter they didn't know what to do they couldn't afford our price and I'm out there at 1:00 in the morning trying to fix their plumbing and trying to get paid for it at the same time so gotta make sure that the dispatch is filtering the calls making sure that we get to the right calls and you don't waste our time right so you want to figure out whose pain and trying to get that information so if it's a renter okay does the homeowner know that we're coming there's a homeowner know that you have a problem can we have your homeowners phone number some people will say no we don't want you to talk to them and so you got to kind of go from there right so I'm gonna keep on going I'm not gonna get hung up on that the most important some of the more important questions that you need to be asking are these here what's your phone number what's your dress so basically as soon as you kick off the dispatch with this right here you take control of the conversation and you found we're going to give you a free estimate who are you the homeowner yes no you are now just start asking all the questions okay so what's your phone number what's your address is it a condom Azura is it a home sweet you know do you have a dog or a cat I've personally been bit by a dog while I was plumbing and I know that really pissed me off so I always ask the guys to please put your dogs away I used to try to pet him in all that stuff I found that it's just better to ask to put the dogs away because then if we need you door open or some of them are escape artists you know you kind of you're walking in and they're water running out so it's best just to ask them to keep that dog or cat in a different room also will the homeowner or the business owner be on site right that's one thing you know you got to get paid if you're if if we're gonna go we're gonna fix your stuff you know can we contact the person that's gonna collect payment very important stuff so again another question is tell me more about your plumbing problem and trying to get as many details as possible now that you've gathered all their contact information go back and basically gather as much detail about the job so you can fill in your plumber with all the right information okay then you have more questions like when was the last time this happened to figure out their pain points do you have any questions that's one of the things that we're not asking customers you know we should yes do you have any other questions because they may just be you're holding back on commenting questions and so you gotta basically get that stuff out of them another thing a second the last question is how did you get our phone number if you're tracking your marketing you want to know where these calls are coming from this very important question last but not least and I'm sure there's a lot of other questions that we could implement to this again this is a short video of the go over some script to help you with the fundamentals the basics of this step this is not like a 10 hour course this video is almost over you're gonna get your Google document right down you know take these questions and basically make it work for your company okay so the last thing you need to be saying it's not a question it's more of a statement is we're gonna give you a call 30 minutes to an hour before we arrive let them know that and then yeah I guess ask them if it's that's okay you know and they're typically gonna say yes and they'll appreciate that and that actually makes it easy for you and dispatch to basically control your calls and make sure that you're getting there on time and things like that so calling you know as the plumber is in a route to verify that they're there so a plumber doesn't at least this time sometimes people want to cancel things like that so you don't want to waste your gas money I'm going to cause we all I hate that stuff now how many marketing agencies how many marketers out there do you know they can give you information like this they can talk about plumbing they can talk about dispatch or clean-out hydrogenic and know the science behind it know what it takes know what it takes to like handle it build it do it that's those that's what you get with strictly plumbers you get me Tony G is I was a plumber for 15 years a prior to owning this marketing agency so I stopped plumbing in 2016 right and I've been marketing ever since and we've I've cracked the code ever since and you know we've been very successful and generating clients for plumbing companies and it's something that I am putting a gas pedal on here with helping you guys with scripts to help dispatch because if I load you up with a bunch of leads and calls but you're not you know really you know taking down the information and scheduling the appointment because they're asking you how much you charge you know and just that you give them a number and they say okay let me call you that have you had that before yes so this is gonna help a ton all right so use it as much as possible make it work for you this is a quick 15 minute lesson that's teaching you more about dispatch and how to capture the calls my name is Tony G if you have any other questions you can scroll to the very bottom of this and you can call me by you know dialing this phone number here you can email me you can no appointment I click on these things here visit my facebook or my website alright guys so again Tony G here with strictly plumbers thanks again for coming on board and coming on board with a specialist that only works with plumbing companies so let's rock and roll let's make you some more money I'll talk to you soon