It sounds a little cheesy and a little odd that a house painting contractor would need scripts but trust me when I say it can really help improve your business and the experience clients have!
The goal is to offer consistently amazing customer service and you do that by promising and delivering the same things to each client. And a script will help you do that.
That doesn’t mean sounding like a robot when answering the phone or meeting with a client. The script is designed so that anyone can jump into a conversion and touch on all the right points. Once someone is comfortable hitting all those key points they can tweak the script into what works for them.
When our marketing team trains on how to make outbound calls, they learn from a script we’ve crafted and molded the last few years. The script ensures that we get all the appropriate information for us to be successful at the estimate as well as to excite the homeowner that we will be coming to answer questions and address any concerns they may have. We happen to be a company that doesn’t accept deposits or money until the job is finished. So we make a habit of telling that to our potential clients in the initial conversation to open up those lines of trust.
From the sales process through the job coordination scripts are equally as important, if not more. We need to make sure our sales people are promising things that the production team can deliver upon. After all, “We’re a customer service company that just so happens to be really good at painting houses.”
It’s also important to note that each season (or year or whatever applies to your business) the scripts should be revisited. We’ve had to adjust some things just to stay relevant and continue to exceed customer expectations.
The whole process with the scripts is designed to make our company more referable—that’s the ultimate success for a contractor. The best place to get more business is from happy clientele and in order to do that you must meet or exceed their expectations with awesome customer service. I think we can all agree on that. Growing the business with referrals is what enabled us to take more leads from companies such as ServiceMagic. Scripting our way to success has been a major part in our growth as a company. Now we like to let our clients do the bragging for us and keep those referrals coming!
***Vivax Pro Painting is honored to be one of 11 contractor experts to have a blog hosted on Service Magic’s web site. This is an installment from there detailing our house painting business and business in general!
