Use an Answering Service
An answering service is a third-party that will answer calls on behalf of your business. The answering service can take the call and use your script to filter jobs. Once you have the info, they can call your on-call staff or, if it isn’t an emergency, take the message so you can respond first thing in the morning. Why would you use an answering service?
There are two reasons:
- You do not want your technicians answering non-emergency calls after hours
- You do not want to miss emergency calls that come in after hours
After Hours Calls Are Extremely Important
When someone is in an emergency of a situation such as a water damage they need to know you are there for them and are going to do everything in your power to get it taken care of as fast as you can. There is so much stress involved for the homeowners in a water damage. The more you acknowledge their stress and assure them you are going to make it better as fast as you can you will win their service.
Jeremy uses an answering service in his Water Restoration business. He tells us what works best is not to have the answering service try and sell the call for you or answer any questions involving the water damage. They do not know how to answer their questions and could loose you their business. We want the answering service to determine whether or not the call is an emergency call and needs to be patched directly to an emergency service technician. That technician can then answer any questions the customer may have and then potentially sell the services provided. Taking that call and turning it into a project for your company.
Jeremy Reets started in water restoration in 1990. He is known as the innovator of the TES/ETES drying systems and a discipline of drying called Directed Heat Drying™. He developed the Evaporation Potential formula for use by restorers. He opened Reets Drying Academy and flood house in 2005 to provide water damage restoration education. In 2011, Jeremy developed Reets.TV, a series of online water restoration training packages.