Home Service Owners Beware: 3 Mistakes Costing You Thousands

Don't throw money away.  ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌

October 04, 2024   |   Read Online Don't Waste Money or Time Sup, What's in a mistake? If you're a business, it means money. Data shows that 38% of businesses fail due to exhausting their cash or the inability to secure capital. That means one mistake could be the difference between sink or swim. One of the biggest mistakes I've made in the past few years was moving my call center fully overseas. I learned a lot from that blunder—mainly that it was a skill development issue. More on that later. Now? We run a hybrid call center where real CSRs are backed and coached by Avoca AI. It gives us the best of both worlds: We never miss a call and know where we can improve. Our reps now learn exactly where they have room to improve from every call, getting scored on tone, talk time, and more. Avoca also makes sure we never leave a call ringing ever again. Check out Avoca AI and stop missing your own opportunities to level up your call center. Demo Avoca AI Now Here are the top three things you can do to avoid further mistakes in your business to stop wasting money. Keep that runway going. Let's do it. Prioritize customer experience and service quality. Invest and focus on retaining those rockstar employees. Don't neglect having a sales team. Reading time: 3 minutes and 40 seconds 1. Customers over Cost-Saving Is harming the customer experience and hurting your reputation worth saving a couple hundred grand? That's what happened before we had the structure and training of our call center fully in place. The switch to a full-time, overseas call center created a disconnect. Communications between departments suffered, things fell between the cracks, and the savings over having a trained, in-house call center ended up as a wash. As with most things, the answer was training and not trying to scrape as much savings as possible. It took years to undo that harm while also correctly utilizing overseas talent. The point? That saved money ended up costing as far more in return—potentially millions. Today, the structure is in place, our CSRs are learning from each call with Avoca and it's all so much smoother. Lesson learned. 2. Keep Who You Recruit Which Money-Wasting Mistake Are You Most Guilty Of? Saving Money over Customer Experience Not Holding On to Hires Ignoring Dedicated Sellers Employees come and go. It's the nature of the business. The difference comes when you can create team culture, get people to buy in, and make them want to stay. That can come in different ways. Are you reinforcing a culture of growth? Are you compensating in a way that makes employees proud of working for you? The big one: Are you training and uplifting careers? These are all part of a whole. My philosophy is that I can increase revenue with the right hires. On the opposite end, not retaining those employees means a money loss. If you develop them, they will stay. Keep those rock stars. 3. Get Some Sellers The biggest growth move in the past 12 months, besides our new building, has been revving up the sales team machine. For a lot of businesses, the slow seasons turn into a period where you start pressing the LSA button and hoping leads turn up. It's in moments like these that I'm glad we use Hatch and really let the lead problem solve itself. Our follow-up and response game has been so strong since making the move to Hatch that we've seen our overall response times go up, which helps take some pressure off sales. See Hatch For Yourself But we've become proactive about sales now, all year long. This includes canvassing, events, and a new Director of Sales who is helping to move the needle daily. Sometimes I think about when we didn't have a sales team doing that. That's a lot of lost revenue. But more than just having the right people, they have the right processes. This is where the right SOP can help drive revenue and provide guidance from the top, down. And that sales team is only going to keep growing. Every day they're hustling, finding new leads, and getting the company name out there. Have a great weekend. 👊 John     Want More Owned and Operated? 📻 Listen to Owned and Operated on YouTube, Spotify, and Apple  📖 Check out the go-to resource for scaling your home service business here 🤝 Get your brand in front of 20,000+ home service business owners here       Update your email preferences or unsubscribe here © 2024 Owned and Operated Weekly Insights 1501 Commerce Drive Akron, Ohio 44240, United States of America Powered by beehiiv Terms of Service