Pure Motives
Which is the most important of these?
1. Timeframe
2. Price
3. Service
4. Quality
Timeframe
What is most impotant?
1. How we do it
2. What we do
3. Why we do it
Why we do it
What do you score a loyal client?
5
True or False: Zero Tolerance Process should be done immediately.
True
How many calls should you dispatch at a time?
One
What is the foundation of this program?
E (event) + R (response) = O (?)
Outcome
Bonus +100 points
Which one is the only one we have control over?
What do you score when only one homeowner is present?
2
CSRs deal with what kind of clients?
External
Dispatchers deal with what kind of clients?
Internal
What are the four steps to creating a magic moment?
1.Create the moment
2.Praise the effort
3. Say how you feel
4. Share gratitude
What % of people upgraded when shown options in the order of premium, midrange and economy?
80%
What do you score a factor that was not asked or answered in a call?
0
What is a way to fight back bad reviews?
Flood your review sites with good ones.
What does a dispatcher do with the schedule and company information?
Protects It
What are the four steps to finding the client code?
1. Who found the problem
2. What they said
3. How was that like
4. Magic Moment opportuniy
What are the rules of relationship?
1. Culture - interactions
2. Please & Thankyou
3. Magic Moments
4. Never say "can't"
Bonus Question 100 pts
Who has to follow Rules of Relationship?
Who would have a higher priority on the schedule?
Client 1:
Score 32 / Stanby
Client 2:
Score 30 / VIP Front of the Line
Client 2:
Score 30 / VIP Front of the Line
What are the four types of concerns to look for when handling a customer concern?
Price/Value, Scheduling, Workmanship and Attitude.
Name at least 2 of the Golden Rules
Dispatch high performers to the best calls
Limit the info dispatched to field staff
Protect schedule information from field staff
Give the next activity after the last call is debriefed.
Never rush techs on service calls
Dispatch only ONE activity at a time
What are the Pure Motive Rules?
1. Client Must Want Service More Than You Do
2. My Ego Is Not My Amigo - Doing For Others
3. Serve Your Prototype Client
4. YOU must be Sold Before Client
5. Know The Reasons WHY You Do It
What are the 5 Pure Motives?
Quality & Reliability
Safety & Health
Customer Service
Customized Relevant Solutions
Honesty even when it's not popular
What is the highest form of commitment?
Payment
Name at least 2 priorities that CSRs have in common with Dispatch.
Communication
Require Scripts
Keep info safe
Job Objectives
KPIs
Enviroments
What are the two things dispatchers are responsible for?
1. Productivity & Profitability
2. The energy of your team