Primary Role:
Inside Sales and CSR
Tools Needed:
- Workiz > monitor inbound leads, call tracking, follow up tasks, and
Call Handling Processes
- After First Call
- Tag the call in Workiz as SQL, Bad Lead, or Spam
- SQL (Sales Qualified Lead) > this is a real person with a real HVAC need we can solve. They may or may not buy from us but they fit our profile for a customer
- Bad Lead > these are real people but not a good fit for our offering
- Spam > robocalls, trying to sell to GES, instant hangups
- Caller wants to book a time for GES to come out to their system
- Create Job and estimate > assign tech and confirm time with customer > Tech goes on site
- Caller does not want book right away > enters follow up stage
- Input notes into Workiz about their needs > set task to follow up based on lead types outlined below
- Tag the call in Workiz as SQL, Bad Lead, or Spam
- Types of Leads
- Emergency Needs
- Client has a broken system and needs immediate help
- Day 0 > client calls in
- Day 1 > Call back “we spoke yesterday and your system was down. I wanted to check in on you- were you able to get this resolved or did you still need help?” > if no answer: send text
- Day 3 > Call back > send email
- Day 5 > Send text “Hopefully you were able to get your issues fixed, please let us know if you need help in the future”
- Day 3 > Call back > send email
- Day 1 > Call back “we spoke yesterday and your system was down. I wanted to check in on you- were you able to get this resolved or did you still need help?” > if no answer: send text
- Day 0 > client calls in
- Client has a broken system and needs immediate help
- Maintenance
- Client has been having issues with HVAC not performing or needing a fix/cleaning but it’s still coming on
- Day 0 > Client calls in
- Day 2 > Call back “we spoke a couple of days ago and I wanted to see if you’d given more thought to our conversation. Can I get someone out there to take a look and at lease review your options?” > if no answer: send text
- Day 5 > call back > send email
- Day 7 (one week since first contact) > send a text about membership and ask if they want to discuss
- Beyond > call/text once a week until they say no or reach 30 days old and flip to cold
- Day 5 > call back > send email
- Day 2 > Call back “we spoke a couple of days ago and I wanted to see if you’d given more thought to our conversation. Can I get someone out there to take a look and at lease review your options?” > if no answer: send text
- Day 0 > Client calls in
- Client has been having issues with HVAC not performing or needing a fix/cleaning but it’s still coming on
- Big Clients
- Client has larger installation needs. This could be a system replacement, multi tenant job, new construction opportunity, etc
- Day 0 > client calls in
- Day 1 > Call back: “I know we spoke yesterday and you weren’t ready to have us out yet. Is there anything I haven’t answered or concerns you still have that are giving you pause?” > if no answer: send text
- Day 2 > send email letting them know about different options we have for situations like theirs
- Day 5 > call back > send text
- Day 7 > text offering to waive $79 fee if they end up taking on job or offer a discount
- Day 14 > (if multi-tenant/new construction) call back: “I know this is a big decision because who helps you with HVAC impacts the you/your residents in a major way. Can I share some examples of similar work we’ve done before?
- Day 21 > Send email with examples anyway
- Day 30 > flip to cold lead process
- Day 2 > send email letting them know about different options we have for situations like theirs
- Day 1 > Call back: “I know we spoke yesterday and you weren’t ready to have us out yet. Is there anything I haven’t answered or concerns you still have that are giving you pause?” > if no answer: send text
- Day 0 > client calls in
- Client has larger installation needs. This could be a system replacement, multi tenant job, new construction opportunity, etc
- Cold Leads (anything over 30 days)
- Make sure cold leads are in email marketing list
- Use cold leads (30-90 days old) to mine for jobs when calls are slow
- You MUST note the last time you called them as we don’t want to call these leads any more often than once per week and should call them at least twice before they hit 90 days old.
- Emergency Needs
Reporting
- Access Workiz Phone > Adjust Time Frame > Filter calls based on Spam; Bad Lead; SQL
