So, you’re a business owner who wants more insights on how to book more appointments. We get it! Being able to convert more leads into appointments from your existing lead pool is key to helping your business grow and be successful.
How is this accomplished? I’m glad you asked. We will discuss four different approaches, call tracking, call intelligence reporting, Smart Selling, and lead recovery. We recommend using all approaches, although any insights to your calls can be valuable and help book more appointments.
The most basic approach is call tracking, which shows business owners the success of their advertising strategies. By recording and categorizing every call, we can discover which ads are generating calls and which of those calls are actually leads. Call tracking provides important insights into:
Which marketing investments are working
What your customers are asking for
How your customer service representatives (CSRs) are treating your customers
Every businessshould do call tracking.
Call Intelligence Reporting
Since evaluating calls is extremely time consuming, our team has developed call intelligence reporting, which organizes these valuable insights from the recorded calls into an easy-to-read report. This report provides even more awareness into the success of your marketing investments, why your leads aren’t becoming appointments, and your CSRs’ lead to appointment booking rates.
Next, for assistance in coaching your team on how to convert more leads into appointments from your existing lead pool, Blue Corona offers Smart Selling, one-on-one customer service training. Smart Selling focuses on providing world class customer service and using specific tools and curriculums in order to book more appointments.
Finally, let’s discuss lead recovery. A fourth way to book more appointments from your existing lead pool is to “recover” them. Lead Recovery is when a member from your office—CSR or sales person—calls back a customer who recently called your office inquiring about services but did not book an appointment. During the recovery call, the team member asks the customer if they are still in need of services and if they can help.
While utilizing lead recovery, your phone calls are categorized four times per day, Monday through Friday, so that your team can recover a lead in “real time.” Our call tracking team flags specific opportunities and provides all details about a specific call so that the call is easier to recover. Even if the customer chooses not to book an appointment during the “recovery call” your team still has the opportunity to show the customer they are valued and ask that they keep you in mind in the future.
Think to a time when you were wowed by a customer service experience. Did it make view the company in a different way? Did you refer your friends, family, and peers because of this? There’s true benefit to taking the time to reach out to potential customers and show them that you value their business. I’ll refer to a quote from Chip R. Bell, author of Sprinkles:
“Even if you can’t always give customers what they want, you can always give them a great service experience.”
Co-written by Erin Clark
About The Author: Katie is an Account Coordinator for our Smart Selling division. Outside of helping CSR's improve their customer service on the phone, she likes to ski, ride her dirt bike, and enjoy the outdoors.
View more blogs by Katie Estep
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