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Using A Customer Satisfaction Representative

Many home improvement companies miss the boat in their sales process by not hiring a customer satisfaction rep (C.S.R.) either full or part time.

Here is a five step process for implementing the skills of a C.S.R. in your business.

Step 1:  Job is sold/approved – ready to go

Step 2:  C.S.R. (Customer Satisfaction Rep.) is assigned

  • He visits job with tech rep (remeasure) & customer when possible
  • Or he visits job with production supervisor, sales rep & customers

Step 3:  C.S.R. visits job daily

  • Fills in data info on customer (other products needed & personal data)
  • Customer provides names of neighbors by street address & other info.
  • Compiles a list of visible needs for database
  • Visits each customer with a small gift, including card i.e., ‘Thank you for your patience during our recent (describe job/product), we apologize for the inconvenience from truck, noise, etc.”
  • Gives D.O.E. & E.P.A. literature (gets receipt with phone number, e-mail & permission to recall)
  • Gets names of friends, relatives in community (records brief message for replay to friends). These may qualify as customer referrals.

Step 4:  Compensation for C.S.R.

  • Small base salary
  • Compensation on (quantity) of leads developed into presentation

Step 5:  Leads to salesperson who sold job

  • 80/20 volume split between sales rep & C.S.R. on jobs sold

Just by adding this one piece to your business you can improve your reviews, referrals and overall customer satisfaction.

We have been working a long time to reach a “million-dollar month”, and this September we finally accomplished our goal! The Dave Yoho Associates model and training tools are without a doubt the keys to our success.

Chuck Cometti, General Manager
RbA of Central New York

Your consultant introduced many thought-provoking, exciting concepts that were implemented and drove our net profit. We look forward to a long and prosperous relationship with Dave Yoho Associates!

Mark Watson, Owner
Exterior Medics

We’ve used the consulting services of Dave Yoho Associates for several years now. Much of our success can be attributed to following their systematic teachings and practices.

Michael Hoy, President
Great Day Improvements

Immediately after your training, I ran my first solo appointment and got the order for $16,088! I beat out a reputable local remodeling company whose bid was $4000 less and was referred to by the customer as a slightly ‘better’ product.

Sara Zarndt-Brickey, Operations
Re-Bath of Illinois

Dave Yoho Associates provided guidance, advice, best practices, and support to our entire staff. Our company has improved across every level after working with them.

Cris Keeter, Owner
All-States Exteriors

Recently, Dave Yoho Associates performed ‘role-play’ scenarios for three hours with our salespeople. The eye-rolling is gone and their confidence has grown substantially. Can’t wait for your visit next month!

Jason Phillips, CEO
Phillips Home Improvements

Our remodeling business had annual sales of under $9 million when we became contract clients of Dave Yoho Associates. Due to their training and systems, our revenue soared – – we are headed for over $35 million this year.

Vince Nardo, President
Reborn Cabinets

We found Dave Yoho Associates extremely professional and knowledgeable in evaluating our current business model and recommending specific solutions that will improve our efficiency and profit.

Wasyl Bodnar, President
Ventana Design, Sales, and Manufacturing

It was an honor for us to have Dave Yoho Associates hold a sales meeting for our team. Everyone was enthralled by the powerful content that we are already implementing throughout our business.

Rick Otto, VP of Sales
Coach House Garages

We are grateful to have Dave Yoho Associates work with our entire team. I firmly believe the improved performance of our event marketing team is directly tied to your coaching over the last couple of years.

Scott Barr, Steward
Southwest Exteriors

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