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.

Dave Yoho Associates produced amazing results for us! Every percentage point of improvement in our lead issue rate translated to an additional $500,000 in business.

Brian Leader, Founder
Improveit! Home Remodeling

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

I’ve had the privilege of using Dave Yoho Associates consulting services for the last three years. It’s by far the best single business decision I’ve made. Their structure, training, and business coaching are second to none.

Michael James, CEO
Classic Exteriors

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

I’ve been a client of Dave Yoho Associates since opening my business six years ago. In that time, their training program and sales methods have helped us build a successful organization. Their system is the best I’ve seen so far in any industry!

Ken Sherman, Owner
Brookstone Windows & Doors

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

One of the primary takeaways from your most recent visit to our company was that the words, promises, and tone of our call center reps need to speak directly to the prospect’s needs, followed by a professional, systematic sales presentation which builds immediate rapport and trust.

Dave Cerrone, President
Fitch Construction

I want to thank the entire team at Dave Yoho Associates for meeting with our Canvassing Managers last week. The knowledge we learned in only one day was invaluable.

Jason Hollister, Proximity Marketing Manager
RbA Southard Corporation

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