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.

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

The advice we received from Dave Yoho Associates enabled us to increase our volume with 19% less leads in the first year alone!

Joe Francis, President
Shiner Roofing, Siding and Windows

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

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

Dave Yoho Associates are the leaders in business consulting and sales training for the industry. We utilized their services to grow from a small business to averaging over $10 million annually.

Wendy Patterson, Co-Owner
Patterson Homes & Construction

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’ consultants are the sharpest in the industry, and are incredible communicators, very engaging, and always inspiring. Their industry insight is unmatched, as is their creativity.

Todd Miller, President
Isaiah Industries

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

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

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

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