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 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

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

I learned an abundance from your canvassing training. Thank you so much for helping us revise our methodology!

Lynann Everett, Interactive Marketing Manager
RbA of Northeast PA

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

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

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

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’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

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

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

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