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2 . Map Out What ’ s SUPPOSED To Happen .
To be fair to the employees who horribly bungle these calls , they have never been directed , trained , or instructed on how to answer the phone . That ’ s not their fault . Further , you can ’ t just give them a script and one talking-to . You have to monitor , continue to train , and update the phone playbook . None of this will happen without ongoing vigilance and monitoring .
3 . Check And Monitor FREQUENTLY .
If you don ’ t regularly check and test everything that is supposed to happen in your office , on your website , and in your systems , with and by your employees , you ’ re in for an unpleasant shock . I suggest doing this late on a Friday when everyone has gone home and you ’ ve had at least one stiff drink . That way , it takes the sting off and prevents you from firing everyone . ( Trust me , you ’ ll want to .) We do this phone test in the workshop late on a Friday afternoon for a reason . Ugly is happening , and not just on the marketing side — there ’ s the tech customer service side , as well .
In summary , all inbound calls should be recorded and reviewed weekly . In states where you are required by law to notify the caller that they are being recorded , a simple “ This call is being recorded for quality assurance purposes ” is sufficient before the call connects .
FREE BONUS :
One of the resources we give clients at our 2-Day Rapid Implementation Workshop ( RapidImplementationWorkshop . com ) is a starter playbook on how to handle an inbound phone call . Because you ’ re a reader of “ MSP Success ,” I ’ m going to make this available to you for free for a limited time ( until Jan . 30 , 2020 ). To get it , go to MSPSuccessMagazine . com / phones .
Keep in mind the scripts provided should be customized to your specific situation and client . However , this will give you an excellent starter document for how to handle inbound prospects . I would not recommend changing the rules on “ How to Avoid Burning a Client .” These are tried-and-true rules to ensure the maximum number of prospects become clients by delivering a five-star performance in handling their requests . n
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