53. Operational Insight: A Simple Guide for Managing An Effective Inbound Call
And a free template
If you run paid ads, Google LSA or you rely on SEO for inbound enquiries, you need a process for receiving calls.
Regardless of the type of cleaning you offer, there will be a standard set of questions to ask.
My cleaning business offered both commercial and tenancy cleaning.
We relied on SEO and word of mouth for inbound enquiries.
This simple workflow and online form helped us log the details of every enquiry.
In today’s email:
Contact Information
Commercial Cleaning Enquiry
Tenancy/Deep Cleaning Enquiry
👇🏾 Listen: Nail your staff training and onboarding process with these hacks
THE BIG IDEA
Every inbound call we received followed a simple process.
Collect the callers contact details; and
Collect basic details for the clean.
That’s it.
This is the online form we created:
Details were capture in a Google Sheet and transferred to our CRM.
Create a Google Form, break it into sections and add your questions. Synch it to a Google Sheet and you’re good to go.
Contact Information
The most important details.
You want to know who called and where they were calling from.
Inbound enquiries are intent based, they have a problem and they’re calling you to solve it.
By collecting their contact information, you’re building your database of prospects.
You can add them to a sales process (if they buy) or a nurture sequence (if they don’t buy). Regardless, getting their contact details gives you the opportunity to follow up.
Now that you have their contact details, it’s time to find out about the clean.
Commercial Cleaning Enquiry
For commercial cleaning enquiries, our aim was to arrange a site visit on the call.
These questions gave us a basic idea of what needed cleaning:
But, to provide an accurate quote, we needed to see the property.
A site visit gave us the opportunity to ask more questions, view the property and build a relationship with the client.
Tenancy/Deep Cleaning Enquiry
For tenancy/deep cleaning enquiries, it’s likely that the caller wants a price on the call.
They’re shopping around for services before making a buying decision.
With that in mind, you need to be prepared.
This is the list of questions that we started asking after introducing the process:
With this basic information we were able to provide a quote on the phone.
Collecting the callers contact information enabled us to confirm the quote by email.
Over time, our questions evolved. To get a comprehensive list of questions to ask for a tenancy/deep clean, read this:
This simple workflow improved our quoting process and increased our call conversions. We had a process to follow.
Every enquiry improved the questions we asked and increased the amount of information we collected.
Doing this helped us better understand our prospect, which enabled us to provide a better service.
Content to check out
In this week’s episode of The Growth Lab podcast, I share 5 hacks from previous guests that will help crush you staff training and onboarding process. Listen here.
Prefer watching over listening? Check out The Growth Lab podcast on YouTube.
Need More Help?
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Thanks for reading!
Matt @ The Growth Lab
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