Inbound calls to your plumbing business are crucial to generating sales and maintaining a positive connection with your target market. BIA/Kelsey notes that 162 billion phone calls will be placed to businesses from smartphones in 2019, so it's important that your business is ready to take advantage of those calls. Below, you'll find three ways to make the most out of those phone calls to your business.
While a steady flow of inbound phone calls is good for your business, the inability to connect those phone calls to sales. Just because the phone is ringing doesn't mean that your business is thriving. As such, it is important to connect the sales that result from phone calls so you can gain better insight into the marketing sources that are more likely to drive calls from customers in need of your plumbing services.
For small businesses, connecting callers with a human voice rather than a voicemail box is easier. Make sure you are prompt in answering the phone when it rings, even if you only have time to answer a few questions regarding their needs and then take down their number to call them back with a quote or further information about service. For larger businesses, smart call routing can ensure customers get the personalization of a small business with the efficiency of a larger operation. Interactive voice response (IVR) can lighten the burden on those answering the phones by having callers answer a few prompts before talking to a team member.
For a plumbing business example, the first IVR interaction could ask consumers to press 1 for information about services or press 2 if they have an emergency plumbing need. That option to "press 2" could then connect the caller directly to a team member so their emergency needs are met.
Finally, focus on personalizing the experience of each caller. Remember to answer the phone using the company name and the name of the individual fielding the call. Ask the caller what their name is and be sure to address them by their first name throughout the conversation. With that information in hand, offer assistance with an open-ended question regarding their service needs. Don't forget that many callers may have an urgent need for service, so don't leave them on hold for long periods of time and remain positive in your responses to convey a sense of concern for their condition. You won't get measurable data from this type of interaction, but it does go a long way toward building a positive brand image for your plumbing business, and returning customers.