The Phone Call from Hell!
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In this episode, Nate and Brian talked about active listening, expectation setting, addressing customer dissatisfaction...
Show notes
Introducing this week’s discussion. [1:09]
Nate and Brian discuss the quote of the week. [2:01]
Highlighting the review of the week. [12:12]
Introducing “Mr. Angry Caller”. [17:41]
How to de-escalate the first 10 seconds of a call. [23:48]
The power of relationship over revenue. [28:46]
Responding to “I found the part cheaper.” [36:07]
Deconstructing the cost of a job from the client’s perspective. [43:00]
The problem of perceived value tied to labor time. [52:14]
Trust, transparency & quality in communication. [59:09]
The third-party defender objection. [1:07:26]
The power of tone and pace. [1:18:04]
Leadership role in angry customer calls. [1:21:13]
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