Any Opinions?
#3120677
04/14/12 05:03 PM
04/14/12 05:03 PM
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Joined: Jul 2008
Posts: 1,361 mequon, wisconsin
Paul Winkelmann
OP
trapper
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OP
trapper
Joined: Jul 2008
Posts: 1,361
mequon, wisconsin
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My son, P.J. claims that he has the best closing rate. ( Of course, he claims a lot of other things that ain't true too ) I feel that I do pretty good on the phone myself. A lot of the calls are handled by my daughter, Stacy, but the most calls are handled by my wife Jessica. To be perfectly honest, my wife gets all of the crap calls. Dead dog on the side of the road, robin fell out of its nest, dog dragged in a Tyrannosaurs Rex, you know the kind.
Here's my question: Have you gained an opinion on who the customer would rather have answer the phone? Is your answer sexist? ( Would a woman rather have a man answer and would a man really rather have an intelligent woman answer? ) I must warn you that I already have a preconceived notion. As K9 would say, let her rip!
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Re: Any Opinions?
[Re: Paul Winkelmann]
#3121505
04/15/12 08:53 AM
04/15/12 08:53 AM
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Joined: Aug 2007
Posts: 1,447 Monroeville NJ
Jonesie
trapper
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trapper
Joined: Aug 2007
Posts: 1,447
Monroeville NJ
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My wife has been answering my phones for almost as long as i have been doing the control work, she has never done a job except for go pick up animal or she would jump in there with myself and my employees on the clean outs when I was doing them. she has a 80 to 85% sales rate on first time calls. she knows the work even though she has never done most of it. she can tell you what the problem is most of the time, I guess answering phones for 30 years will do that. When she gets a person that is being a know it all or the job is a little rough to figure out on the phone she will have me deal with it. We are the only 2 that will sell jobs. any one else just answers the phone and directs the call to where it needs to go.
So I do not go with the working the field concept but do go with absolute knowledge of the work. In my area a woman's voice that is pleasant and professional with a understanding of the business is a absolute plus. This is based on many years of compliments on how my wife handles her self and business wanting to hire her. the only time it is not is when we get a man that has a power hard on, then I think a man is needed with hard know how. then I have no problem of telling him he needs to shut up and listen to what I am going to do because he knows jack squat about what needs to be done. and most of the time that sells the job on him but I will loose the job on the rest LOL
Paul I bet your wife can out sell all of you if she is in the mindset to. she has been talking to customers for a long time. she knows what they are going to ask before they ask, and already has a way to deal with it. your son and you well it will be like me, it's all be on your mood. lets face it Most of us in this business has well alpha personalities no problem speaking our minds and tell some one where they can get off the ship if we need to LOL so to the majority of my customers that is well scared, or upset at the situation they are in and have no idea what to do or how to do it a pleasant female voice with knowledge of the work and a understanding of what the customer is feeling. is the best solution, on the hard to answer question customers then a field person with the same pleasant voice and understanding of the customers feelings is needed, then there is my favorite the CEO that is use to shouting orders and know it all then that is where the alpha field person needs to step in deal with it, just do with a smile LOL
so I guess there is no one fits all.
Last edited by Jonesie; 04/15/12 08:55 AM.
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Re: Any Opinions?
[Re: Paul Winkelmann]
#3121513
04/15/12 09:02 AM
04/15/12 09:02 AM
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Joined: Nov 2009
Posts: 843 NH
sgs
trapper
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trapper
Joined: Nov 2009
Posts: 843
NH
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Here's my question: Have you gained an opinion on who the customer would rather have answer the phone? I think there are too many variables to say for certain. As long as the person answering the phone is fairly knowledgeable and courteous I think things will go fine. Personally, I hate to get the feeling I'm being "sold" anything. I'd rather not get a salesman on the phone when I'm looking to get a job done. Salesmen are right up there on the credibility scale with lawyers in my book. As soon as I have the feeling I'm getting a sales job I'm unlikely to commit to anything. I know I could do a better job on the phone. One of the problems I have is I really don't like talking on the phone and I think it shows. Some calls go better than others so I'm always learning and working on it.
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Re: Any Opinions?
[Re: Paul Winkelmann]
#3122255
04/15/12 05:46 PM
04/15/12 05:46 PM
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Joined: Apr 2010
Posts: 30 St. Louis area
Dave Schmidt
trapper
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trapper
Joined: Apr 2010
Posts: 30
St. Louis area
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All things being equal, I do think more people relate better to a woman's voice; there's probably evidence to support that. In our case, I am much more knowledgeable, but Laura can definitely do well.
ALL OUT Wildlife Control
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Re: Any Opinions?
[Re: Paul Winkelmann]
#3122496
04/15/12 08:32 PM
04/15/12 08:32 PM
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Joined: Jul 2007
Posts: 25 Nashville, Tennessee
John Pearson
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trapper
Joined: Jul 2007
Posts: 25
Nashville, Tennessee
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I have to differ with most of the posts on this one. I answer 85% of the calls, and one of my techs answers the other 15%. We have at least 10 competitors down here, and most folks want to know a general cost and what the problem animal might be. I have many folks say that the other companies didn't know what the species causing the problem was, unless they did a site visit. We do most of our quoting on the phone based on years of experience. If we diagnose wrong, free service call. Personally, I think a lot of guys feel embarrassed to have a female voice on the other end of the line being more knowledgeable than them. ( boy I'll get into trouble for that). Just my humble opinion!
John
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Re: Any Opinions?
[Re: Paul Winkelmann]
#3123770
04/16/12 07:05 PM
04/16/12 07:05 PM
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Joined: Jul 2010
Posts: 41 MI/The creek
TwoDogs
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trapper
Joined: Jul 2010
Posts: 41
MI/The creek
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It is not the same market but my best freind down in SC we have talked about this. Even if his price is higher he gets the job. Every time the phone rings in house it rings 3 times then it get transfered strait to his cell and Him being the owner picks up they always feel way more comfortable talking with him Men and Women more then a tech. He owns Shred It 360 a shredding company in 5 years has branched into 2 other states. He swears by answering his phone.
TwoDogs Predator Control
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Re: Any Opinions?
[Re: Paul Winkelmann]
#3125824
04/17/12 10:55 PM
04/17/12 10:55 PM
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Joined: Apr 2010
Posts: 30 St. Louis area
Dave Schmidt
trapper
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trapper
Joined: Apr 2010
Posts: 30
St. Louis area
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x2; if you can't bring yourself to answer the phone within about 10 seconds, you're in the wrong business. People want that killer opossum gone now.
ALL OUT Wildlife Control
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