Kenny Littlefield & Dianna Worthington with Mr. Rooter LLC SIX PROVEN TACTICS TO GENERATE LEADS AND INCREASE REVENUE

3 PROVEN TACTICS TO GENERATE LEADS

3 Tactics to Generate Leads Consumer Website Pay Per Click Advertising Review Management

Consumer Website

What does that look like for you? Direct contact to you Provide relevant content Responsive design

PPC

Paid Organic Local Listings

3 Ways to Run Successful PPC Use an expert Tracking calls and forms Cost per contact

Always, always, ALWAYS drill down to cost per contact

Review Management

Things To Remember No pay/incentives No family members Must be actual customer

“[A] one star increase in Yelp rating leads to a 5-9% increase in revenue” -Michael Luca, Harvard Business School

3 PROVEN TACTICS TO INCREASE REVENUE

3 TACTICS TO INCREASE REVENUE CSR TECH CUSTOMER CONVERSION COMPLETION CARE

CSR CONVERSION: DO YOU KNOW THE NUMBERS?

CSR receives 100 service calls 70% Close Rate = 70 booked calls 75% Technician Close Rate = 53 jobs Average call: $400 Monthly Gross Revenue: $21,200 Monthly Numbers

IMPROVED CSR CALL CAPTURE CSR receives 100 service calls 90% Close Rate = 90 booked calls 75% Technician Close Rate = 68 jobs Average call: $400 Monthly Gross Revenue: $27,200 (AT 70% Close Rate: Monthly Gross Revenue: $21,200 Increase in Revenue: $6,000 Annual Increase in Revenue: $72,000

HOW TO IMPROVE CALL CAPTURE Understand Your Customer Solve their problems Explain how you do business Make a good first Impression

Methods of Communication

Listen to Recorded Calls

Lifetime Value Model Job Ave = $ jobs = $1, Customer will refer 2 customers = $2, Those 2 refer 2 = $4, Those 2 refer 2 = $9, Total = $18,000.00

Lifetime Value Model Total = $18, month of call capture at 90%: 20 calls x 18,000 = $360,000.00

3 TACTICS TO INCREASE REVENUE CSR TECH CUSTOMER CONVERSION COMPLETION CARE

TECH COMPLETION: DO YOU MEASURE PERFORMANCE?

Total Calls Dispatched Close Rate Job Average Goal Revenue Customer Satisfaction KEY PERFORMANCE INDICATORS

IMPROVED TECH CLOSE RATE CSR receives 100 service calls 90% Close Rate = 90 booked calls 85% Technician Close Rate = 77 jobs Average call: $400 Monthly Gross Revenue: $30,800

IMPROVING TECH CLOSE RATE CSR receives 100 service calls 70% Close Rate = 70 booked calls 75% Technician Close Rate = 53 jobs Average call: $400 Monthly Gross Revenue: $21,200 CSR receives 100 service calls 90% Close Rate = 90 booked calls 85% Technician Close Rate = 77 jobs Average call: $400 Monthly Gross Revenue: $30,800 30,800 – 21,200 = 9,600 monthly increase 9,600 x 12 months = 115,200 annual increase

3 TACTICS TO INCREASE REVENUE CSR TECH CUSTOMER CONVERSION COMPLETION CARE

CUSTOMER CARE: DO YOU CARE?

IMPROVING CUSTOMER CARE CSR receives 100 service calls 70% Close Rate = 70 booked calls 75% Technician Close Rate = 53 jobs Average call: $400 Monthly Gross Revenue: $21,200 CSR receives 100 service calls 90% Close Rate = 90 booked calls 85% Technician Close Rate = 77 jobs Average call: $520 Monthly Gross Revenue: $40,040 40,040 – 21,200 = $18,840 monthly increase 18,840 x 12 months = $226,080 annual increase

Increase marketing spend to make the phone ring Vs. Increased CSR Conversion Increased Tech Completion Increased Customer Care Do the Math: Savings and Profitability CONSISTENCY

Kenny Littlefield & Dianna Worthington with Mr. Rooter LLC SIX PROVEN TACTICS TO GENERATE LEADS AND INCREASE REVENUE