Angie Snow (Episode #5)

Reputation Ignition Podcast

🌟 Elevate Your HVAC Business with Angie Snow: Seven Star CSR Framework Unveiled! 🌟🎙️ Welcome to a game-changing episode of HVAC Mastery! In this session, we're joined by the phenomenal Angie Snow, a business coach, former owner of Western Heating and Air, and a trailblazer for women in HVACR.🌐 Overview:Dive into a conversation that promises to reshape your HVAC business. Our focus is on the Customer Service Representatives (CSRs) - the unsung heroes and the first line of defense for your business. Angie Snow brings her wealth of experience to help you elevate your business, enhance customer experiences, and build an impeccable reputation.💼 Angie Snow's Background:With 14 years of ownership at Western Heating and Air, Angie has invaluable insights into the industry. She emphasizes the need for both sexes in the trades for long-term success, especially given the decline among Millennials.🌟 The Seven-Star CSR Framework:Angie unveils a transformative framework designed to empower CSRs and redefine customer interactions. From mental and physical preparation to nurturing post-call relationships, each step is a star in the constellation of exceptional customer service.Prepare (Step 1): Prioritize mental and physical preparation before answering calls.Build Trust (Step 2): Establish trust within the first seven seconds through competence and compassion.Ask Questions (Step 3): Utilize five essential HVAC-specific questions for prioritizing and providing necessary information.Word Choice (Step 4): Embrace positive and powerful language, avoiding negativity that could turn customers away.Add Sugar (Step 5): Gradually add value throughout the call, enhancing the customer experience.Offer Solutions (Step 6): Overcome objections and deal with challenging customers effectively.Nurture the Relationship (Step 7): Implement post-call strategies, including outbound calls, happy calls, and soliciting reviews.🚀 Key Insights:Angie shares invaluable insights, including the recommended minimum booking rate of 80%. Every call is seen as an opportunity, and CSRs should be trained if the rate falls below the threshold. Positive language is crucial, and Angie emphasizes the power of replacing negative words with more favorable alternatives.🌐 Conclusion:The Seven-Star CSR Framework isn't just a set of steps; it's a philosophy aimed at enhancing customer service, increasing booking rates, and fostering long-lasting client relationships. Angie Snow's expertise, drawn from her experience as a business owner and advocate for women in HVACR, shines through every recommendation.🌈 Ready to revolutionize your HVAC business? Hit play now and embark on a journey toward unparalleled customer service and business success! 🔧❄️ #HVACMastery #CustomerService #BusinessSuccess #SevenStarFramework #AngieSnow Hosted by Ausha. See ausha.co/privacy-policy for more information.