98.47% Call Booking Percentage on 4,300 Service Calls – How Amanda Henrici of Air Repair Pros Answers Phones, Handles Objections, Sells Clubs, Dispatches Techs & Does Everything Else in Between!

Amanda Henrici is the Customer Care Manager for Air Repair Pros in Frisco, TX. In addition to leading the department, she’s the company’s lead CCR and dispatcher.  In 2022, Amanda had an exceptional year; she converted 98.47% of the calls she answered to appointments… She answered around 4,300 calls!  Their cancellation rate was only around 9%.  In addition, Amanda and her Air Repair Pros team sold an incredible 1,600 club memberships.  Over this 60-minute interview, Amanda shares her recipe to success… She reveals the questions she asks when booking; how she expertly navigates every objection imaginable; her process for introducing & selling clubs over the phone; what she does when the phones are too slow & too busy; how she generates sales in her office role; and so much more! Show NotesThe Successful Contractor Podcast, Powered by CertainPath, is a show for residential contractors about residential contractors…  We chronicle business journeys, share insights, and celebrate successes in this wonderful industry.  Thank you to our sponsors: Goodman. Goodman® is a brand of Daikin Comfort Technologies, Inc., the #1 HVAC manufacturer worldwide with one of the world’s largest state-of-the-art manufacturing facilities located near Houston, Texas. Since 1982, Goodman has focused on offering the best values for HVAC systems and supplies, producing energy-efficient, high-quality HVAC equipment that is easy to sell, install and maintain. Goodman’s continuous efforts have helped contribute to the success of many HVAC contractors, like you.   Goodman produces a complete line of residential ducted split systems and packaged units. The company’s product line is supported by numerous technology enhancements, many exclusive to the Goodman brand. One example of exclusivity is the Google Nest Thermostat E + Goodman thermostat, that brings together the helpfulness of Google with the year-round comfort of Goodman.   Goodman also offers ComfortBridge® technology that allow Goodman systems to be connected to any 24-volt thermostat, and the CoolCloud app allows contractors to connect, configure, and diagnose wirelessly. It’s no wonder millions of homeowners say, “Thank goodness for Goodman.®”Look for and be sure to “Follow” Goodman on LinkedIn, Facebook, Instagram and YouTube.  Insinkerator- InSinkErator® is the world leader in Food Waste Disposers and Hot Water Dispensers, and holds over 400 patents on fine grinding and quiet technology innovations. Based and assembled here in the United States, InSinkErator produces the popular Badger® series and can offer many upgraded disposers, such as the PRO Series built for plumbers and builders, to meet the needs of the more demanding customer. The Hot Water category has grown nicely in the past three years as homeowners desire more out of their home such as preparing meals, hot beverages, and help cleaning that our products offer. We are now a division of Whirlpool Corporation. Visit insinkerator.com to learn more.)  pulse M & Customer Lobby.  Successful CertainPath members like you know the value of thinking like a customer. We’ve got the tools to help you do just that. Enter pulseM Plus, combining the power of pulseM and Customer Lobby to enhance your customer journey by creating value at every touchpoint—we’ve helped hundreds of CertainPath members like you win and retain more business. pulseM Plus utilizes pulseM’s industry-leading reputation management capabilities to help you build out the early stages in your customer journey and maximize your online reputation through Google reviews. Then, pulseM Plus keeps your customers coming back by incorporating Customer Lobby’s powerful retention platform, using postcards, emails, & text messages to send the right message at the right time to encourage repeat business. And as a CertainPath member, we will waive your setup fees! For more information, please visit get.pulsem.me/pm-plus-certainpath.