MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc. 5.1 Introduction Office procedures will have a significant impact on the efficiency with which your business operates. These procedures include sales procedures, customer complaint and retention procedures and report review procedures. 5.2 Customer Telephone Inquiries This will generally be your first contact with a potential customer. The first impression is a lasting one. Here are some basic processes to follow: A friendly, professional, and enthusiastic voice will help the caller to develop a good feeling about the service and MOLLY MAID All sales related calls are entered into LMS via the LMS script Alternative choice language (referred to as Plinko in MOLLY MAID) should be used to offer estimate or cleaning time options o For example: Ms. Jones we have estimate availability in your area Tuesday or Thursday, which do you prefer? Morning or afternoon? 9a.m. or 11a.m., which do you prefer? o This language allows for simple and quick scheduling that works for the business. It also can be used as a technique to for asking for the sale or estimate Following the initial call procedures allows your business to perform key functions that are crucial for success, they include: Back marketing and follow up to unclosed leads Proper territory check with integrated territory check Forces office to use the proven successful script Integrate with the Rough Pricing Sheet Will provide the office with Call Conversion percentages to assure your business is operating optimally on phone sales 5.3 Internet Request for Service Many prospective customers will go to the MOLLYMAID.com website and fill out a form requesting an estimate. This form is submitted online and goes to LMS and is emailed. The office can choose to follow up on the Internet Request for Service (commonly referred to as Internet Leads) or the office can outsource the follow up to a call center. There MUST be a consistent strategy to properly follow up. If the below strategy cannot be followed, the office should consider outsourcing the follow up to a call center. Follow up is as follows: 1 st contact (phone) immediately, within 5 minutes, leave message 2 nd contact (LMS email follow up template), immediately after 1 st call Page 16 Proprietary and Confidential Information
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