Hey there!
Sorry to keep you all waiting - FOREVER! It's about time we wrapped up answering these questions, right?! Let's get to it!
What are the top 5 questions asked by cleaners looking into your services?
Those who are interested want to know: How much will it cost? How well can we book jobs? What are the business hours? How do we handle marketing calls? How do we handle the customers who want to speak to the owner?.....oh, do you want the answers too? Guess you’ll have to call us! (888) 638-1315
How many employees do you have answering the phones now? And how many calls per day can each employee handle on average?
We currently have a fantastic staff of 7 customer service representatives. To qualify for a job with Full Circle, you have to have a love for customer service and helping others - that's why working with us can be so addictive! Who wouldn't enjoy working with a group of happy and helpful people who genuinely want to make your life easier? The average calls in a day vary throughout the year. There are moments when a rep may take about 70-100 calls a day and we have had moments of 200+ calls during a day.
Have any men ever applied for the job?
Of course! CTI is a great place to work. The majority of applicants for any customer service job tend to be women though. When will we have our first Full Circle Guy? We shall see
How long does it take for all the girls to really learn an area for a new client’s routing purposes?
That would depend on the actual service area and how many calls we are taking for the new client. If they have a heavy call volume right off the bat, then we will have it down in a few weeks.
Do you prefer to handle all the calls for a company, obviously it means more $ for you but does it make it easier to stay on top of the routes?
Handling your calls full time is great but in any situation, Communication, communication, communication - That is the answer. If we are able to communicate well with you and/your employees, handling your schedule full-time or part-time is smooth sailing.
Regardless of how often you forward, booking and routing your jobs are not a problem for us. When your company's profile is set up, we make sure we have all the details we need to properly handle your calls so we ask that you are as detailed as possible. Problems and frustrations occur quickly if we are completely left out of the loop. Our CSR's have had to pleasantly handle a variety of issues with calls because we were not updated on a technician's delay, a new special that the company ran but didn't mention to Full Circle, a job they committed to but didn't put it on their schedule, and the list can go on.
It's all about teamwork! We want to be on your team, whether we are your 1st string or your 2nd - success is found when we work together.
Lupe is my personal manager, how many others does she “manage”? And is that the average per girl?
The client list can vary based on various factors but a CSR will usually manage 15-20 accounts.
Does being called a girl offend you?
Is being a girl a negative thing? Absolutely not! It sounds like a powerful word to me. LIKE! But I can't speak for everyone. We'll let you know if it's ever a problem.
What could Service Monster do to make your life easier?
Service Monster has been a fan favorite around here without a doubt. It is so easy to use and has a long list of features that make our job a breeze. But we do have a few dreams of our own when it comes to making scheduling easier. Our dream monster would be able to recognize when you are about to schedule a job in a time slot that is too far away from the job right before or after it and give us a warning so we can double check the drive time for our techs. Or how about a feature that will automatically send out a confirmation email when the job is booked and give the user the ability to turn this feature on or off. Our biggest dream, which I know will someday come true, is to be able to log in to
Service Monster at the start of our shift, and quickly select which company we are scheduling for all day long with just a click, instead of signing in and out of hundreds of accounts throughout the day.
By the way, we are all looking forward to the newest update! The drag and drop features looks great and being able to quickly manipulate options on the schedule with just a few clicks sounds good! I know the updates will make scheduling even easier for us!
-What could your clients do?
This is a repeat answer from one of the questions above, Communication is the key. The more information we have the better we schedule! We rely on our clients to keep us in the know.
If you are running behind schedule, your customers need to know as soon as you do. Ask one of us to call your other appointments to let them know you are running behind and when they can expect you. Your clients will appreciate you are still thinking of them, even though you are late. If a deal is running, give us the details in advance so that we can be prepared. If there was a problem at a job, let us know so that we don’t get a surprise reaction when your CSR makes a quality check call and is "reminded" that they were ticked off about the way things turned out.
We are customer service experts. So when we are in a bind because we were uninformed, we will handle the situation professionally. But your customers deserve the highest quality of service so let everyone on your team be in the know
On average how long does it take to book a repeat and a new customer?
Repeat customers are simple. They know what they want and they usually have a date in mind. These can be as little as 2+ minutes considering we still verify that their information is up to date. New customers can range from 3-6 minutes depending on the company’s personalized profile and the details needed to close the deal.
Has Clint considered branching out to other services that run routes?
Yes we have. There really are other services out there that could benefit from quality scheduling and reception offered by Full Circle. We already do have some clients that are in the cleaning industry but do not have a primary focus on carpet. Things have worked very well so we would be willing to look at other types of services with similar scheduling needs.
Do you have clients that have less than stellar repeat rate? Do you know they are bad/lazy cleaners and or have not so people pleasing personalities yet you still have to sell them as the best in town?-
Hey, we don't judge. Every company is unique in their own way. It's our job to provide excellent customer service and fill our client's schedules. What happens after the job is booked is up to them who cares!
Do you cringe when their phone rings?
That depends on who you're asking
But all of our reps have great attitudes and strong customer service skills so they are up to a challenge if needed.
Have you ever “fired” a company?
Is that a challenge? hey now
Are you at liberty to tell an owner when one of their employees is a f*uck up?
Here's my question - Wouldn't you want to know? We want to be not only your voice to your customers, but also your ears to hear what your customers have to say. So yes, we will give you feedback in a very tactful and professional way.
What would you say is the most important feature on a cleaner’s website to gain them new customers?
That depends on who you want to market to. If your target market is quality: PICTURES!!!! People love to see before and after pictures or even videos of how their areas will be cleaned, especially if it’s something other than steam cleaning. If your goal is to reach out to customers who value the best price, then provide some kind of idea of the cost or a special on a website to lead a prospect to making that call.
How many trucks does your largest company run on a full time basis?
Our largest has 6-7 trucks running full time. If someone wishes to top them, be our guest LIKE!
Yelp and Kudzu, are there other reviews sites as effective as those two?
We see great results from review sites! We have clients who are exceptional in meeting their customer's needs with quality and service and their Yelp and Kudzu leads show it! I wouldn't say it's for everyone because on the flip side, if you haven't dedicated yourself to quality service on the job, Yelp or Kudzu will hurt you more than help. Another site that we've seen work for some is Angie's List.
- Have you ever had a home owner successfully hit on one of the girls?
That's a strange way to end this Barbara Walter's Interview but ok - The keyword here is "successfully." And the answer is no who cares!
Thanks for all the questions and taking the time to get to know more about us! Usually we are the ones with all of the questions so it was fun being on the other side for a change hey now If you have more questions or are just ready to say YES! and join the Full Circle Business Support Team - give us a call! We'd love to hear from you!
Cindy
Full Circle
888.638-1315
support@fullcirclemember.com
