by Stephen Christopher

4 ways to increase CSR booking rates in a turbulent economy

3 min read

You’re probably starting to hear this theme about training CSRs more and more. The leads are still there. Phone calls are still there. Phone call volume isn’t dropping a significant number, but conversion rates are.  

That tells us that one of the most valuable places to put time and energy right now is up training your CSRs. The way they were able to convert last year is very different than now. 

Right now is a great opportunity to continue to train your CSRs to the next level. That next level of building rapport over the phone, communicating intelligently about price and getting them to book and confirm can make the world of difference in this weird economy. 

A good CSR can talk to somebody for a few extra minutes, building rapport and trust. They’re explaining why they don’t give prices over the phone and why the customer might want to be concerned if they are getting quotes over the phone. 

A great CSR is going to give a customer tips on what to look for- and by all means, go call those three more companies. But then they’re going to call the customer back tomorrow at 10AM to see how those calls went. That’s the next level. 

People are still having to spend money on the systems and maintenance in their home, they just want to feel like they’re getting a good deal and more than ever, can trust you

Can’t get a yes unless you ask

A lot of home service owners have been rigid, for example, not doing any free estimates. With the economy the way it is right now, how about trying dipping your toe in the water? Do some free estimates and see what happens. You won’t know until you try. 

We all want to do business with the person we gravitate towards, whether we like them, relate to them or feel like we can trust them. We’ve all talked to someone in the past that we felt like we could do business with because they were going to do the right thing. A lot of times this tips the scale more than price. The customer thinks they’re price conscious until they find the right connection and it feels right.  

Confident CSRs lead to higher booking rates

Having a CSR knowledgeable enough to be comfortable asking the question to a customer, “why aren’t you booking with us today? Can you let me know for training purposes?” can be really powerful. 

How many of your CSRs are calling people back the next day? Customers will push back with “let me talk to my spouse” or “let me think about it”. The answer can be; “Okay, I’ll call you back tomorrow.” The customer won’t expect a call back, but when they get one, it could equate to an additional booking for you. 

Have your CSRs keep lists of customers to call back the next day. You might not get them on this round. But you might get them on the next round of service. It’s the little things that add up!

1. Build rapport and trust. This is essential for any sales conversation. Your CSRs should be able to connect with customers on a personal level and make them feel comfortable.

2. Explain your pricing clearly. You don’t have to give prices over the phone, but be prepared to answer any questions customers have about your fees.

3. Offer free estimates. This is a great way to show customers that you’re confident in your services and that you’re willing to work with them to find a solution that fits their budget.

4. Follow up with customers the next day. This shows that you’re interested in their business and that you’re willing to go the extra mile.

To your growth,


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