1. Kenny Littlefield & Dianna Worthington with Mr. Rooter LLC SIX PROVEN TACTICS TO GENERATE LEADS AND INCREASE REVENUE

2. 3 PROVEN TACTICS TO GENERATE LEADS

3. 3 Tactics to Generate Leads Consumer Website Pay Per Click Advertising Review Management

4. Consumer Website

5. What does that look like for you? Direct contact to you Provide relevant content Responsive design

9. PPC

10. Paid Organic Local Listings

11. 3 Ways to Run Successful PPC Use an expert Tracking calls and forms Cost per contact

12. Always, always, ALWAYS drill down to cost per contact

13. Review Management

15. Things To Remember No pay/incentives No family members Must be actual customer

16. “[A] one star increase in Yelp rating leads to a 5-9% increase in revenue” -Michael Luca, Harvard Business School

17. 3 PROVEN TACTICS TO INCREASE REVENUE

18. 3 TACTICS TO INCREASE REVENUE CSR TECH CUSTOMER CONVERSION COMPLETION CARE

19. CSR CONVERSION: DO YOU KNOW THE NUMBERS?

20. CSR receives 100 service calls 70% Close Rate = 70 booked calls 75% Technician Close Rate = 53 jobs Average call: $400 Monthly Gross Revenue: $21,200 Monthly Numbers

21. IMPROVED CSR CALL CAPTURE CSR receives 100 service calls 90% Close Rate = 90 booked calls 75% Technician Close Rate = 68 jobs Average call: $400 Monthly Gross Revenue: $27,200 (AT 70% Close Rate: Monthly Gross Revenue: $21,200 Increase in Revenue: $6,000 Annual Increase in Revenue: $72,000

22. HOW TO IMPROVE CALL CAPTURE Understand Your Customer Solve their problems Explain how you do business Make a good first Impression

23. Methods of Communication

24. Listen to Recorded Calls

25. Lifetime Value Model Job Ave = $400 7 years @ 3 jobs = $1,200.00 Customer will refer 2 customers = $2,400.00 Those 2 refer 2 = $4,800.00 Those 2 refer 2 = $9,600.00 Total = $18,000.00

26. Lifetime Value Model Total = $18,000.00 1 month of call capture at 90%: 20 calls x 18,000 = $360,000.00

27. 3 TACTICS TO INCREASE REVENUE CSR TECH CUSTOMER CONVERSION COMPLETION CARE

28. TECH COMPLETION: DO YOU MEASURE PERFORMANCE?

29. Total Calls Dispatched Close Rate Job Average Goal Revenue Customer Satisfaction KEY PERFORMANCE INDICATORS

30. IMPROVED TECH CLOSE RATE CSR receives 100 service calls 90% Close Rate = 90 booked calls 85% Technician Close Rate = 77 jobs Average call: $400 Monthly Gross Revenue: $30,800

31. IMPROVING TECH CLOSE RATE CSR receives 100 service calls 70% Close Rate = 70 booked calls 75% Technician Close Rate = 53 jobs Average call: $400 Monthly Gross Revenue: $21,200 CSR receives 100 service calls 90% Close Rate = 90 booked calls 85% Technician Close Rate = 77 jobs Average call: $400 Monthly Gross Revenue: $30,800 30,800 – 21,200 = 9,600 monthly increase 9,600 x 12 months = 115,200 annual increase

32. 3 TACTICS TO INCREASE REVENUE CSR TECH CUSTOMER CONVERSION COMPLETION CARE

33. CUSTOMER CARE: DO YOU CARE?

34. IMPROVING CUSTOMER CARE CSR receives 100 service calls 70% Close Rate = 70 booked calls 75% Technician Close Rate = 53 jobs Average call: $400 Monthly Gross Revenue: $21,200 CSR receives 100 service calls 90% Close Rate = 90 booked calls 85% Technician Close Rate = 77 jobs Average call: $520 Monthly Gross Revenue: $40,040 40,040 – 21,200 = $18,840 monthly increase 18,840 x 12 months = $226,080 annual increase

35. Increase marketing spend to make the phone ring Vs. Increased CSR Conversion Increased Tech Completion Increased Customer Care Do the Math: Savings and Profitability CONSISTENCY

36. Kenny Littlefield & Dianna Worthington with Mr. Rooter LLC SIX PROVEN TACTICS TO GENERATE LEADS AND INCREASE REVENUE