Episode 170 - In this episode, Margaret Garcia, president of Grit PPO, joins Dan and Donnie to share her expertise in pest control customer service. She covers how to take control of a phone call, the importance of tone, words to avoid, what to say instead, why call scripts work and more.

Guest: Margaret Garcia, President, Grit PPO

Hosts:
Dan Gordon, PCO Bookkeepers & M&A Specialists
Donnie Shelton, Triangle Home Services

#pmpindustryinsiders #businessadvice #lawncarebusinesssuccess #pestcontrol #businesscoach #entrepreneur #homeservices #lawncare #podcast #smallbusiness #phonesales #customerservice

In this episode, we discuss:
-How the title of this episode reminds Donnie of the Black Sheep song "The Choice Is Yours"
-Margaret's background and how she came to found Grit PPO (pest process outsourcing)
-What is call flow (introduction, collect/confirm demographics, ask probing questions, present a need-based solution, closing) and why it's important
-Two crucial times in pest control customer service
-The problem with "How can I help you?" and how to take control of the call
-"Brain food" words and the difference between "I'm sorry" and "I apologize"
-The five forbidden phrases in customer service
-More words to replace in your vocabulary
-The power of call scripts and practice