What is the job of a dispatcher? Most contractors would say “to fill the board!”
But that’s not it…
The REAL job of a dispatcher is to MAXIMIZE REVENUE. Sometimes it requires rescheduling people. It requires being able to handle upset customers. But a dispatcher has to be trained in using the opportunities a company has to MAXIMIZE REVENUE.
One way to ensure a Dispatcher can do that is by using Power Selling Pros’ Urgency List. It’s a persuasive tool that encourages customers to book with you even if you can’t get there right away:
“Mr. Jones, what I’d like to do is put you on today’s urgency list. The urgency list gives you faster service. When a Technician finishes early in your area, or another customer reschedules,we move you into the next available time slot. Now, in order to get you on the urgency list, I do need to put you on the schedule. May I book [AVAILABLE APPOINTMENT] in order to get you on the schedule?”
Doing this appeals to both the customer’s driving emotion and their sense of logic. It gives them a clear way to justify booking with you over someone else.
When MAXIMIZING REVENUE, a Dispatcher also needs to determine which Techs get which jobs.
“But won’t that lead to favoritism?” you might wonder. The answer is, yes. Your company should absolutely play favorites based on performance.
Don’t get us wrong: you should never play favorites based on friendships, personality or raw talent. Only on RESULTS. That means any Technician has just as much opportunity as the next guy to get great jobs.
Another tip for MAXIMIZING REVENUE: only give your Technicians one job at a time. Create a fair incentive structure for them, communicate WHY MAXIMIZING REVENUE is so important and book every call. Every call.
-The LIP Service Crew