WEEK 3

Foot on the Gas

Transform Telephone Calls Into Paying Clients

Foot on the Gas:
Transform Telephone Calls Into Paying Clients

This week’s homework assignment:

  1. Watch week #3 video
  2. Download the “Initial Intake Phone Script”
  3. Download the “Scheduling Appointments Phone Script”
    Both of these are in the “Easy Template Library” in Section 4
  4. Start using these immediately to answer your phones and schedule appointments

Optional:

  • 24/7 – Live Answering Phone Service – contact mapcommunications.com at 888-252-6555 and give them the “Initial Intake Phone Script” tell them you’re a Roz Strategies Member and they’ll know what to do!

28 Comments

  1. Michael, I can implement the scripts but my phone is not ringing yet. I have sent out letters to my existing clients as instructed on the week 1 video. What else can I do to make the phone ring?

    Reply
  2. When you ask them what credit card they want to use to reserve appointment, are you running the credit card at the time of appointment? If so, how much? Or do you wait to see if they don’t show and then run a no-show fee?

    Reply
  3. Jose – Thanks for your comment! Other things you could be doing right now to get the phone to ring is to start your referral marketing campaign to CPAs/EAs, unenrolled preparers, BK attorneys and Realtors. You should also implement the strategies discussed in training video #2 regarding the social media initiatives I discussed. Put your existing clients, leads and preferred referral sources/partners on your mailed Tax Resolution Times Newsletter list.

    Reply
  4. Sherri – Thanks for commenting! The credit card is not run when you obtain it. It’s merely a “placeholder” to reserve their time with you. Be sure to let prospects know they need to cancel 24 hours in advance to avoid having their card charged for a no-show appointment. Depending on the situation I was flexible here. I would give them another opportunity to re-schedule. If they didn’t show and didn’t call to reschedule I generally charged $300 for the no-show appointment. The point of this strategy is to get them to show-up and not to charge their card.

    Reply
  5. Thankyou… Great info I have a question do you suggest having one designated phone number like a 800 number for tax resolution. I currently give my office and cell number which I thought a local number would be better. I just started the answering service which is great but I have tax clients and others that would not want to go through the script. Seems like a specific number for all the advertising I am doing would be better.
    Thank you
    Gina Mewes

    Reply
    • Gina – A dedicated/unique phone number (different from your regular office number) would be best to use for marketing for tax resolution. I also just received your letters and marketing materials that you mailed out to your database. These look Great! Excellent job! Keep the momentum going!

      Reply
  6. Will defineately implement both scripts . Thank you so muvh for this training!!! Donna Henderfon

    Reply
    • Donna,

      These phone scripts will bake a big difference in only seeing and talking to qualified prospects. It gets rid of all the tire-kickers and looky loos!

      Reply
  7. Hi Michael. Can you tell me the approx cost for the 24 hr phone answering service? Thanks

    Reply
      • When we ask for their credit card to reserve the appointment, do we charge it at that time? If so, how much?

        If no, when and how much?

  8. Michael or Sue or Becky,

    I am contemplating mapcommunications. I understand everything you stated. What happens, though, when a client already secured would call after hours and be forwarded to mapcommunications? Or is that a question I should pose to mapcommunications? Thanks!

    Reply
    • Map will forward an email with answers to the 5 questions per my call/intake script.

      Reply
  9. Michael,

    Once Map Communications has taken the prospect through the Initial Intake Script provided, will they also schedule an appointment if needed, or is that something I would need to do upon following up with that prospect?

    Thanks,
    Bobby

    Reply
    • NO! Your office should schedule the appointment

      Reply
    • How is it working so far?

      Reply
  10. Michael, I have a small firm and am the only employee. I plan on using MAP Communications as you suggested. Is your recommendation that that they answer 100% of the initial calls with the Phone intake script with the follow-up email, or should I answer when available, and only forward to them when not available?

    Reply
  11. It’s important that you, or a team member, answer the phones LIVE during normal business hours. Use MAP or DingaLing (another answering service provider) from 5pm to 8am, weekends and holidays.

    Reply
  12. Map Communication offers a 1 800 number, I already have a 800 number for people to call for the specialized report. Can I use Map Communication number for the specialized report?

    Reply
    • MAP is best used for callers responding to a direct response marketing campaign, like Radio or Google Adwords.
      The number you have for someone to get your special report (this is lead generation) should be a recording in your voice for people to leave their mailing address. You can specify an extension number or another line that comes into your office. These calls are not answered live.

      Reply
  13. Michael this is great! I called MAP and I am getting set up. I used to have a janitorial business when I was young and I got a lot of business because I had a live real person answering service. We handled complaints more quickly too. It kept my customers happy.
    I am definitely a long term member and I will continue with the $495 monthly fee. See you in New Orleans.

    Reply
    • Phillip, Glad MAP is helping out!

      Reply
  14. Hi Michael,

    I use calendy to make get appointments. Not all appointments are made there esp when the prospect calls my office line. They also have a service that allows a credit card be added to teh appointment. Calendy charges ($17/month) for such an integration. Do you think it’s worth it or should I hold off until I am furtther along on in marketing?

    As for the after-hours answering service, do you recommend starting that right away or when there is an uptick in calls or appointments? I have implemented pretty much everything you’ve said in weeks 1 & 2.

    Thanks!

    Reply
  15. I personally would not use a software that allows people to schedule appointments The goal here is for people to call you. This call must be answered LIVE by you, or a team member, during office hours. I would also hold off on the overnight/weekends/holidays answering service until your marketing activity and volume will support such a service. You won;t need this until you start investing in paid online search and/or radio advertising.

    Reply
    • Thanks for your insight, Michael!

      I have had the calendy thing for some time now. What I have done is to add the payment integration for a few dollars more than I was paying. With that, I have two options: a 20 minute free consult which I am offering to folks that come thru my postcard/google follow up campaign. I have a few lead magnets, including an offer for a free consult in exchange for their contact details. We will then run follow up campaigns for those we capture via the funnel.

      I also have another have another appointment option that requires a credit card HOLD to book a 45-minute session. Ths option allows the prospect to chat with me and have that fee applied to future service is engaged or as a consultation fee if I am not engaged.

      I signed up with MAP communications but they will not start billing me until I start getting calls. The calls will start coming in once my post card mail campaign gets underway by the begining of August. This has been in the pipeline before I purchased your course. We will start with postcards to 1000 leads obtained from IRS ALS database (ending June 30, 2020). The 1,000 leads will be in NYC/NYS (or, at worst, the Tri-state area). My vendor will also find those same prospects online via google, facebook and Instagram follow-up (banner) ads. Interested prospects will be sent to my landing page where I have my special report, a video and free consult as lead magnets to get them to at least provide their contact details so we may follow with a series of 6 emails via a drip campaign.

      Please provide any feedback.

      Thanks.

      Reply
  16. Awesome! Good luck with the campaign and let us know about your progress!

    Reply
    • Thanks will do. I have a great feeling about it…

      Reply

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