Eric Waynick is a serial entrepreneur whose most recent endeavor is a tree care business. After much research, he decided on a Monster Tree Service franchise and opened his doors to the South Charlotte community in late 2018. Based on years of business experience, he knew that he needed to provide exceptional customer service to succeed in this highly competitive segment of the green industry.
As part of his education process, he attended the TCIA National Expo to learn more about how to make his new green industry business thrive. The Monster franchise provides a structure for services and products, but implementation of the model is left to individual owners.
Waynick knew that he could short-cut the implementation and operational setup time by implementing some automation and hiring the right expertise. That’s when he decided to call on the Pink Callers team that he met at TCIA.
“First impressions matter, and the initial interaction that a potential client has with my business, whether by phone or email, has to be exceptional,” Waynick said. “I have seen the importance of customer service in every aspect of my career, and Pink Callers helps me ensure that my clients receive a professional, courteous, and helpful first impression.”
He was impressed by the team’s deep understanding of the tree care business. He could see the efficiencies created by their processes for scheduling, lead management, and more. Pink Callers helped him solidify the business side of the house by helping to automate these processes through the implementation of SingleOps, a web-based software platform for managing green industry businesses.
When Waynick signed on with Pink Callers, it was the first time he entrusted customer service to an external service. The approach has paid off.
“I needed to have a lot of confidence to entrust my customer service to Pink Callers. But I haven’t looked back,” Waynick said. “Their focus on quality and customer service has shown they are concerned as we are.”
Waynick knows it is working because customers routinely compliment him on his professional approach to customer service. Phones are always answered by a pleasant professional who can address most needs during the first call. Customers get confirmations and reminders on the day of service.
The service also lets him get the most from leads generated by sites like Angie’s List and Home Advisor. Pink Callers handles these immediately and has a process for follow up. The result is a higher than average percentage of leads that turn into estimates.
Estimates are scheduled without needing his attention. Daily schedules are provided. Reports that help him monitor his business are provided. Working closely with his Pink Caller-Kristie, he feels he gets everything he needs to keep his business running smoothly plus ideas that help it to grow.
Pink Callers has identified opportunities and taken them on, says Waynick. The team helped him set up Single Ops in an optimal way for his business. His Pink Caller, Kristie, has taken over 811 requests for utility marks, ensuring that they happen quickly so no job gets held up.
He is also tapping into the power of word of mouth with a follow up process developed by Pink Callers. A thank you email goes to every customer with details on how to write a review. The same email encourages anyone who is not completely satisfied to contact him directly.
“This process is generating a lot of ratings,” Waynick said. “One-third of our business is already referrals and word of mouth.”
Overall, he believes that much of the success of his business is due to great communication with customers, from initial call through job completion and beyond. The Pink Callers team has proven to be an invaluable asset in making that happen.