CSR & Office
Your corner of the portal — training, how we answer the phones, and how we talk about the consultation fee and estimates.
CSR Training
Your training track lives on the training site — call handling, booking, and the way we take care of customers from the first ring to the follow-up. Keep current on your track and let the office know when you finish a module.
On the phones
Phone greeting essentials
- Answer as Mr. Handyman of South Charlotte — warm, upbeat, and with your name: “Thank you for calling Mr. Handyman of South Charlotte, this is [your name] — how can I help you?”
- Smile before you pick up — callers can hear it.
- Listen first: let the customer finish describing the job before asking questions.
- Confirm the details back — name, address, phone, and the work they need — before you book.
- Every call ends with a clear next step the customer can count on.
The $88 consultation fee — explained
When we send a technician out for an estimate-only visit, there's an $88 consultation fee for the visit and the written estimate.
The fee is waived only when the work goes forward and starts the same day — if the customer says yes and we get started on that visit, they don't pay the $88.
Say it with the value first: the visit, the know-how, and a flat price they can count on — then the fee, and how it goes away when the work starts today.
The ballpark rule
We don't give ballparks on the phone — a real flat price comes from the technician's estimate, built from the pricebook once they've seen the job.
A range is used only as a final objection — when the customer is about to walk away without booking. Then, and only then:
- $200 — a small job
- $750 — about a half day
- $1,500 — about a full day
Always make clear the technician confirms the flat price on site before any work starts.