How to answer the phone (Live Training at Augusta Lawn Care)

Always listen for subtle clues about additional services a customer might need, even if they initially only ask for one (e.g., weeding or mulching when they mention mowing).

Pre-frame the entire service process early in the call, clearly outlining next steps (e.g., getting a quote for mowing, then scheduling an estimator for weeding) to keep the customer engaged and informed.

Actively engage customers with questions about other potential needs (e.g., 'would you like him to give you an optional line item to add mulch to the beds?') to open doors for upsells and increase annual customer value.

During the call, attempt to secure payment information by offering convenient options, like sending a link to a client portal, to expedite the service acceptance process.

When encountering customers who are selling their homes, recognize their price insensitivity and proactively offer multiple optional upsell services aimed at enhancing curb appeal.

Maintain an upbeat and positive tone throughout the call; this makes customers more comfortable, willing to share information, and receptive to upsells.

Refine the '10 out of 10' question to 'What can we do to make this experience with Augusta Lawn Care a 10 out of 10?' to gather more specific feedback about the entire service, not just the call.