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Office Works Archives
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2008 Officeworks Calendar
If you have ever wanted to receive more training and fast track your customer service and/or dispatching skills, but did not have the resources or the time to attend a training seminar, this could be your chance to create quantum leap results, secure your job, and earn more money. Be sure to watch our calendar for your favorite subjects and feel free to contact us at any time if you have a suggestion for a subject not listed. You can email me directly at julie@contractorselling.com with suggestions . . . keep reading
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Office Works: Setting Up Profitable Maintenance Calls
By Julie and Joe Crisara
In this segment of Office Works TV we cover how CSR's and Dispatchers can set up maintenance calls that can be more profitable. We go over the importance of the maintenance program, how to best set up and schedule these calls as well as evaluating whether your techs are being effective in their approach. . . . keep reading
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Office Works: How To Manage Unprofitable Customers
By Julie and Joe Crisara
In this segment of Office Works TV we explore how to manage the unprofitable customer. Is the customer always right? Not hardly. In this segment we profile certain types of customers and take you through a process to help you determine whether you can save them or if you should divest from them. . . . keep reading
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Creating Leads & Opportunity Thru Ticket Analysis
By Julie and Joe Crisara
In this segment of Office Works TV we examine the invoice turn in and paperwork flow through process. Specifically we cover the many opportunities to create a more functional outcome to service and sales opportunities. We cover how to save lost revenue and profit as well as how to trade repairs towards installations after the service call is complete . . . keep reading
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VIDEO: SPECIAL EVENT - Pre-Qualifying Sales Opportunities
By Joe Crisara, Julie Crisara & Rick Picard
Watch this "Special Event" called Pre-Qualifying Sales Opportunities. In this video we combine the expertise of "Office Works" expert Julie Crisara with the powerfully functional $5.5 million dollar sales person Rick Picard with Joe Crisara as the moderator. Watch and learn how to "Tee It Up" for your sales team . . . keep reading
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VIDEO: The Science Of Building Scripts - Part 1
By Julie & Joe Crisara
This is PART 1 of an Office Works video featuring Julie and Joe sharing the 12 Laws of Persuasion and how they apply to a CSR. They go over each law of persuasion and touch base a little bit about their application. These priciples can make the difference between being an effective member of the customer service team or just another victim of an angry customer. Watch and enjoy . . . keep reading
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VIDEO: The Science Of Building Scripts - Part 2
By Julie & Joe Crisara
In PART 2 of this Office Works video Julie and Joe go over how to apply the science of persuasion in your main script when answering the telephone. They go over the script on a line-by-line basis and examine how each turn of phrase can be critical in your customers decision whether to use your company or not . . . keep reading
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VIDEO: The Language Of Dispatch
By Julie & Joe Crisara
In this segment of Office Works featured on ContractorSelling TV we discuss the imprtance of using the language that dispatchers commonly use to communicate more effectively with techs and sales people. We also cover the importance of following the principles behind why this system works . . . keep reading
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VIDEO: Zero Tolerance For Turndown - Part 1
By Julie & Joe Crisara
This video is part one of a 2 part series on implementing an "Zero Tolerance" policy for turndown on service calls. This is powerful moment that can really help the success of your service team. A zero tolerance for losing customers policy creates the expectation that we will not lose jobs. Also we need to understand that this does not mean lowering your price to get the work. . . . keep reading
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VIDEO: Zero Tolerance For Turndown - Part 2
By Julie & Joe Crisara
This video is the second part of a 2 part series on implementing an "Zero Tolerance" policy for turndown on service calls. This is powerful moment that can really help the success of your service team. A zero tolerance for losing customers policy creates the expectation that we will not lose jobs. Also we need to understand that this does not mean lowering your price to get the work. . . . keep reading
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VIDEO: Office Works TV - Getting a Referral Flood
By Julie and Joe Crisara
This segment of Office Works TV was broadcast LIVE via streaming TV. In this segment we talk about how it is everybody's job in the company to get customers to give you referrals. We discuss the difference between getting lucky with word of mouth and referral systems. This may be the most important marketing video you will ever watch. . . . keep reading
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VIDEO: Office Works TV - Dispatch The Perfect Storm
By Julie and Joe Crisara
This segment of Office Works TV was broadcast LIVE via streaming TV. In this segment we talk about the dispatchers role in communicating with everyone in the company. In the Perfect Storm, which is the fatal triangle that happens when the right information must be given to customers, techs, sales people and the owners, the dispatcher mus be careful to give the right info at the right time. . . . keep reading
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VIDEO: Office Works TV - A Profitable Staffing Strategy
By Julie and Joe Crisara
This segment of Office Works TV was broadcast LIVE via streaming TV. In this segment we talk about the different strategies to add people to create production or to cut people to lower overhead in all areas of a contracting business, internally in the office and also in the field. More importantly WHEN to implement this plan and how it affects your profit. Learn how help your employees create value to your organization by having your staffing strategy ready to implement at a moments notice so they can help you stay busy and be productive year round. . . . keep reading
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VIDEO: Office Works TV - Persuasive Questioning Skills
By Julie and Joe Crisara
This segment of Office Works TV was broadcast LIVE via streaming TV. In this segment we go over how persuade customers, employees, bosses and co-workers to accept your ideas in a way that makes them feel that your idea was actually THEIR idea. If you have a challenge in getting people aligned with your ideas this will help you tremendously. Learn how to persuade others who don't want to be persuaded and get your work and your ideas noticed by those who count, while creating a positive change for everyone. . . . keep reading
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VIDEO: Office Works TV - Create a Dispatch Disaster Plan
By Joe & Julie Crisara
This segment of Office Works TV was broadcast LIVE via streaming TV. In this segment we go over how creating a emergency "disaster plan" for your internal people can help to make decisions easy during times of crisis. Are you prepared for ALL emergencies big and small in your business? Learn how to create a disaster plan that wil guide you and provide the information you need when you need it the most. Submit to us a disaster you would like to have planned out for your company, or one that is currently in place at your company and we will include it in our upcoming E-Book: 911 Planning for Disaster which will be available to all members. . . . keep reading
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VIDEO: Office Works TV - Becoming An Icon Via Charity
By Joe & Julie Crisara
This segment of Office Works TV was broadcast LIVE via streaming TV in Southern California. In this segment we go over how to create brand awareness, enhance your overall company awareness, create customer loyalty, community goodwill and support, and gain a competitive edge in recruiting and retaining employees through corporate social responsibility. Learn how to create a mission that lets you and your employees "walk the walk" and begin to leave your legacy of your premium contracting company. . . . keep reading
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DOWNLOAD: The Charitable Corporate Citizen
By Julie Crisara
This special report is a result of our Office Works TV national office meeting held on January 9th, 2008. The meeting was titled, "Becoming An Icon In Your Community." We decided that the information we discussed that day was so life changing and powerful that it merited further documentation. After much hard work and research on the subject this special report became the result. We hope you use this information to connect to the greater mission of corporate social responsibility and leaving your own legacy. We know that it has left us considering our own place in this world and the footprint we would like to leave behind. . . . keep reading
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VIDEO: Office Works - Set Goals For The New Year
By Julie & Joe Crisara
This segment of Office Works TV was broadcast LIVE via streaming TV in Southern California. In this segment we go over how important it is to set your goals in both your professional and personal life by starting out with finding your passion in live using the DO, BE, HAVE method developed by Jack Canfield and modified by us using our Life Balance Sheet. Watch and learn how to organize your thoughts into different unique segments to help keep you on track all year long. . . . keep reading
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VIDEO: Office Works - Avoid Email & Text Message Disasters
By Julie Crisara
This segment of the Office Works was broadcast via LIVE streaming TV in Southern California. In this segment we go over the differences between email, phone, and face-to-face communications and how and when email and text communications are appropriate. Although email and text have come a long way since their inauguration into the business world, this method of communication has also been know to create a few company crisis if certain professional standards are left unspoken. . . . keep reading
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VIDEO: Office Works - Top 10 Customer Service Mistakes
By Julie & Joe Crisara
This segment of the Office Works was broadcast via LIVE streaming TV in Southern California. Can you afford to make mistakes with your customer service? The difference can be as plain as whether or not your business will still be here next year. In short, you cannot make mistakes that commonly happen over and over that repel customers. Instead your employees must learn how to create customer service that gets talked about while becoming responsible for you gaining market share. . . . keep reading
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AUDIO: OFFICE WORKS 14 - Prioritizing Sales Leads
Julie Crisara
This is an audio replay of our CSR & Dispatch training radio show called Office Works. This segment is called "Prioritizing sales leads to put your sales people on the best opportunity." This step is important in creating trust with sales people that you have chosen the best lead for them. Now as a valued member you have exlusive access to the audio replay. This is a great way to train a new Dispatcher . . . keep reading
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AUDIO: OFFICE WORKS 15 - New CSR Training Day One
Julie Crisara
This is an audio replay of our CSR & Dispatch training radio show called Office Works. This segment is part one in a series of five audios that will take new or existing CSR's through a full training program that will outline their responsibilities. Now as a valued member you have exlusive access to the audio replay. This is a great way to train a new CSR or Dispatcher . . . keep reading
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AUDIO: OFFICE WORKS 13 - Qualifying Sales Leads
Julie Crisara
This is an audio replay of our CSR & Dispatch training radio show called Office Works. This segment is called "Qualifying sales opportunities to find serious buyers." This step is important in prioritizing opportunities for sales people. Now as a valued member you have exlusive access to the audio replay. This is a great way to train a new CSR or Dispatcher . . . keep reading
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AUDIO: OFFICE WORKS 9 - Grass Roots Marketing for the CSR - Part 2
Julie Crisara
This is an audio replay of our CSR & Dispatch training radio show called Office Works. This segment is called a Grass Roots Marketing for the CSR Part 2. Now as a valued member you have exlusive access to the audio replay. This is a great way to train a new CSR or Dispatcher on your vision of success . . . keep reading
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AUDIO: OFFICE WORKS 8 - Grass Roots Marketing for the CSR - Part 1
Julie Crisara
This is an audio replay of our CSR & Dispatch training radio show called Office Works. This segment is called a Grass Roots Marketing for the CSR. Now as a valued member you have exlusive access to the audio replay. This is a great way to train a new CSR or Dispatcher on your vision of success . . . keep reading
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AUDIO: OFFICE WORKS 7 - Dispatcher's Guide to Prioritizing Calls
Julie Crisara
This is an audio replay of our CSR & Dispatch training radio show called Office Works. This segment is called a Dispatcher's Guide to Prioritizing Calls. Now as a valued member you have exlusive access to the audio replay. This is a great way to train a new CSR or Dispatcher on your vision of success . . . keep reading
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AUDIO: OFFICE WORKS 6 - The 15 Golden Rules Of Dispatch PART 4
Julie Crisara
This is an audio replay of our CSR & Dispatch training radio show called Office Works. This segment is part two in our series on the 15 Golden Rules Of Dispatch. Now as a valued member you have exlusive access to the audio replay. This is a great way to train a new CSR or Dispatcher on your vision of success . . . keep reading
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AUDIO: OFFICE WORKS 4 - The 15 Golden Rules Of Dispatch PART 2
Julie Crisara
This is an audio replay of our CSR & Dispatch training radio show called Office Works. This is part rwo in our series on The 15 Golden Rules Of Dispatch. Now as a valued member you have exlusive access to the audio replay. This is a great way to train a new CSR or Dispatcher on your vision of success . . . keep reading
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AUDIO: OFFICE WORKS 2 - HANDLING DISGRUNTLED CUSTOMERS
Julie Crisara
This is an audio replay of our CSR & Dispatch training radio show called Office Works. This is segment goes over how to handle disgruntled customers. Now as a valued member you have exlusive access to the audio replay. This is a great way to train a new CSR or Dispatcher on your vision of success . . . keep reading
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AUDIO: OFFICE WORKS 1 - CSR-DISPATCH SYSTEM OVERVIEW
Julie Crisara
This is an audio replay of our first CSR & Dispatch radio show called Office Works. This show had over 1200 listeners as we announced the show only to our list. Now as a valued member you have exlusive access to the audio replay. This is a great way to train a new CSR or Dispatcher on your vision of success . . . keep reading
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DOWNLOAD: 15 Golden Rules Of Dispatching
The Dispatcher's Golden Rules are the fundamental basis on which the Dispatcher's Job Description Contract is based. On the following pages, we will go over each golden rule to try to explain why these rules are important. Keep in mind that there are other rules to be followed as well. The Golden Rules are just job priorities that must be met by the Dispatcher day in and day out. These rules must be reviewed and used by the Dispatcher daily. . . . keep reading
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