Below you will find the basic script and objections for this position. We don't want you to sound like a robot but we do want you to have the information that you need in order to answer questions and get around that pesky "NO" We have found from years in the service industry that on average a person says no 3 times before they say yes. It is just human nature. So we want you to know exactly what to say in order to keep them on the line and make it to that fourth time where you close the deal. If you have questions or concerns throughout the process get with your hiring manager and they will be happy to help.
Caller: “Name?” Hey! How are you? (Don’t wait for an answer) “It's “your name” an Insurance restoration specialist. We are working with several of your neighbors to get their roofs paid for by their insurance carrier. The state declared the storm a catastrophe and you may be entitled to a roof replacement. What we do is a quick FREE inspection to see if you qualify, will Thursday or Friday work best for you?” (Use days that are at least two days away and if the day you are calling is Friday don’t schedule anything for the weekend)
Caller: “Awesome, I just need to confirm I have your information correct! I have your name as “......” your address as “......” and your phone number as “......”. Is that correct? Perfect, I just need a couple other things; one is your email address. (Wait for it then document it) Excellent, and lastly I just need to know who your insurance carrier is. (Wait for it then document) Great! We are looking forward to checking out your roof. We will see you “Thursday” have a great rest of your day.”
IF THE CUSTOMER NEEDS MORE INFO USE THIS:
Further Explanation: “Yeah! So basically what they’ll do is hop up on the roof, take a look around and see if there’s any bruising from the hail or shingles creased from wind. See, what hail does is leave “bruises” which are soft spots on the shingles. It causes the granules to loosen and erode off exposing the asphalt to the sun. You may have even seen some wash out of your gutters. It can take months or years, but eventually, the sun blisters a hole through the asphalt which will lead to leaks and possibly black mold. The insurance covers it if it’s damaged; if you don’t have any damage, you will be left with a piece of mind that all is well with it. If we do find damage as we have in this area, we will document it and further discuss how we can proceed in getting your insurance provider to give you a settlement. It only takes about 30-45 min to see if your roof qualifies.
(IF the Customer is hesitant): “I totally understand how you feel, you don’t know me or anything about my company and we are total strangers to you.. but what I do know is that this service can be of some extreme value to you and your home. We have been able to help a large number of people in your area save THOUSANDS of dollars in repairs with this FREE service we are offering to you. In fact, a majority of the homeowners in your area felt the same way, but what they found was it was better safe than sorry to get everything checked out just in case they did have damage, as so many of the houses in the area do. The inspection costs nothing but could save you a world of headaches and costly repairs down the road.
MOST COMMON OBJECTIONS:
Customer: “I don’t have any damage.”
Response: “I totally understand, in fact, a lot of people have felt the same way because unlike wind damage which rips shingles off entirely, hail damage is really hard to spot and doesn’t leak for months or years, but what they found was it was better safe than sorry, to go ahead and get it checked. As I said, it’s a free inspection, if we really don’t see any damage that qualifies the replacement, we’re not going to tell you that you need a new roof. We are not going to waste your time nor ours if you do not have damage. So let's go ahead and schedule the inspection and our specialist can answer any additional questions for you about the process. Would Thursday or Friday work better? ”
Customer: “My husband/brother/neighbor already looked at it.”
Response: “I totally understand, in fact, a lot of our customers have said the same thing, but she made me take a look since her significant other really didn’t know what exactly to look for. They were glad they did, because they actually did have evidence of hail damage like a lot of the houses nearby, and we ended up meeting with their insurance company that agreed to pay to replace their whole roof! So, let’s just schedule this free inspection to see if you qualify. Would Thursday or Friday work better?”
Customer: “I’m just going to have my insurance company check it out.”
Response: “Lots of people say that, but actually what we do is a free inspection to see whether or not you even have any damage that would require filing an insurance claim in the first place; that’s why people have us take a look first. You wouldn't want to get the insurance out if you didn't have damage. So we can just schedule an inspection to see if we need to get them involved. Would Thursday or Friday work better?”
Customer: “It will cause my insurance to go up.”
Response: “You may be surprised to find that actually we are very specific to file under what’s called catastrophe dates which makes it illegal for the insurance to raise your rates based on this type of claim. So let's go ahead and schedule the inspection and we can discuss further steps. Would Thursday or Friday work better?”
Customer: “I’ve already had a roofer inspect it.”
Response: “A lot of our customers have said the same thing, but they let us take a look since it’s always good to have a couple of opinions. They were glad they did because they actually did have hail damage like a lot of the houses in the area. We ended up meeting with a majority of these customers' insurance companies who ended up agreeing to pay to replace their whole roof. Unfortunately, a lot of the roofers in the area aren’t willing to go above and beyond to ensure a settlement with the more difficult insurance companies. We are specialists in this field and guarantee A+ customer service and performance. Would Thursday or Friday work better?
Customer: “I have a friend or family member that is a roofer.”
Response: “I get that, in fact, I have a guy that does my house repairs too. Most people have those types of people they use. Thing is we are not roofers per se. We are a storm restoration company. Our specialty is finding damage and negotiating payment for your losses through insurance. Most roofers don’t even do insurance claims because it can be such a headache. So if you like we’ll go ahead and give it a free inspection and then go over your best options. That is if we find damage. Would Thursday or Friday work better?”
Customer: “Are you Insured?”
Response: “That is a great question and you are so smart for being careful. Most companies are in fact not insured and could cost you big time if someone was to get hurt. We are insured to the gill’s though because we do large scale commercial projects as well as insurance restoration work. We would be glad to bring you a copy of our insurance certificate. The fact is we have so much insurance that if we fell and got hurt you would make money off it….haha, so we’ll go ahead and have a look at it and see what we find. Would Thursday or Friday work better?”
Customer: “I Just Closed on The Home”
Response: “Well that is great! Congratulations! Chances are you had an inspector take a look at it before you bought it right? Most of the time those guys don’t have the training to look for hail damage and only look for the more obvious stuff like shingles blown off. We specialize in one field that they don’t train home inspectors for, so we’ll go ahead and have a look at it and inspect for storm damage the home inspector might have missed. So if you like we’ll go ahead and give it a free inspection and then go over your best options. That is if we find damage. Would Thursday or Friday work better?”
Customer: “I Don’t Want to File a Claim”
Response: “ I absolutely understand that we are very specific to file under what’s called catastrophe dates which makes it illegal for the insurance to raise your rates based on this type of claim. Insurance is so expensive, lord knows we can’t have them going up on those already high premiums. Also, did you know insurance companies are allowed to drop you if you have 3 home claims in a one year period? I would never suggest someone file a claim if they had already filed two in the last 12 months. Other than that if it's got damage they owe you for the repair. Hey, that's what we pay for right? Also, they look at it too to confirm what we see and they won’t pay a claim they don’t owe...am I right? So if you like we’ll go ahead and have a look at it first and only get them involved if your roof merits it. Would Thursday or Friday work better?”
Customer: “I Just Switched Insurance Companies”
Response: “Perfect, there is no better time to file. Did you know that since the storm happened while you had the insurance with the other carrier that the claim would be filed on that company and not the one you have now? You get the best of both worlds that way. You don’t make your current insurance company mad for filing a claim and still get that beautiful new roof, so if you like we’ll go ahead and have a look at it and see what we find. Would Thursday or Friday work better?”
Customer: “I Don’t Want to Do Anything During the Virus”
Response: “I totally get that! I'm actually working from home myself to stay safe from this virus. The thing is my company takes the whole matter very seriously and we have developed no meet protocols. We can do everything digitally which saves having to do the 1 on 1 contact. What we can do, to begin with, is just come and inspect for damages. If we find them the inspector will call you and start the next leg of the process over the phone. We just ask that you be home during the inspection for safety reasons. With that said would Thursday or Friday work best for you?
Customer: “I Just Switched Insurance Companies”
Response: “Perfect, there is no better time to file. Did you know that since the storm happened while you had the insurance with the other?
Still a no?
Never take it personally! Leave on a good note.
In this industry, we get a lot of callbacks from people who initially were not interested in an Inspection, but they realized a lot of their neighbors were getting new roofs.
“No problem! Well, we are going to be installing several of your other neighbors so if you change your mind just give us a call and we would be glad to come to check it out. Have a good day!”
COMMON REQUESTED INFO:
68 Stockade Rd Summerville 30747
2611 E 40st Chattanooga TN 37407
176 Thompson Ln #G5 Nashville TN 37211
3102 Loring Rd #110 Kennesaw GA 30152
Georgia General Contractor #: RBCO006611
Tennessee General Contractor #: 74065
Kentucky General Contractor #: 3281
North Georgia Storm Date: 1/11/20 Wind 8/1/19 Hail
Kennesaw Storm Date: 1/11/20 Wind 8/1/19 Hail
Chattanooga Storm Date: 1/11/20 Wind 8/1/19 Hail
Nashville Storm Date: 3/2/2020 Tornado with Hail
Knoxville Storm Date: 1/11/20 Wind 5/18/19 (South Knox) 6/30/19 (North Knox)