Selling with Compassion During a Crisis with Nancy Friedman | Coronavirus Update April 16

Selling with Compassion During a Crisis with Nancy Friedman | Coronavirus Update April 16

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Posted by Ian H., President

April 17, 2020

Service companies are the backbone of the economy and Housecall Pro is committed to doing everything we can to help during the Coronavirus pandemic. 

I hope you find the resources below helpful. Please share this email with other home services companies. 


Ian Heidt

CEO, Housecall Pro

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READ THE UPDATE → keep scrolling


April 16, 2020 quick update


Johns Hopkins CSSE dashboard

is reporting over 2.1 million global cases and over 140 thousand deaths as of 4:31pm on April 16.

In the US they report 641,166 cases and 32,868 deaths as of 4:31pm on April 16.

In total, 20 states have reported more than 5,000 cases, including 14 states with more than 10,000 cases. 


The WHO published an update to its

COVID-19 Strategic Preparedness and Response Plan

. The document emphasizes that countries must eliminate or maintain low levels of community transmission in order to contain the pandemic and that community transmission necessitates “exceptional measures” to rapidly suppress it. 



The governors of Michigan, Ohio, Wisconsin, Minnesota, Illinois, Indiana and Kentucky announced Thursday that they will work in close coordination to reopen the Midwest regional economy in the wake of the coronavirus pandemic. 


Trump spoke via teleconference

with the governors of all 50 states earlier today to outline his plan for the way they'll proceed with re-opening and normalization. 

Trump has said he believes many states could begin to re-open even before the federal guidelines for social distancing and mitigation expire on May 1, citing what he says are the low numbers of cases or deaths in some places.

Trump told the governors they'd be able to re-open before May 1 if they wish — but he said he wouldn't lean on them about what to decide.

"Every state is very different," he said.



This morning,

the $349 billion emergency small business lending program

officially tapped out. The Small Business Association officially ran out of money for the Paycheck Protection Program, according to a message for lenders posted on the administration's website. 

The Small Business Administration sent a notice to banks last night making clear the allocated funds for the program were on the verge of being exhausted.

As of 6:30 a.m. ET April 16, $338 billion in loans had been approved, per an official with the Small Business Administration. By the 10 a.m. ET hour, the agency had posted a message on its website saying, 

"The SBA is currently unable to accept new applications for the Paycheck Protection Program based on available appropriations funding," 

April 16 Topic: Selling with Compassion During a Crisis with Nancy Friedman


Special Guest: Nancy Friedman 

Nancy was the keynote speaker and hands down fan favorite at our Lady Pro Mastermind back in November in Dallas.

We are excited to welcome Nancy Friedman, also known as “The Telephone Doctor”. She is a well-know keynote speaker, customer satisfaction and sales training expert who, along with her team, has helped over 30,000 organizations over the years. 

Discussion with Nancy

What is proper telephone etiquette when first answering a business call from an incoming unknown client? What are some things to add to this script with the Coronavirus craziness?

  • If you have caller ID, pretend you don’t have it. It’s not effective to answer the phone with hello whoever’s name is calling. It takes away the surprise and takes the air out of the person who is calling when you pick up the phone with her name. 

  • Telephone Doctor Rules for How to Answer the Phone

    • Start with a simple greeting

      - this acts as a buffer and could be good morning or thanks for calling, happy Tuesday, etc… This warms the caller and is the phone version of a handshake. 

    • Then state your company name and your name and stop, let the caller speak

      - the caller needs to know who they are speaking with but more importantly when you stop with your name the caller will typically then say their name so that you can write it down and you can start building rapport.

    • Asking what was your name again loses so much credibility so the minute they say their name jot it down

    • Example: Hi, thanks for calling Telephone Doctor. This is Nancy.

    • When the customer asks you a question or tells you what their problem is, the first words out of your mouth should be “Well you called the right place”


    • Rapport starts with them feeling like they made a friend and they are in the right place. 

    • Recap what you know and ask qualifying questions:

      “My name is Nancy and I’m speaking with _____ (if they didn’t already give them your name they will here). Okay, we will get this fixed. Tell me a little more (and go into your qualifying questions)”

What are the top things EVERY single person interacting with a prospective client SHOULD say or communicate during this time? 

  • Tell your customer “You called the right place”

  • If it's a new client, tell them that it is so nice to meet you by phone. It’s what you would say in person, so you need to say it on the phone too. 

  • DO NOT

    • ask how they are

    • Tell them how swamped or that you are so busy

    • Bring up COVID-19- if the customer brings it up, say it’s horrible a shame but we will get through this and move on 

  • Say it with a smile, add a little humor or compassion where you can

  • Be in control of the conversation by being the one leading the conversation and asking the questions

  • Utilize virtual estimates and instruct customers to take photos and send them to you so that you can determine the cost for them

  • Handle the objection before it happens

  • Assure the caller ahead of time that you meet all protective COVID-19 guidelines. Tell them what you are doing and how you will protect them.

  • Tell the customer the name of the technician that is going to be coming to their house and let them know they will have identification and wearing a shirt with our logo- make the customer feel comfortable when a stranger comes to their door

How can we use the fears of customers that are backing out of work or deciding to cancel? Lately we've noticed a trend of cancellations relating to the customer, having an estimate approved, then regretting it- buyer's remorse.

  • This comes down to handling the objection before it happens

  • Find out why the custom ris having buyers remorse and utilize your Plan B

  • If it’s too expensive, lower the price and remove the less critical items

    • Remove the objection

How do I manage customers that want to cash discount when they're already fairly priced.

  • When you give them a great price and can’t go any lower “It isn’t worth it, is it? I mean, we’ve got to make something, that’s why we are in business”

  • They want a cash discount or they want a lower price. “Mr. Smith, I wish we could. If there were any way I could bring this to a more fair price, you know, I would. I've hit rock my rock bottom price”

What are some tips for calling customers back to follow up on an estimate? 

  • All right, so number one, when you hand them the estimate or when you send them the estimate, you tell them when you're going to call them back. Next week I will call you Thursday, which do you prefer? Morning or afternoon? 

  • Don't say, do you have any questions? They're going to have questions and if your quote/estimate is a confusing one, which I had, my suggestion is Mrs Friedman, this is a confusing piece of paper. May I come over or can we do this on phone or we do this on Facebook or however, and I can explain it to you. Line item by line so that we both understand what we're talking about. 

  • Sometimes a customer needs a deadline to make a decision so send them a calendar invite for the date/time you will call them

Don’t Forget to Join Us Online

Don’t forget to join your regional meetup and learn more about how to navigate this crazy time, with marketing, sales and operations tips. 

Network with other professionals in your area and receive a $15 Grub Hub gift card, just for participating. Register today! 

Keep Your Industry an Essential Service

We’re making it easy to write to your government representatives and send them a letter urging them to classify your industry as an essential service during this time of uncertainty.


Legal disclaimer

Housecall Pro is offering the Coronavirus Evening Update for Home Service Businesses for informational purposes only and to foster thoughtful communication and discussion regarding the COVID-19 pandemic; Housecall Pro is not offering advisory services or otherwise advising or representing any members of the group invited to participate.  Housecall Pro is not offering legal, medical or other professional advice in the Coronavirus Evening Update and makes no representations or warranties regarding the content of the Coronavirus Evening Update. Participants should obtain independent advice relating to their businesses and their particular circumstances.


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