Ask the Experts | Compensation & Performance for CSRs

Question: How would you align compensation with performance for a CSR?

Question: How can soft skills increase margins?

Question: What vacation benefits should we offer to long-term employees?

Question: If you had a crystal ball, how do you see our business in 10 years? What changes does the contractor need to embrace today in order to be prepared for the future?

Question: What are your thoughts on offering extended labor guarantees on new installs and existing equipment?

Question: How do I know if a marketing campaign is successful?

Question: How should we deal with price objections? For example, “I can get it on Amazon for $30 and you’re charging $400. I’ll do it myself.”

Question: I am new to marketing through social media. What should the cost of generating a lead in the social media world be?

So if we were paying 100% straight commission to a salesperson, what numbers should we use? In my humble opinion, calculate using the revenue, with no discount to that for financing costs, rebate costs or technician or employee spiff costs. I don’t think that a salesperson’s job ...

Question: How can I use my online reputation management process to drive behaviors for my service techs? Any promotions or spiffs you might suggest for that process would be helpful.