Intro To Gatekeeping (Cert 4)

Mission, Values & Mantra of The Gatekeeper Position

Mission

Set a great first impression with leads, whether they book or not, and book highly qualified evaluations.

Value 1 - Smile Through THe Phone

When people call in, they should be able to hear that you are smiling through the phone! Be excited to talk to these people! There are a NUMBER of dog training companies they could have called but they chose US!

Value 2 - Book The Best

This simply means you only book evaluations for the people who have friendly dogs, live in the service area, can afford the training and want to start soon. You, as a Gatekeeper are solely responsible for the evaluations that the Eval Pro’s go out to. Meaning that we need to only book the best evaluations. We get lots of leads and want to screen through them for the people who are qualified and ready to go.

Value 3 - Picky & selective

You are picky and selective over the people you send our Eval Pro’s out to. This means you DON’T send our Eval Pro’s to bad parts of town, areas outside of the zone (without permission), broke people, etc. You are picky and selective over the people you send our Eval Pro’s out to. This isn’t just in our interest, this is in the prospects interest as well. If we go out there and pitch them and they can’t afford it, the trainers wouldn’t feel safe going there, etc. then their time is wasted and so is ours. So being picky and selective is a must.

Mantra

I am the 1st human interaction prospects have with us.

I respond to leads as soon as they come in and faster than all other trainers.

I set the bar very high for their experience with us.

I screen everyone and book only the ones who are qualified, eager and able to buy.

I *only* give the info needed to each prospect.

I don’t sell dog training, just evaluations.

The prospects I book are the best and ready to buy.

This standard protects their time and ours.

I protect the time of my Eval Pro’s, Dog Pro’s & Managers.

I set-up my Eval Pro’s to win…

Which sets-up the company to win…

Which sets us all up to win.

I am a Gatekeeper.

Smile Through The Phone (STTP) & First Impressions

Why This Position Is So Important

All the positions in the organization are important and all play a crucial role in delivering wow to the people we serve. But this position in particular is so so important because you are the first point of contact with NEW leads and clients.

You are the first human impression they have of us as a brand. You need to understand the role that this plays and the importance this position plays because it is crucially important.

What you do and what you say to the people who call in and fill out the forms will set the tone and impression for the prospects whole experience with us.

Smile through the Phone

Why did we put this on the page twice? BECAUSE IT IS SO IMPORTANT!

There is a lot to learn to be on the call team and do a great job, but here is one of the most important and ket things off the role itself.

Smile Through The Phone

People can hear your energy and mood through the phone. So, smile when you talk to people and have a great energy that radiates through the phone.

Think about the difference between pulling up to a drive through at McDonald’s vs. Chic-Fil-A.

The McDonald’s workers are almost always monotone and don’t seem excited to take your order. At Chic-Fil-A the people working the drive through are happy to see you! The weather could be absolutely TERRIBLE and they are excited to see you and smile!

When people call in to Wonder Dog, be the Chic-Fil-A worker. Not the McDonald’s worker.

First Impressions

We only have ONE shot to book families for an eval when people fill out the form or call in and we get them on the phone.

This means it is of the utmost importance to go above and beyond for the prospects who call in to us and do such a great job setting a first impression.

Time Kills All Deals (TKAD)

Burn this phrase in your head. You will hear this OVER and OVER again. Time Kills All Deals.

Time Kills All Deals simply simply means that… Time is the killer of all deals. This happens at each stage of the sales process.

The killer of booking appointments is time. If we can call a lead within 1-15 minutes of them filling out a form, the likelihood of booking skyrockets.

Checkout these stats about conversions from Chilipiper.com

  • Organizations that contact a lead within the first hour are seven times more likely to qualify the prospect than an organization that responds in two hours. Responding to leads within the first minute increases conversions by 391%.

  • You’re 21x more likely to qualify your lead with a fast response time than waiting 30+ minutes.

  • Businesses who respond to leads in five minutes or less are 100x more likely to convert opportunities.

  • After five minutes pass, the odds of connecting and qualifying with the lead drop 80%.

  • Fifty percent of leads will work with the organization that contacts them first.

  • Repeating this because it’s so important: Responding to leads within the first minute increases conversions by 391%.

  • Thirty percent of your prospects will go to a competitor if you don’t respond quickly enough.

  • Prospects hang up after ringing for 3-4 times without someone picking up the phone.

I hope you find these stats as fascinating as I do and realize the opportunity we have by contacting leads quickly and promptly. Also, we have a HUGE advantage here because you are on the team to book appointments and almost ALL other dog trainers don’t have a training assistant to book calls. Most dog training companies never answer the phone or call leads back. And if they do, it takes DAYS! As part of our constant pursuit to Deliver Wow to people we have you and others ready to call people as soon as they come in.

Then the quicker we can put them on your calendar to go out and meet them, the higher likelihood they buy.

The killer to closing ratio is time as well.

If our Eval Pro’s can close when they are there at the appointment, then they are much more likely to get the deal. If they have to talk to a spouse or “think about it”, time is allowed in the deal. This causes the likelihood of the deal closing to go down by quite a bit.

So when we are calling leads, doing sales and the quicker we can call, book and then do the deal increases the likelihood of success.