Customer Spotlight: Spaulding Decon of Alpharetta
We recently had the pleasure of sitting down with Justin McConnell and Madison Rybeck, Owners of Spaulding Decon of Alpharetta, to learn a little bit about how they have been using Service Direct's Pay Per Call Lead Generation services to help them grow their disaster mitigation company in Georgia.
Tell us a little bit about Spaulding Decon and what you do.
In a nutshell, we clean up life's messes. We offer a diverse range of services for our customers including crime scene cleanup, hoarding cleanup, drug lab cleanup, water restoration, odor removal, rodent dropping cleanup, mold removal and other decontamination services. We can basically do any type of speciality cleanup in Alpharetta, GA and surrounding areas including North Atlanta. Beyond our expert cleaning, we do so much more to help our customers throughout our cleanup process. We work with insurance companies to get our services covered for our clients, and we will help make arrangements with funeral homes and police departments.
When you were considering partnering with Service Direct, what specific challenges were you facing from a marketing perspective?
We were really seeking a solution that could provide quality leads and increase the call volume. So, we needed to increase both quality and quantity of leads for our business. And, from a technical perspective, we were hoping to find a lead generation provider that had a better user interface for managing leads, and who could provide customer service when needed.
What did Service Direct offer that made you decide to give it a try?
What initially grabbed our attention was the fact that we'd interact directly with the potential customer, right off the bat, in real-time. This was far different than the other services who sent us leads that we had to chase down, weren't exclusive, and who had to go through hoops before they would be routed to us. For us, being able to speak with the customer directly and immediately, the moment they needed help, we knew we would be able to schedule an estimate for them.
How does Service Direct stack up against the other marketing services you are currently using?
We left other marketing services because of the lack of quality calls and customer service. For example, we would receive calls outside of the area that we service, or get calls from people asking for services that we didn't offer, and the most challenging thing was the many issues with getting refunds for these erroneous leads. Service Direct is answering our needs, we do not need another service at this time.
“Service Direct has the best customer service compared to other marketing services we have tried. Any issue we have, the customer service is easy to get ahold of, responds quickly, and solves the problem.”
- Madison Rybeck, Owner
What has been the best part of working with Service Direct?
The customer service experience. Any time we have an issue with a call or need to request a refund or reevaluate the service area, customer service has been extremely helpful! They are easy to get in touch with, fast to respond, quick to fix the issue, and understand our budgetary needs.
What impact has Service Direct had on your company’s ability to grow?
A large impact. Due to the number of viable calls received, we are able to book, close and conduct more work. This has lead to additional employees and increased our number of sales. 95% of the calls received through Service Direct, we are able to get into the clients‘ home and speak with them. When we get into the clients‘ home, we close approximately 70% of those meetings.
“Service Direct provides us with quality leads that are ready to schedule an appointment. Our appointment rates are 95%. ”
- Justin McConnell, Owner
What would you tell other companies that are trying to decide whether or not a partnership with Service Direct makes sense for them?
Absolutely try it! We have tried other services and have a full-time SEO/PPC manager and we still receive the most credible calls through Service Direct.