Mark Dawson, COO of Benjamin Franklin Plumbing, talks about the four (4) key areas on why people join the brand. These areas include Operations (from how you answer the phone, book the call and dispatch, to the sales process in the home), Marketing (finding and retaining the right customers), Management (from how you recruit, train and retain employees) and Finance (knowing your numbers – how many calls per day, what’s your conversion rate, close rate and average ticket).

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