If your business is receiving requests for information or quotes and you’re not hearing back it might be time to reevaluate your strategy.
Here are seven tips that will help you win more work:
1. Be clear
Clarity and accuracy should be the foundation of your first email response to a customer query. Define exactly what service will be provided for what price; if you’re unsure then offer a price range. It is more professional to give a price range than to quote a figure that may be subject to change at a later date. If applicable then always offer a timeframe so that the customer’s expectations correspond with yours.
2. Give all the details
Provide customers with as much information as possible so they can make an educated decision about what they want. If you have completed similar projects to the one they have requested then send them a portfolio. Similarly, if you have a pricing chart or examples of what previous clients have received for various prices then send them through.
You can also use this as an opportunity to upsell; let them know what else they can get if they are willing to expand their budget a little. At Service Seeking, we have found that customers generally prefer to streamline projects by using one service provider so it is crucial for businesses to let them know what they can additionally provide.
3. Ask questions
Asking questions about the project is valuable as it gives the customer an incentive to respond and it presents you with an opportunity to determine exactly the service they require. It also highlights that you are interested in their business and you are keen to meet their requests.
4. Respond, respond, respond
Reply to customers promptly and thoughtfully. Answer all questions on all avenues – whether it is a direct email, a comment on your Facebook page, a voicemail or a tweet. Broaden the ways in which you contact them. If they have left a phone number in an email- call it. Make sure you have provided multiple contact points for the customer so you are completely accessible to them. Responding to all questions and comments, big and small, boosts your profile as an approachable business and improves the customer experience.
5. Chase it up
Determine a follow up timeframe that suits your business and enact it consistently with all customers. It might be worthwhile investing in a CRM system to diarise and manage this. If you haven’t heard back from a customer after a follow up email don’t be disheartened. Just because they are taking their time does not mean they are not interested in your service.
However, don’t waste time on administration with customers who are clearly not interested. If you have provided information and responded to queries, abandon the cause and redirect your energies. If you are consistently failing to hear back it might be time to reevaluate your pricing (especially compared to your direct competition) and reconsider how effective the avenue through which you are gaining business is.
Incentivising the experience is a surefire way to ensure the customer will respond. If you offer a free consultation for your services or a discount for new customers you are more likely to win more work.
7. Win them over again
Attention to detail can go a long way in winning customers back again. Conduct a customer satisfaction survey to gauge what their experience with your business was like and help improve your it for next time. Send a thank you email after the completion of the contract.
Determine how often customers may need your service and send timed emails at allocated intervals throughout the year asking them if they need to utilise your service again. Creating a loyalty program with discounts and promotions is another great way to make sure customers come back.