A quick story. The other day, I needed to have a window pane replaced. I did a quick google search for window repair, found the first place that had good reviews, and gave them a call.
An employee picked up the phone and asked if I minded holding for a moment. Sure, no problem. A few minutes later, he came back and asked again if I could hold for a minute. Ok, we’ve come this far, why not wait another minute.
He finally comes back and gruffly asks for the details of the window replacement. He’ll call me back later today with an estimate.
While this wasn’t an absolutely terrible experience, it did leave a bad taste in my mouth. I wondered, if they’re so busy and disorganized that they can’t handle calls quickly and professionaly, how is the actual window repair going to go?
I decided to call the next company that came up during my search. Similar deal, they had good reviews and a half-decent website.
I called up and spoke with someone who clearly was there to answer the phone and handle estimates and scheduling. She was collected and friendly. I gave her the details and she said she’d call and email an estimate.
Both estimates came through a few hours later. The estimates were close, but the second company cost about $75 more. I didn’t bat an eye, and hired the second company who had gained my trust with their smooth communication process.
Here are a few key takeaways.
First Impressions Matter
First impressions do matter. What’s the first contact point between you and your prospect? Is it a phone call, an email or a visit to your website?
Your first impression will affect the rest of the buying process – if a purchase happens.
And here’s the cold, hard truth: a bad first impression is hard to overcome. Even if the rest of your service is satisfactory, you’re unlikely to get an amazing review or referral.
So take some time to make your first impressions solid. Here are some examples:
- Train your staff to be courteous and have answers to common questions.
- Make sure your website is mobile friendly, loads fast and looks credible and professional.
- If your funnel involves a prospect filling out a form, set up an automated response that’s personalized, shows up in their inbox quickly and lets them know you’re working on their request.
Good Old Fashioned Customer Service
Good customer service isn’t rocket science. You don’t need to send out thank you notes and chocolates on holidays (you could, though!), just be courteous, professional and efficient. People want things to be easy, so help make that happen for them!
(Note: I’m not saying “that the customer is always right.” You shouldn’t tolerate rude prospects.)
What if you can’t have a dedicated office person?
Maybe you work in the field all day, and you can’t have a dedicated person to answer calls and schedule. That’s ok and nothing to be ashamed of. Here are a couple ways to work around this:
- Add a detailed quote form on your website. If part of your workflow involves getting some details before scheduling, collect these details on your website, then get back to your prospect asap with a response.
- Allow visitors to schedule online. If your business workflow allows it, connect your calendar to your website (using Calendly or similar), and let prospects schedule a meeting online.
- Set up messaging. Instant or text messaging is also a good way to communicate with clients, if you can’t get to the phone to talk.
- Hire a call answering service like Voice Nation to answer basic questions, collect details, and schedule appointments.
Wrapping Up
I know you care about delivering on your promises to your clients, but don’t forget that providing a smooth and pleasant experience is also an important part of your job.
It can make the difference between a somewhat-satisfied customer and a raving fan who will tell her friends about you and leave you a glowing review.
If you’d like to see more 5-star reviews coming into your business, get in touch. We can help you get more reviews and manage them so you can focus on what you do best.
