We actually don’t try to analyze the customer’s preferred communication, but instead guide them to use our communication style. We know that everyone is not our client, so this is a great way to weed out client’s that might not be a good fit for us.
Customers are already telling us they want to interact via the Internet as they are submitting their requests online. Knowing the customer will get several leads, we instantly provide them with our already thought out introduction message that includes what the quote includes, a link to our website to reaffirm we are a legitimate business, several appointment options based on their original submission, and a simple question asking them if any of those dates work.
While having a customer-business relation is important, we understand we as consumers are always on the go and prefer quick minimal interactions. The real communication starts once we enter their homes and start gaining their trust and building a relationship.
We have found that the customers that chose to go with us, was due to the fact that we provided them with what they needed within the first message they received.
Online communication has become extremely popular for many of my customers, with some preferring to keep it online, and others looking to make it a starting point. In either case, customers have become accustomed to instant results. They assume that if they fill out a form, submit it, responses should be quick. If not, they keep searching online until someone responds to them. With this understanding, I take the following steps:
1. Read the entire request so you understand the scope of their request, and respond as quickly as possible. I have text alerts for thumbtack leads on my phone and typically respond within 10 minutes to most leads. TT allows you to save responses to use again, so I have a few of them saved to save time. I include several questions in my response to encourage dialouge. Then I just make a few small changes and send.
2. The speed and content in which I get a response from the customer tells me a great deal about their comfort level in online communication. If they take a long time to respond, or give incomplete answers to questions, they are probably going to need to take communication to a different method. If they respond quickly, and completely, then I know this customer is comfortable with online communication so I continue online straight through to scheduling the appointment.
3. Based upon either of these customer types, once I feel I have their attention through online communication, I offer them a choice in how to communicate as we move forward. If they are slow or incomplete responders, I ask them if they would prefer to talk to me directly so that we can better understand how to assist them, and offer my phone number as well as ask for theirs. If the customer is very comfortable with online communication, then I keep it online until I secure the appointment. Once secured, I ask them for their contact information for scheduling purposes and share mine as well. Then I ask them if they would prefer a call or text for further discussion, or keep it on TT.
Doing these three steps has helped me tremendously on TT. The customer always feels like they are in control, communication stays fluid, and I close more deals in my market.
I recently had a customer make a request on TT, which I responded to in 6 minutes, however, another pro responded in 3 minutes. Communication was slow at first but I kept persisting, giving details and being patient with the customer. After a few back and forth communications on TT, I realized the customer was going back and forth between the two of us to see who she wanted to use. I kept it on TT while filtering through her questions, then she came back with a request for me to assist. She wanted to keep it on TT so I honored her request until she was ready. I secured the job then she asked me to take offline to texting. When I arrived and completed the job, she was very grateful and thanked me for staying in communication with her on TT. She told me that at first she was talking to another pro, but he would not take time to answer her questions on TT, and kept pushing to close for an appointment and taking it off line. Then she said "you took the time to answer my questions and respect my wished to communicate online so I felt much more comfortable with you, that is why I chose you".
Hope this helps you all, as it has done for me.
At Home Keys Locksmiths, serving Central Florida