Every customer's communication preference is different. While I'm new to Thumbtack, it's a given to always respond to new leads / jobs quickly. It's within my initial response to the customer that I open up our lines of communication and let them decide what communication style best suits them. How do I establish what their favored communication method is? It's pretty simple. In the closing of my initial response I emphasize to the customer I look forward to hearing back from them and also convey that they should feel free to reach out to me anytime via text or telephone, and provide my cell phone number. When the customer responds next - BINGO - you now know their preferred communication method. Did they call you? Did they text you directly? Or did they choose to respond via Thumbtack? By indirectly opening up the lines of communication with your customers, you've provided them with several ways to reach you. I take it a step further by making a note in my records of that customer's preferred communication method. So when I have a question about their request, if there is a schedule change, or maybe just a question about where to park upon arrival, I can easily identify if I should call, text, or message the customer. I've been very successful using the above tip. It has really opened up the rapport I have with customers. Sometimes I've received texts almost immediately after providing my cell number. In some cases customers have telephoned me at their convenience. What's apparent is that customers appreciate your flexibility and can now contact you using the method that best suits them.
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