The simple truth is not every call is going to turn into a job, but follow up calls can help you land a few more jobs that otherwise would have lost. The trick is knowing which calls you should follow up on.
Follow up on any call where you provided a free estimate because you have an existing relationship with that customer. While they probably made other arrangements, you should still follow up with customers seeking disaster mitigation services. Those jobs may be more lucrative a few days later too.
You’ll be the most successful with customers looking for non-emergency and preventative maintenance services since they typically have the luxury of time before making a decision.
Avoid following up with any customer that has turned you down or told you they are going with another company. Trying to change their mind is more likely to make them angry. If they went with another contractor, it’s not like you’re going to take over the job.
5 Simple Steps To Making Perfect Follow Up Calls
Set Aside Time: Don’t try to squeeze a follow up call while driving between jobs or during lunch. Set aside a block of time to make follow up calls each week and make sure you’re free from distractions and interruptions.
Prepare Before Calling: While the customer may not remember you, you need to know who they are. Refamiliarize yourself with the customer’s situation and be prepared to answer their questions. Make sure you have their estimate in front of you too.
Ask Questions and Listen: It’s easy to get wrapped up in selling the customer on your services, but you’re only able to sell them on what you think is important. By asking questions and listening to their responses, you are able to respond to their concerns.
Take Notes: If you land the job, you have notes on exactly what the customer expects. If you they aren’t ready to make a decision yet, you have more information when you follow up next time.
Set Their Expectations: Leave the customer will clear understanding of the next step before ending the call. Whether you’re going out tomorrow to complete the job or following back up in a few weeks, set a clear expectation.
When To Make Follow Up Calls?
Knowing when to make follow up calls will depend on each individual situation. Consider your previous interaction with the customer and the type of service requested. For emergency services, it’s best to follow up sooner than later. For preventative maintenance, a few business days to a week is probably a good place to start.
The Customer Went With A Competitor
Customers are going to choose competitors from time to time, so it’s important to know how to respond when they do. Instead of criticizing a competitor, focus on the customer’s needs. Let them know you are available if they ever need anything and thank them for their time. Update your notes so you don’t continue to follow up. While you didn’t get the job this time, they just may call you next time.
Getting the Customer’s Voicemail
You should also be prepared to leave a voicemail if the customer is unavailable. When leaving a message, give the customer your name, company name, and briefly explain why you are calling. Give a specific time that you will try to reach them again, but also include your number so they can call back at their convenience.
Follow up calls aren’t guaranteed to land every job, but each call only takes a few minutes and odds are you’ll convert a few more jobs. Remember to prepare for each call, be patient, and focus on trying to help your customers.
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