In a recent blog post — Take your Time — Quickly — Remodeling blogger Greg Antonioli talks about how you need to be accurate with estimates, and at the same time, you need to move quickly so buyers don’t lose interest/enthusiasm for their project. Greg advises creating a system for keeping prospects engaged, but that gives you “time to cross your t’s and dot your i’s.”
But what should the system look like? Here are some thoughts to guide you in creating a system that will keep clients engaged as they move through the design-planning-estimating process.
1. Start with providing clear information about the design and planning process. Clients appreciate being educated about how long it takes to put together a good design, and an accurate proposal — and why.
2. Touch clients and keep them informed of your progress between meetings. A quick email to advise clients how things are moving along “behind the scenes” makes them feel like they haven’t been forgotten. Something like: “We’re working on X, and have already completed Y.”
3. At the end of each client meeting, set a date and time for your next meeting. This prevents scheduling delays, sets expectations, and keeps everyone accountable for moving things along. Don’t wait until you’re ready to meet, to plan the next meeting. With work schedules, travel, and vacations, this can slow the process waaaay down.
I rarely encounter companies or individuals — in any industry — who practice this level of discipline in their customer-interactions. Doing so takes effort, practice, and training. But it will definitely set you apart from the competition.
Bottom line: Good communication builds trust and drives client satisfaction. If you can demonstrate excellent communication skills right out of the gate, you’ll increase your chances of creating not just customers, but fans.
Filed under: sales, tips and ideas Tagged: | communication, sales
