As a business owner, it’s your responsibility to ensure you or your team are following up any enquiries from potential clients. Whether an enquiry is received via email, phone or website you need to ensure someone from your business is responding.
In the client’s shoes
When a client makes an enquiry with your business there is a high chance they’ve also made an enquiry with a few of your competitors. When it comes to big purchases such as a car or house customers will do their homework and research their options. The earlier you reply to the enquiry, the more likely you are to gain the client’s interest.
Timing also plays a large role when responding to enquiries. It’s not enough to respond in a couple of days or a week. Ideally you should respond to any enquiry within the first 24 hours, but remember – every minute longer becomes a minute your competitors could be calling. A prompt response will set the scene for what a building experience could look like with your business.
How should you respond?
There is no doubt that calling is the most effective means to respond. While email may be faster and easier, a simple phone call will begin to build a strong rapport, give you a greater insight into the client and their needs and once again, paint a picture of what the overall building experience could be like with your business.
Missed the call? Don’t miss the sale!
With communication technologies continuing to evolve and expand, there is a wide range of avenues clients may try to enquire with you. Social media, email, websites, forums, phone calls, phone messages and text messages are all very common ways to make an enquiry; it’s your duty to ensure you reply to every person who makes contact with your business. If a call came through at the wrong time, it doesn’t mean you should just let it go. If you can’t find the time to monitor additional platforms – you are better off not having a presence on them.
The overall experience
A consumer’s initial contact with a business can ultimately be the difference between a sale or no sale. If you create a very positive experience to begin with, allow the clients to see your passion and commitment and provide clear communication from the beginning, you may find it a lot easier to convert enquiries to sales.
Responding to clients should be a part of you or your sales consultant’s daily tasks. Turn the task into a habit and you’ll find it much easier to stay on top of enquiries. Hotondo Homes’ sales team work with our builders and provide training to ensure their sales consultants understand the importance of responding to enquiries.
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