If you or your company receives Internet leads and your websites has a “contact us” form, make sure you’re handling the leads generated by your website correctly. Even with the best of intentions, you can very easily and quickly get eliminated from the running. Here are three tips to help.
1. If you offer a free price quote or estimate, give it! And give it without condition. Give it freely and happily. Have you ever contacted a company about a service you needed done and couldn’t get the information you wanted? How frustrating is that? Does your company website offer a free estimate? While it is very important to respond quickly, what is equally important, is to deliver the information the client asked for and that you promised.
More often than not, your prospect will wind up buying something entirely different than what they were asking for in the first place. Some companies will offer a free estimate online but when they get a prospect on the phone, all they try to do is avoid giving the information and put all their energy into setting an appointment. They withhold information in an attempt to control the prospect and not the process. They put a condition on the information.
Once you get a prospect on the phone, you have one shot to start creating a relationship. Actually, you’ll create a relationship either way. What kind of relationship will be up to how you handle the client. Ask and find out why. Why they need your product or service, what is important to your prospect, have they ever used you or something like you before. If you don’t try to establish some kind of connection, and instead, go straight for the kill/appointment, you will leave your prospect feeling duped. Don’t let your leads feel duped.
2. Send more than one price and product. In Grant Cardone’s book, Sell Or Be Sold, How To Get Your Way In Business and In Life, Grant tells us that service is senior to selling and “selling is the art of giving, not getting, serving, not selling.” Taking that spirit into consideration, send your prospects choices. Choices support decision making.
Consider a menu at a restaurant or the concession stand at the movie theater. Who doesn’t like to buy this way. When you give your prospect choices, they see that you’re willing to help, interested in them and you will stand out from the competitors who don’t give a price or put a condition on getting one.
3. Turn off the auto responder. The auto responder is dead. Knock it off. It’s killing your business. You have a human being on the other side. Don’t allow things like response time quotas to let you forget that you’re dealing with people who are looking for information. Give that customer the same level of attention, respect and urgency that you give them when they are in your store or on the phone.
Another lesson from Grant is that “you are in the people business, not the ‘X’ business.” You must get into communication with your prospect. An auto responder is not communicating. Communication happens when you and your prospect engage. An auto responder is impersonal and can create an immediate disconnect between you and the client. If you have to have one, have after hours.
While your buyer may say they are shopping price and price only, know that what they are ultimately looking for is where they are going to do business. Remember the golden rule here and put the customer first.
Before responding to any internet lead, ask yourself, “If that was me on the other end, how would I want to be responded to?” Answer that question and act accordingly and the deals will just roll on in!