Follow-Up Call,or Letter??

Onarooftop

When and how do you follow up to a potential customer that you gave an estimate/proposal/presentation.

Ed the Roofer

I ask them at the end of my presentation.

Would you like me to come back with more color samples on next week Tuesday, or does Thursday work out better for you?

I also currently have only a 7 day guarantee on the prices submitted, so that increases the sense of urgency for an immediate follow up.

Last night, I called up a home owner to remind him that the prices given were going up next week by 15 % and that I would need to come back and pick up the current proposal and recalculate the figures. He decided to have me come over today to pick up a deposit check. I know that the one previous estimate he already had before I met with him was for about 1/2 of what mine was.

I hope that the RSI shows you good Trial Closings and Closing tips, so that the getting back to people becomes less frequent.

Ed

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Dave Mac

A good technique I have herd of, is at the end of the presentation, ask the client when a good time is for a follow up call, then make sure you do it, this builds trust.

I send a letter sometimes and do follow up calls sometimes, nothing in stone.


dave mac

Ed the Roofer

Another idea, which can be done by yourself, or use an automated software, would to be to send periodic interval pieces of information.

This can consist of paper or e-mail newsletters, postcards, flyer's, special announcements about your company and current promos being offered If They Act NOW.

Continual repetitive contact will brand your company name into their psyche and allow you to be the contractor that the competitor must be compared to.

But, as I have stated before, learn to close the deal at a higher ratio to eliminate the additional pursuit. I hate making multiple follow up phone calls, which usually go unanswered or answered by an answering machine. But, it is a necessary evil that must be done to increase the closed job percentages.

Ed

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Carport King

We give our design experts 5 days to make the sale and then it is turned back in to our sales manager. Our sales manager then calls and ask how can we earn your business. They will most always tell him why they did not buy yet.

We then have several closing tools we have to help make the sale and maybe sometimes the client and design expert just did not click so the sales manager does the closing.

Most of our design experts do not like this to happen because they give up half there commission. But they like half a loaf vs no loaf. Bottom line company gets the sale. It works for us!

Double-A

I know this is not going to be a popular thing for most companies to do, but I endorse this policy. If the initial sales person can't get a firm "yes" or "get lost" in 5 or so days, its time for a new pitcher. Even if they bean the batter. Better to get the client really mad at you and get an answer than to be strung along wasting time and resources.

Now, this is not to say that our folks only get 5 days, but if they have made more than one trip out, and the ball is in play with the client, I want my folks to move for an answer or its time to change the lineup.

__________________
"My clients’ wishes are the center of my attention." -- David Guido, a contractor in Woodstock, N.Y.
New York Times, July 20, 2006

Double-A

To answer the OPs original question, we make a call, then drop a note by personally. Mail is the last resort.

"Mr. Soandso, this is Uber with Uber and Co. I'm sorry I didn't catch you at home. I wanted to check in with you to find out if there are any questions we can answer for you or any additional information you need from us. I'll stop by on the way home this evening to check in with you. If I miss you, you're welcome to call me at 123-456-7890. Someone will answer as late as 10:00 P.M. or you can leave a message after that."

Don't leave them an out or allow them to avoid you. Consistent, polite, but firm contact will keep them in touch with you. Most would much rather call and stall you off with an excuse than have you drop by during dinner. Others will set a place for you at the table and expect you, so follow through on your 'promise'.

__________________
"My clients’ wishes are the center of my attention." -- David Guido, a contractor in Woodstock, N.Y.
New York Times, July 20, 2006

Carport King

Hey this is good business practice and it works! We never use any high pressure it is more an imformation to make us a better company. The client will always open up with conversation that will lead you to earn there business. We no we are the only ones in our area that does this and it give us the edge. We close 65% of all our sales because of this.

Think about it this way if your the owner and you have a set overhead would you rather have one client walk thur the door or 50? It does not change your overhead on the 50 clients. Make every one accountable for there sales or you step up and finish the job but keep half there commission and you will find out that your sales will increase because they do not want to give up that sale and commission. Try it because we know it works!

Ed the Roofer

Have you tried stepping in immediately, like the very next day, if the original salesman did not close on the first appointment?

It would seem to me, that this eliminates the time for them to solicit several other offers and meet a better closer on the spot. Why gibe the customer an additional 5 days or more?

Maybe, getting back with them so quick would seem to eager, but it still heads off the others from getting in the door.

Ed

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Boogga

As a builder, I think sometimes, how long after sending them a quote should I do a follow up call? For someone to make a discision on a possible transaction of about $200K, shouldn't they need a week or two? How long would you leave it?

I like the idea of calling the people to say you'd like to meet up with them for an "information session" to discuss the quote face to face.

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morganexteriors

the more you wait, the more "stale" or cold your prospect becomes. I personally have no problem calling them the day after my rep was out and simply asking" why were we unable to gain your business", or "what do we have to do to gain your business".

NH Remodeling Company With Services for Sunrooms Windows and Vinyl Siding

Carport King

Hi Ed believe me our design staff is working to close that baby within that 5 days.

The last thing they want to do is turn that over to us. They would rather take 10 lashes then turn that over believe me. When you have 16 designers and some our women do you think theres a little ribbing going on with everyone in the room.

Some of them know enough to get with some of the old timers to get help to get it closed.

We make it fun but it's business to us. We have bonus quotes for everyone and everyone what's on that list before it goes upstairs to the boss.

This works for us and come the last week of the month it is a mad house around here. I have the easy job all I get to do is make the phone ring! Piece of cake??

Grumpyplumber

Absolutely brilliant, the bold red, I assume (no pun intended) you realize thats a text book example of good salesmanship.
I can recall countless conversations where one simple question decided whether I got the job or not.