Script To Call Customers Back

Wensdy

Does anyone have a script you use to call potential customers back to see if they are interested in an estimate that was faxed to them on a prospective job? or any suggestions?
Thanks:

Brickie

Sure.....

Hello________ this is Mike with RAM Masonry & Construction following up on our proposal that was faxed over on _________............

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Grumpy

Asked and answered http://www.contractortalk.com/f12/selling-spot-10707/ . Please familiarize yourself with the search function http://www.contractortalk.com/search.php

Mike Finley

Hello,....

.... my name is Johnny Cash.

Mike Finley

Seriously, one of the first things you might want to do is stop faxing estimates back to your customers.

justplayn

Above all be honest. Think of what you want to hear from the one who will work on your home when you lack the time or skill to perform the work.
Customers are already scared of some contractor they don't know coming in and taking advantage of them or their situation.
If when you talk to them you have greed in your voice or money in your eye, they will see it and throw up a guard. Let the customer know that you are able to finish the job. Inform them of any experience you have or don't have. sometimes they will want to help you along, other times they might feel their situation may call for someone with a higher skill level.
Know your skill level and aim for jobs that are just above those of your skill level. If you have experience make detailed notes after each job(for your porfolio and for figuring how much money/time you actually made on that job), take pictures, and make a reference letter with names and phone numbers of people who will give a good report of your work. Let the client know that you are interested in their project, or not. Honestly. Be polite, listen and keep a professional appearence. Don't debate about the price alone. If your too high, stage the work over a year or two's time. Or you could reduce price for reduced work, or cheaper materials. McDonalds will not budge on their prices either. If you want a discount buy the value package. Of course it will be more expensive if you buy each job seperately. Either way know what you are going to answer before they ask.

MarkNoV

" Hey man, what is the story on that job?"

Serously, listen to Mike. I only fax estimates for jobs I don't want.

IMO, scripted follow up calls make you look pushy or desperate.

Mark

MarkNoV

How do you script honesty? Is is the same as faking sincerity?

Mark

realpurty2

Often jobs are sold on professionalism of the company, so face to face meetings to deliver proposals are important.

It gives you the opportunity to get a good feel of the customer to anticipate situations that may arise during the job.

It gives the customer an opportunity to ask questions and get that "safe" feeling that they are hiring the right guy for the job. Also, to realize that they are getting a good value.

Faxing or emailing an estimate lacks that personal touch.. but sometimes it's the request of a customer too, so for those times include a personalized email or coversheet with as much information as you can provide that addresses typical concerns or questions that homeowners often have. Try to write it as personal as possible, not canned sales tactic or pressure. I even include a response sheet in which it asks them to reply with a good time for the follow up conference that is included with all bid submissions. That alerts them that you WILL be following up either way, but also gives them the option of making it at a convienient time for them. If they see the estimate and are seriously considering it, they schedule the follow up meeting almost every time. If not, they get a call 48hrs after submission that goes something like this....

"Hello Mrs. Jones, This is "Insert Name" with "Company name". I wanted to touch base with you concerning the estimate we submitted for "use project name". I'm sure you have as busy of schedule as we do so I tried to include as much information as possible with the bid. If you have any questions or concerns that I may have omitted, I would be happy to meet with you at your convienience or you of course can reach me anytime by fax or email should you like to review the bid after hours. "

Then let them make the suggestion from there how they want to follow up. Usually, you can tell if your estimate is still being considered by what they say from there.

I'm like Mike, I don't like doing business via email or fax, but if a customer insists on it, you have to bend.

__________________
Woman in a Man's World.

Brickie

Why??? I prefer to give the proposal in person if possible. I have no problem faxing it either. What ever it takes to close the deal. I faxed a proposal over to potential client last week Monday, followed it up with a call a week later, meet with them yesterday which resulted in them signing the contract & giving us a check.

__________________
“Ron Paul is one of the outstanding leaders fighting for a stronger national defense. As a former Air Force officer, he knows well the needs of our armed forces, and he always puts them first. We need to keep him fighting for our country.” – Ronald Reagan

Mike Finley

Everybody knows that there are times when faxing, emailing it back, sending it by pony express or whatever isn't going to be detrimental to the closing of the sale. As said, sometimes you bend and sometimes it's just a formality because the deal is already a done deal or it's a repeat customer. However, as a blanket policy, no way. This isn't a subject where it's a matter of opinion which way results in more closed contracts. It's a fact.

Double-A

I would add that we have been known to fax or email estimates as well. Some of our clients are just more comfortable doing business that way and we try our best to respect it and accommodate them.

Having said that, if you are going to fax or email things, take some time to make a professional looking cover sheet with your company information on it. For email, a professional signature line is a must and don't use forms or electronic stationary.

Having said all that, we still follow up with an offer to meet the signing parties face to face to discuss concerns and to answer any questions.

DaveH

I always meet them the 1st time out, and fax from there out. I figure on lager projects the GC has so many subs they are dealing with that they couldn't care less if the proposal is hand delivered. Generally they won't take the time to meet you anyway. Now on small jobs I will hand deliver it so I can tell Mr./Mrs. Homeowner just what I have included. As far as your form letter I use an anouncement type format such as..

Introducing!
****** Drywall

We are one of the areas premier drywall contractors.
We offer a full line of drywall services for Comercial / Residential customers such as
Hanging, Finishing, Texturing...etc. (any other services)
We offer prompt free estimates (I'm not sure who charges but...)
We service these areas *** *** ***

So call us today and let us handle all of your drywall ***X needs
sincerely,
***XX ******

I do it on a letter head with a few graphics, and have had some success. Another good route for new drywall business is to simply look for things coming out of the ground and follow the lead to the GC. Another is to look in the Blue book online. I use it as my spam list for all prospective customers. I bring in millions using these techniques..

Dave

__________________
A buck a foot is not an estimate! It's a crap shoot!

dirt diggler

this is true

(yeah, can't sleep)

Of all the things to use a fax machine or email with ... this is NOT one of them


First - you cannot be there to see their reaction.
Second - you cannot be there to field any questions
Third - you basically just told them "here, I don't have time for you"

Fourth - 9/10 times ... you'll come away from that CRUCIAL meeting having a pretty good idea of whether you go the job or not

Fifth - this is not how you go about developing a relationship with your clients


NOTE - small customers, service customers -- yeah, why not, fax it over. But your meat & potatoes clients ... eh eh ... grace their kitchen table as much as possible

john elliott

That reply seems un-necessarily curt. Even if we did end up discussing the exactly the same subject twice (and it doesn't seem exactly the same to me) does it really matter?
These are important subjects and discussing them often doesn't hurt anybody and might benefit some

John

__________________
Ed the Roofer said "John too, in his crass and blunt demeanor.............."

copusbuilder

Not to mention the post count would go way down....way down

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www.etexasrentals.com
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AkA Richard Cranium

copusbuilder

I would have to say the fax or no fax debate would be affected by the type of business you run.
If you are getting leads and chasing them then face to face meetings might be a better approach.

If you are working referrals I don't think it is as big a problem. I have been doing it for years and I feel people prefer not being pushed to a corner with a salesman standing there with big eyes and sharpened fangs?

I just requested 3 estimates for a septic system. 2 of them sat in the truck and came out with the price and stood waiting for approval....f-off was what the inner me was saying.

The 3rd guy actually was able to fax a proposal and not play the game that I personally despise. He was 200 higher but I was impressed at his ability to operate a fax machine. He got the job

i know there is a difference in writing a bid in a truck or your office and presenting it in a professional manner. I do know my customers wouldn't like the presentation...unless they asked for it.

__________________
www.copusconstruction.com
www.etexasrentals.com
www.thelakevoice.com
AkA Richard Cranium

BlenderWizard

Don't use a script; that's what Real Estate agents and car salesmen do. Please don't be like them.

john elliott

I've heard this so many times on forums, must present propsals in person. People who do that, and actually sell jobs, are probably not charging enough.
I always send my quote, wither by email or post. I never tell them price in person, not even a ball park.
The reason being, when they get my price it is going to be higher than they thought. It is going to take them a little time to get used to it, decide that, yes, I am worth it and that they will get a better job. As they read through the quote again they will notice how I have put in writing all the wonderful stuff they are going to get.

Don't ever let anyone tell you that not presenting proposals in person is wrong. It isn't.

Standing or sitting in front of a customer pressuring them to give you a yes is the way salesmen do it. Salesmen could care less if they are selling used cars or home improvements. People know this. Avoid coming across as a salesman

John

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Ed the Roofer said "John too, in his crass and blunt demeanor.............."

BlenderWizard

Maybe they do things differently across the pond, but over here that sounds like you're ashamed of your price.

Giving customers a price in person is not pressuring them, unless you are actually pressuring them.

I would always give customers a price as soon as I had it together. Sometimes it was in person, sometimes it was over the phone, if i had to sit down and figure things out.

At least half of my business was repeat customers.