What are the pros and cons of calling back potential customers that come in for an estimate?  We never do, but kind of feel that a courtesy call may help bring some of those still on the fence.

Any thoughts?

I'm not in sales but I feel strongly that making a courtesy call to check the status of a job would pay off in the long run.

At the very least, if you don't get the job there's a chance to find out why...whether it's price, or communication, or if they just don't like the salesperson working with them.

If they haven't decided yet then getting that one call in can give them a little confidence that you are customer service oriented.

What he said.

I'll ask a stupid question here, "What do you say"?

I have a hard time with this one because everyone says it works but it is a realy turn-off for me.  When I get an estimate for something I do not want ANYONE calling me and asking questions.  If I want their services, I will contact them.
I also resent it when someone asks me why I did not chose them and how much I paid. 

we get a foot in the door at the time of estimates by mentioning a prompt schedule.  2 weeks go by and I call them.   I lead with " We want to make sure we can keep you at the top of the  job list"    If they say the tops are too much,  if possible we offer them another level of material.  Still no,  "have you considered laminate ma mm?"

"Ma mm,   we also offer Juicy Juice,   a healthy start of every day"  still no,

"would you like to make a small donation?"

Just ask at the first contact if it is ok to contact them later.
I always do a followup, at about a month.  I just ask them if they have made any decisions on their project or if they have thought of any questions I could help them with.

Posted By Kelsey Crisp on 01 Sep 2009 06:45 AM
Just ask at the first contact if it is ok to contact them later.
I always do a followup, at about a month.  I just ask them if they have made any decisions on their project or if they have thought of any questions I could help them with.

This

Posted By Andy on 31 Aug 2009 06:46 PM
I'll ask a stupid question here, "What do you say"?

Andy:

If you don't call potentia customers back, you are setting money on fire. There is no better place to prospect than in a stack of aging leads. I would also respectfully disagree with Linda. I think it is disrespectful to NOT follow up. If you are as good as you think you are, don't you owe it to customers to convince them they must use you?  If you haven't closed a sale, you haven't done your job. Any dufus with a calculator can scribble down bids, you need sales skills and your customers will appreciate them. Don't be bashful for asking for a second chance. You're not bashful asking for final payment. I've never had a customer complain when I've followed up. Never in thirty years.

To answer your question:

Hello, Ms. Jones, this is Andy Graves from Olive Mill, your countertop contractor. I'm hoping you can help me update my files, this will just take a second. (Pause briefly, if she says nothing immediately, say:) I see you were in on the fifthteenth, you selected Bone Corian and we gave you a quote of $5,000.00. Is that right? (Get them saying yes.) (Shut up now, do not speak until the question is answered, I don't care how long or uncomfortable the silence.)

Great. What is the status of your project? (Shut up again.) What can we do to get you your new countertops? (Listen!) If we can get the job done within your budget, can we do some business? (Shut up again and listen. This closing/committment question is critical.)

For a variation, humorously sneak in the fact that your wife, boss, partner or Santa Claus will kill you if you don't get this file updated. People are very willing to help others out and appreciate being asked and being helpful.

Call ten old leads using a variation of this script. Five will have moved on, their car died or they picked someone else, three will still be thinking about it, two are still in the game and may come back and you'll close one for sure. You can't afford not to do this.

You will get at least one "Am I ever glad you called! I was just thinking about this but I've been so busy...." All will be grateful for your having demonstrated the thoroughness and tenacity for customer satisfaction that they all derserved.

Get busy,

Joe

Posted By Kowboy on 01 Sep 2009 08:51 AM

Posted By Andy on 31 Aug 2009 06:46 PM
I'll ask a stupid question here, "What do you say"?

Andy:

If you don't call potentia customers back, you are setting money on fire. There is no better place to prospect than in a stack of aging leads. I would also respectfully disagree with Linda. I think it is disrespectful to NOT follow up. If you are as good as you think you are, don't you owe it to customers to convince them they must use you?  If you haven't closed a sale, you haven't done your job. Any dufus with a calculator can scribble down bids, you need sales skills and your customers will appreciate them.  Don't be bashful for asking for a second chance. You're not bashful asking for final payment. I've never had a customer complain when I've followed up. Never in thirty years.

To answer your question:

Hello, Ms. Jones, this is Andy Graves from Olive Mill, your countertop contractor. You are not my contractor until I sign.  I'm hoping you can help me update my files, this will just take a second. (Pause briefly, if she says nothing immediately, say:) I see you were in on the fifthteenth, you selected Bone Corian and we gave you a quote of $5,000.00. Is that right? You obviously know what the quote says since you probably have it right it front of you.  I can out wait you with silence. (Get them saying yes.) (Shut up now, do not speak until the question is answered, I don't care how long or uncomfortable the silence.)

Great. What is the status of your project? We have not made a decision yet or we have selected someone else. (Shut up again.) What can we do to get you your new countertops?  I have seen what you have to offer and I have your quote, so I will let you know if we want you to do the job.(Listen!) If we can get the job done within your budget, can we do some business? Like I said before, if we want you to do the job, we will call you.(Shut up again and listen. This closing/committment question is critical.)

For a variation, humorously sneak in the fact that your wife, boss, partner or Santa Claus will kill you if you don't get this file updated. People are very willing to help others out and appreciate being asked and being helpful.

Call ten old leads using a variation of this script. Five will have moved on, their car died or they picked someone else, three will still be thinking about it, two are still in the game and may come back and you'll close one for sure. You can't afford not to do this.

You will get at least one "Am I ever glad you called! I was just thinking about this but I've been so busy...." All will be grateful for your having demonstrated the thoroughness and tenacity for customer satisfaction that they all derserved.

Get busy,

Joe

I know this is just me, but you would be off of my list immediately. I just look at that call as typical sales speak and it drives me crazy.

People come into the showroom and we show them what we do, answer their questions and provide information so they can make an informed decision.

I tell the customer we will be here when you are ready, please call me when any questions, come in as often as you want to make the decision that is right for you. 

I have even told customers "we are not one of those companies that call and try to get you to make a quick decision, but we would love to work with you on your project when you are ready."  I get a very positive response from the customer.

I think the bottom line is that we each get the customer that is right for us.

I would be scared to make that call, but I guess it wouldn't hurt to try.

Maybe a variation of this would help to ease their minds that I am not trying to sell them. The silence is difficult to overcome and I usually give in.

I have no silence  or pause button  


One other thing I might add,  I am in a position to let the customer take home the  samples case, (accompanied by,  "take your time and find what works for ya")     I have several cases in some of the same brands.   Approaching a couple weeks I need them back right?    A simple phone call will usualy do it.

Posted By David G. on 01 Sep 2009 03:20 PM
I have no silence  or pause button  


One other thing I might add,  I am in a position to let the customer take home the  samples case, (accompanied by,  "take your time and find what works for ya")     I have several cases in some of the same brands.   Approaching a couple weeks I need them back right?    A simple phone call will usualy do it.

David, about a month ago, I called a lady that had taken a box of HiMacs home. I asked her if she had made a decision, she said they had decided to wait. I said ok, just keep me in mind when you want to consider this again. Prices are changing all the time, so maybe when you decide there will be even better sales going on.  I ask her if she could return the box of samples, she hesitated a little. She said she would drop them off by my shop one morning on her way to work.

When I arrived a few days later, the box was sitting by the door. When I picked the box up, it rattled, and when I opened it, over 1/2 of the samples were gone! UGGGHHHH!!!  I have tried to call her back, but no answer.
In almost 8 yrs, this was a first. Everyone has been so good to return them!

Kelesy,  I hope that one turns into a sale 

I entertain some customers at the shop/office but mosly I go to their home.

When I return for the samples I discreetly open the box.   Gives you a chance to spot a competitor's card or sample box too but really I think for us meeting at their home puts them at ease and details can be disccused.

Your right though,  just takes 1 to screw up a free lunch

We rarely give out the entire box, but I see the advantage of having the customer have a valuable item for which you can call back. Usually we give the 4x4 and they love the bigger size.

Posted By Kelsey Crisp on 01 Sep 2009 04:43 PM

When I arrived a few days later, the box was sitting by the door. When I picked the box up, it rattled, and when I opened it, over 1/2 of the samples were gone! UGGGHHHH!!!  I have tried to call her back, but no answer.
In almost 8 yrs, this was a first. Everyone has been so good to return them!

Kelsey,
We very rarely give out an entire box to a customer for that reason, she doesn't want to answer your calls because the missing samples are her kids new building blocks
We found that when customers start trying to select a color they were taking alot of them out of the different boxes and then you had all that extra time putting them back together. So when we redid our showroom we put 2 36" pantry cabinets with heavy duty roll out drawers, built dividers for them and put all our samples in them. Now we don't have a bunch of different boxes to pull out, and all the different brands we carry our easily accessable to our customers. We do have individual boxes that we use if we have to go to a customers home, but that is rare.

Mike,

Would you mind taking a picture of that cabinet and emailing or posting here.  I am pulling my hair out trying to come up with a system to display samples.

Posted By Andy on 01 Sep 2009 12:45 PM
I would be scared to make that call, but I guess it wouldn't hurt to try.

Maybe a variation of this would help to ease their minds that I am not trying to sell them. The silence is difficult to overcome and I usually give in.

Andy:

Without getting too psychoanalytical, what is there to be afraid of? You may make a mistake? Anyone who isn't making mistakes isn't doing anything. You may offend someone inadvertently? Big deal. Since when does anyone have the right to not be offended? Not only will it not hurt to try, not trying is definately hurting your sales.


"...I am not trying to sell them." Nonsense. Of course you are and unapologetically to boot. These people will pick the wrong countertop contractor if you don't sell them your services; you have a responsibility to them to do the right thing.


Why is it we admire excellent fabrication skills and the even more important sales skills are somehow looked down upon? Who's crazy idea is this? In our business you're fabricating nothing until a sale is made.


Joe

I think Joe has convinced me to at least try. I have no clue what I will actually say, but I will probably start with the ideas here on the thread. I don't see anyone totally objecting to this idea except Linda who is more involved with the customers than me.

Posted By Andy on 02 Sep 2009 10:30 AM
Mike,

Would you mind taking a picture of that cabinet and emailing or posting here.  I am pulling my hair out trying to come up with a system to display samples.

Andy,
Here are some Pics.
This is on one end of the showroom and measures about 16 1/2'.
It house all our small samples and literature.


This is the Solid Surface side.



Stone and Quartz Side.




Staron Display



Under the sink base.



We also have Manufacturer provide displays of Corian, Avonite, Zodiaq,
Viatara, Silestone, and Ceasarstone.