Life is all about the follow-up. Especially when it comes to closing the deal.
Some of the Pro want to avoid being annoying at the risk of getting rejected, so they will just send out the quote and wait around for the customer to get back to them. However, most of the time they won't be able to get any response because the customers already hired another Pro who had proactively followed up with them.
Following up is more art than science. The more you do it, the better you get at it. To give you a starting point, Here are the tips to turn the passive customers into hires through a regular follow up.
Three Steps for Great Follow Up
1. Send A Customized Quote: Based on the customer request detail, send a personalized quote to greet the customer and show you're qualified. Check out " Write an impressive quote " for detail.
2. Follow up message: To make the life easier, HelloToby informs you through Email notification and App Push notification when your quote has been viewed so you know when is the perfect time to send the follow-up message. It's very important to do it to show you're interested in the job.
" Hi Denis, thanks for checking the quote, how do you think about the quote? "
3. Whatsapp/Call Follow Up: Some of the customers get busy and forgot to check the HelloToby message, but it doesn't mean they don't need the service anymore. Instead of doing nothing, you should make a follow-up call or send a Whatsapp message in their preferable timeslot express you are still interested in the project.
" Hi Denis, not sure if you've hired the Guitar teacher, if not yet, I wanted to let you know about a promotion package we have until the end of the month. If you're interested, please let me know, I will be happy to share more. Thanks! "
Keep it short: Avoid long-winded formalities. We all busy to read through three paragraphs of meaningless pleasantries, and smart people will know they’re meaningless copy+paste phrases you use on every lead. Be nice, but get to the point.
" Hi May, if you haven't hired your photographer, I would love to capture your special day! Based on your information, I have selected 3 genres of photography you may like. Please let me know how do you like it. Thanks! "
Stay persistently friendly: Have an attitude of indifference if they don’t respond. Impress them with your great follow up.
" Hi Jimmy, knowing you're busy to go for the detail, here is our recent graphic design project summary we just completed. Please check it out and give me a call when you're ready to chat details. Thanks. "
Offer an incentive: Don't there are 4 Pro sent the Quote the customers at maximum, sometimes, it's good to offer a discount to close the deal quickly.
" Hi Fiona, we're offering a 15% off discount for the new Yoga student and hope you like it. Look forward to hearing back from you. "
Never ever make them feel or do anything guilt-inducing. Avoid saying things like “Why haven’t you responded to me so far? I've sent you 10 messages already!!”
Which medium is best for follow up?
Following up On HelloToby Chatroom
We suggest always use HelloToby chatroom as the first contact point. It's much easier to invite the customer to "confirm the hiring status" and write a nice review for you after finishing the Project.
Following up on Whatsapp
If no response from the customer on HelloToby Chatroom which might because they forgot to check the HelloToby notification. Then Whatsapp is the best option to remind customer you're interested in the project. Don't forget to introduce you are the Pro from HelloToby and would like to share more detail with him/her about the service request.
Following up by phone
When you call, there’s a higher risk that your follow-up will annoy the customer if it's not his/her first contact option. Therefore only call at their preferable timeslot if no response from other channels. If you have tried to call two times and still no response, call again and leave a voice message. NO MORE. More than it can be perceived as too invasive and annoying.
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