When a customer shows interest in your quote, the way you communicate can directly impact whether they choose to hire you. On the Toby platform, getting hired involves more than just creating a clear and complete expert profile. Good service etiquette and effective communication skills are just as important—they demonstrate your professionalism and respect for the customer, and they can influence your reviews and future hiring rates.
Below are some key communication habits and message suggestions to help you build a positive impression and attract more clients to reach out to you!
1. Customer Needs May Be Vague—Communication Is Crucial
On Toby, customers submit service requests via a questionnaire. However, these forms may not fully reflect their actual needs. This makes your communication skills especially important. By initiating polite, targeted questions, you can gain deeper insight into their expectations and increase your chances of being hired.
Common Mistakes:
❌ Avoid quoting prices too early
❌ Avoid generic greetings
Starting with just "Hi" or "Hello" doesn't convey professionalism and is likely to be overlooked.
Recommended Approach:
✅Self-introduction + experience + needs clarification
"Hello, I’m XXX, a fitness coach with over 3 years of experience helping 100+ clients achieve their fitness goals. I saw your request and would love to better understand your expectations so I can tailor a plan just for you."
Digging Deeper Into Customer Needs
Customers may not fully describe their needs in the form. You can ask further questions like:
Basic Info Collection:
"Would you mind sharing your height and weight so I can create a personalized training plan?"
Goal Prioritisation:
"Are you more focused on fat loss, muscle building, posture improvement, or injury prevention?"
Proactive Planning Suggestions:
"Based on your form, I suggest a weekly mix of cardio and strength training with dietary adjustments. Does this sound suitable?"
Highlight Additional Value:
"Would you be interested in tracking your meals and getting weekly progress reports? I can help arrange that too."
These communication strategies not only build rapport but also highlight your professionalism and attention to detail—ultimately increasing your chances of being hired.
2. Think From the Customer's Perspective—Don’t Push for a Quick Sale
Sometimes, being too eager to close the deal can drive customers away. Instead, put yourself in their shoes. Understand their concerns and pace the conversation naturally.
When a customer doesn’t respond immediately:
They may be comparing other quotes or busy with other matters. Avoid excessive follow-ups or pressure. Instead, leave a polite, non-pushy message.
✅ Suggested Replies：
- Leave room for follow-up
Hi! If you're interested in the service proposal I shared, feel free to reach out anytime."
- Explore other potential needs:
"If you're considering additional services, I’d be happy to offer suggestions tailored to your needs."
- Remind value + provide choices:
"I’ve adjusted the plan based on your feedback—let me know if it’s closer to what you’re looking for. Feel free to share any thoughts!"
When the customer has Questions or Doubts:
Customer questions are a sign of interest, not rejection. Express understanding and provide supporting information to build trust.
✅ Recommended Responses:
- Show empathy:
"I completely understand your budget concerns—many of my clients had similar thoughts initially."
- Clarify pricing:
"My rate includes a personalized training plan, instructional videos, and emergency support."
- Offer credibility:
"You can check reviews on my profile to see feedback from past clients."
- Enhance appeal:
"I can also offer a promotional plan for added flexibility."
Even if you’re Not Hired, respond Professionally
It’s common for customers to choose another Pro. A polite response helps leave a good impression and keeps the door open for future opportunities.
✅ Suggested Replies：
- If there’s still a chance to adjust:
"After reviewing your needs, I’ve optimized the plan. Feel free to see if it better suits your expectations."
- If the customer has chosen someone else:
"Thank you for the communication. I’ve noted your goals (e.g., fat loss & muscle gain). If you ever need support in the future, feel free to reach out. Wishing you all the best!"
If the customer doesn’t respond right away:
Avoid repeatedly asking for updates. Instead, leave a gentle, polite message:
-
"Hi, feel free to reach out anytime if you'd like to learn more about the plan I proposed."
-
"If you have other needs, I’d be happy to suggest additional services."
-
"I’ve adjusted the plan based on your preferences—let me know if it aligns better with your expectations."
If the customer has concerns about price or content:
This usually means they’re seeking clarity, not rejecting your service.
-
Show empathy:
"I understand your concerns about the budget—many clients feel the same initially." -
Explain what’s included:
"The price includes a tailored training plan, video tutorials, and ongoing support." -
Share social proof:
"You can check my past reviews and project samples for reference." -
Offer options:
"If needed, I can offer alternative packages for comparison."
3. Stay professional after being hired
Getting hired is just the beginning of building long-term client relationships. Be polite, responsive, and maintain a professional tone throughout.
✅ Suggested Response:
"Thank you for your trust in hiring me! If you need anything further or have follow-up questions, feel free to contact me anytime."
If you have any questions or need assistance, feel free to WhatsApp the Toby Quotation & Operations Team at 6555 1272 or email us at prosupport@hellotoby.com.
Our working hours are Monday to Friday, 9:30 AM to 6:00 PM (excluding public holidays).