I was watching an inspiring video from Jason Fried and I am encouraged to share knowledge I think is important for anyone to know.
My core area of work involves a lot of follow ups with prospective clients who have enquired about our services on email. Typically if the client has shared enough details on the project, I respond to the enquiry with a proposal. However, sometimes we have clients who are unsure of how to go about hiring a web design company to do what they have in mind. These are the times when my other skills are put to use. Probing is one of them. I ask a series of open ended questions to find out what the client has in mind. Some questions are framed in such a way to trigger other thoughts that the client has not thought through. This way, he is encouraged to share what the vision of the company is or what the mission statement of the company is, both of which are crucial information when we design logos and websites.
Sending a proposal once the probing is done is only half the battle won. Even more important is follow-up. Most often, we have clients who write to half a dozen companies for competitive quotes. For want of business, companies quote a range of prices and the client is left confused with his options. What can set you apart in such situations is how well you follow up.
As much as it is important to send a quotation for the enquiry immediately, it is crucial that your client knows that he is dealing with professionals who really care about his project whatever the size of the business. When you follow up after you have sent the proposal, it is not enough to ask the client if decisions have been taken and if you have been short listed as likely vendor for the business. With the information you have from the probing and understanding of the client’s needs, you have enough pointers to send him interesting information that could add value to his business. For example, we often send links to our past works with companies in the related industry to give them ideas for their own website.
When the client senses that you are genuinely interested in working with him, he will give you business. Sometimes the client may have a valid reason why he may not be able to work with you immediately. But that follow up from you will help create a positive moment of truth in your prospects mind and he will remember you and the services offered by your company, should there arise another opportunity to work with you.
What other ways do you employ to make your prospective customer interested in your service?
