Lately I’ve been going over some notes. What makes a business owner convert phone calls and lead to customers. In other words I was just sitting here pondering how long I can get 5 phone calls and end up with one paying customer. While another guy or gal convert 5 phone calls to 3 or 4 paying customers. So what is it, what’s the reason?
In our business we do call forwarding. What that means is we transfer phone calls from our call system to a business owner. In other words we transfer customers to business owners through a call tracking system. We have the inside scoop, and we can listen in to these phone calls see how people and their deals “customers”.
Here’s a few examples of what we have found. To make this easy business owner number 1 or the guy that gets 5 phone calls and end up with one paying customer is going to be Adam. So I will refer to this owner as Adam so you’re not confused and we can move along with what I’m trying to get to. So if I’m your number one is Adam then owner number 2 or the business owner that gets 3 to 4 paying customers out of 5 phone calls will be Eve. Hopefully this simplifies things.
let’s just say both of these owners are in the carpet cleaning business. We begin with Adam. The phone rings, Adam picks it up; Hello… “click.” The phone rings again; Hello… (from the other end) uh is this the carpet cleaning company. Adam replies; Yes this is the carpet cleaning company. The customer on the other end of the phone is confused at this point and already uninterested. Adams day continues like this confusion and a lot of Hang-Ups. Why does Adam answer his phone like this?
Let’s listen to what Eve has to say for herself. The phone rings Eve picks it up; Hello this is XYZ carpet cleaning company you are speaking to Eve what can I do for you? The customer on the other end user response to this situation like; Yes you I was wondering how much it would cost to get my carpet cleaned? To me it is already farther along in this game than Adam ever seems to make it. All she has done is made yourself clear. This next part Adam would say something like; Where the best don’t call anybody else I’m just as much a square foot let me take care of your house I can be there soon as I can. While it sounds like Adam really wants to work he doesn’t seem to get it. The customer just wanted to know the price range at this point. Eve’s response to this is well normally we like to look at your carpets before we make a final decision but we can give you a rough estimate and that would be something in the ballpark of “blank.” Then Eve would go on about what they do that’s different than anyone else.
I think you’re getting the point here. The difference between a sale and a hang up sometimes – “sometimes” can just be your attitude. How you handle a phone call and answer the customers needs can be very important. Eve Wins most the time because she’s clear and to the point. Adam loses because he doesn’t know what he’s doing and answer the phone like an amateur. Learn how to be a business professional. Learn how to answer your phone. Learn how to be a Salesman slash woman.