Does your phone just keep ringing?
How do you get anything done? Sound familiar???
Reality is, you pay a lot of money for that phone to ring.
The best way to build rapport and educate clients before they actually come in is on that phone call.
So why are we so fearful of answering the calls?
Is it a fear of rejection? Are we worried that the caller is not going to understand or appreciate the work we do? Are we simply ill prepared for it?
We spend so much time, effort & money into building the very best web-site, a Facebook Page, a Blog, flyers, a monthly special etc., that we forget to invest in those that are answering the calls generated from our marketing efforts.
In a world that relies so heavily on speed and on line booking, there is a real self serve mentality. In fact most industries are creating virtual receptionists that attempt to answer your call by diverting you through a menu of possibilities.
Imagine…: For portraiture press 1, for commercial enquires press 2, for wedding enquiries press 3….
The menus just lead you through a network superhighway of intricate sub-menus that leave you feeling frustrated and ignored.
People crave service, good service! You will be well rewarded if it is recognised and consistently given to all clients without exception.
Most of us believe that in order to provide good service over the phone, we need to have all the right answers.
In actual fact all we really need to have the right questions. Otherwise, you may as well be pouring your leads into a bucket full of holes.
So, what are the right questions? Communication is all about active listening, and encouraging the caller to expand and develop their initial concept into something truly inspirational.
So when the caller starts with “How much does it cost?”, we need to be prepared with a series of questions to understand the caller.
The portrait studios that I have mentored have translated this very question of “How much is it?” to “I am really sorry, but I really have no idea of how to buy photography, can you help me?”.
They are now achieving a higher number of bookings over the phone. Educating themselves about what the client wants, and educating the client about buying photography.
Each booking is better qualified and educated, contributing to greater average sales.
Obviously it should never be your intention to avoid the “how much?” question, but to seek to understand the caller before being understood.
If you can take the time to understand the caller, through a series of questions, you will be better equipped to take that caller on a journey of what is possible.
They are then better able to value your worth, before you answer the “How much?” question.
…. And remember people can hear you smiling on the phone!!!