POLL: Replying to Potential Client Inquiries

[David Fermani]

A potential client e-mails you inquiring about your prices and info about your services. In the bottom of his email his number is listed in the signature line as it looks like he e-mailed you from his work.



POLL



Do you:

• Reply back with your contact info and ask him to call you
  
• Reply back with a detailed list of information about your prices/services
  
• Call him directly to discuss
  
• Other
  

 

[Richard Grasa]

As he emailed me, I would assume this is his preffered method of communication. This is true for alot of people these days, including myself. Email helps you keep the entire communication in writing in case you need to refer back to something, like if the customer says, no that's not the price we agreed on, you have it right there in writing. This comes from my corporate background, 95% of our communication was through email and it helped solve alot of conflicts because everything was in writing. So I would email him back with all the details and end the email with "When would you would like to book your appointment?".

 

[911fanatic]

I agree. Email the details and contact by phone to set up the appointment. I like talking with someone when setting up the appointment.

 

[David Fermani]

You guys are hard sellers. Asking for an appointement when the prospect is only asking for prices and info....

 

[Nth Degree]

I will usually email back with a few clarifying questions. I hate giving a quote for one level of service only to find that they had something completely different in mind. The more specific information I can give them with the initial, rough quote the better chance they book with me. Just throwing out some numbers will likely send them elsewhere since I am not the cheapest in the area by a long shot.

 

[Perfections]

Before I recommend services I ask what their expectations are for the service, like problems they are seeing and would like taken care of. I always try to get responses asking basic questions they can answer. It builds relationships along with making them be part of the experience and builds trust allowing them to think I'm really trying to take care of their problems/issues. My only problem with new customers that are inquiring via email is usually they aren't referrals and when you tell them it'll be 2-3 months before you can get to their car it's usually a turn off. :/

 

[C. Charles Hahn]

You guys are hard sellers. Asking for an appointement when the prospect is only asking for prices and info....

Actually, the smart play is to ask for an appointment to give them a "free consultation" if the customer is local. I either ask them if they want to stop by, or I offer to go to them and look over their vehicle. That's really the easiest way to not only make sure I'm giving an accurate quote, but also to upsell them on extra services and close.



People tend to like the idea of knowing exactly how much they'll be paying and what they'll be getting in advance as opposed to being upsold or otherwise given a surprise when they show up for an appointment and discover that the cost is going to be higher than the "starting at" price I advertise.



In either case, I still try to ask clarifying questions via email to get a baseline idea of what they're looking for. I figure if the person wanted to talk on the phone they would have just called me since my number is on my website right next to the email contact form.

 

[Richard Grasa]

It's definitely a case by case thing, you need to fine tune your response to what the customer is looking for. But asking when they would like to book the detail is a call to action, which is important in sales. If they are not ready to book the detail, and have more questions, then they will usually tell you and you can answer their questions and then ask again when they would like to book without sounding pushy. It takes practice to fine tune your response in that first email and then other emails down the chain. If the customer is obviously looking for correction or they said a part of the car was recently repainted, etc, then it would be more effective to ask if you can come see the car before you quote. But for 90% of my customers, asking for the sale up front works very well. YMMV though, as what works for one may not work for another, depending on your target market, your area, etc. There are some instances when I will def not ask for the sale in that first email, but ask more clarifying questions first, or ask to see the car first. You just have to feel out that first email from them and tune your response to that.



I'm not worried about scaring anyone away by telling them my prices up front. If that scares them off, I prob would not want them as a client anyway as they are most likely price shopping and I don't cater to that. I want the clients that are looking for quality work and are willing to pay for it. These types usually realize you are not going to be the cheapest, but that is not their priority, quality of work is.

 

[Richard Grasa]

Another thing I can say is selling is not always about selling your services, it's about selling yourself. I will make it a point to answer any questions the customer may have in "explicit details" , even if that means telling them about a product that they can use to easily fix some problem they have themselves. I have sold many details by doing this, as the customer will then see me as very trustworthy and wanting to help. I've been told by many people that they decided to go with me because I was willing to put it all out there on the table, while my competitor would not give them any advice, but only told them if they want the problem fixed to come to them and they will do it and that's that. Sell yourself and show you are willing to help and you will sell many, many details and have many, many very loyal customers

 

[David Fermani]

Here's my selection based on my own experiences as well as what I have been trained to do:



Pick up the phone and call the prospect immediately. (this is the main vein to the sale)



You don't know if this person is shopping for detailers, is price concious or is just waiting to be Wowwed by what you have to offer. People need to trust someone with the chore of caring for thier vehicle. The computer just isn't the best way to close a sale. Meeting them face to face helps a ton. By replying back via e-mail you dramatically reduce your time to capture the sale by allowing someone else to take over where you left off. I sold cars for several years at a high volume Ford dealer and we were coached on this specific thing (and many others) whenever someone made an inquiry into us. I've used this basic concept when I had my business and even right up to this very moment with great success.



Also, avoid giving prices by phone, e-mail or even on your website from what I have also been instructed. The biggest thing you stand to gain is by positioning yourself to set up a time to meet with the person and see their vehicle as soon as possible. When there, give price ranges and avoid giving exact prices until you absolutely have to. Upon your initial meet/greet you need to conduct yourself professionally and concentrate on asking several key questions as well as listening/diagnosing what their input/responses are to help you gauge your price point for the job. Also, after your initial phone conversation, then follow up with a nice e-mail stating that you're looking forward to meeting with them AND also send one after you've met thanking them for their time and looking forward to working with them.

 

[Richard Grasa]

Good stuff, David, if it works for you, then by all means keep doing it. I think though, we are all individuals and what works for selling for one personality type may not work as well for another.



Emailing the customer back has been working quite well for me, I have closed damn close to 100% of sales that way when the customer emails me. Maybe it's just that all my years in corporate has made me an effective email communicator, but it works for me. I say find what works for you and do it. I have also closed almost 100% of sales when the person calls me as well, I think it's mainly because of my demeanor on the phone and I come across as very friendly and trustworthy and willing to give advice. Instead of selling the service (they already know what the service is), I try to sell myself and it works well.



Also, IMO selling cars and selling a service is like comparing apples to oranges. I think people get frustrated when you won't give them a definite price up front. There's many ways to close a sale, do what you have found to work for you, what you are comfortable with, and take it on a case by case basis and fine tune your selling technique to each situation. It takes ALOT of practice, especially if you are not a natural salesperson.

 

[David Fermani]

I have also closed almost 100% of sales when the person calls me as well, I think it's mainly because of my demeanor on the phone and I come across as very friendly and trustworthy and willing to give advice. Instead of selling the service (they already know what the service is), I try to sell myself and it works well.

Another thing I can say is selling is not always about selling your services, it's about selling yourself. I will make it a point to answer any questions the customer may have in "explicit details" , even if that means telling them about a product that they can use to easily fix some problem they have themselves. I have sold many details by doing this, as the customer will then see me as very trustworthy and wanting to help. I've been told by many people that they decided to go with me because I was willing to put it all out there on the table, while my competitor would not give them any advice, but only told them if they want the problem fixed to come to them and they will do it and that's that. Sell yourself and show you are willing to help and you will sell many, many details and have many, many very loyal customers

Exactly my point and that cannot always be conveyed through e-mail. Calling someone reinforces their decision (I would hope) to go with you and dealing with them face to face makes an even stronger impact.

IMO selling cars and selling a service is like comparing apples to oranges.

Not exactly IMHO. Having experience “selling” (on any professional level) can transfer into all inter-personal business relationships. It’s what I think is the backbone to a successful business and business person.

I think people get frustrated when you won't give them a definite price up front.

I agree and you certainly need to know your boundaries, but avoid getting yourself into the trick bag by giving an exact price without making the denotation that every car is different and the prices you are quoting are based on a presumed condition. People will downright lie about the real condition of their vehicle. How many times have people said “it looks great, just needs a good wax job” and it’s swirled to all heck? Going there and showing them the condition, giving them options and allowing them to make choices based on their wants and needs are very important.



Side note:

Anyone ever call detailers/detail shops for the fun of it and pretend you’re a customer wanting a detail? I have and almost everyone I talk to lacks emotion, empathy, professionalism & charisma (besides knowing only marginal info about detailing). It’s usually apparent that you’re talking to a technician and not a professional business person. I always hang up the phone scratching my head

 

[Richard Grasa]

Not exactly IMHO. Having experience “selling” (on any professional level) can transfer into all inter-personal business relationships. It’s what I think is the backbone to a successful business and business person.







I agree and you certainly need to know your boundaries, but avoid getting yourself into the trick bag by giving an exact price without making the denotation that every car is different and the prices you are quoting are based on a presumed condition. People will downright lie about the real condition of their vehicle. How many times have people said “it looks great, just needs a good wax job” and it’s swirled to all heck? Going there and showing them the condition, giving them options and allowing them to make choices based on their wants and needs are very important.



Side note:

Anyone ever call detailers/detail shops for the fun of it and pretend you’re a customer wanting a detail? I have and almost everyone I talk to lacks emotion, empathy, professionalism & charisma (besides knowing only marginal info about detailing). It’s usually apparent that you’re talking to a technician and not a professional business person. I always hang up the phone scratching my head

David, you are definitely a much more experienced salesperson than I am and I appreciate your advice and I will try to use it to make myself a better seller.



When I say a definite price up front, I mean after looking at their car I will give them a definite quote that I promise not to go over. When dealing in email, I make sure they understand that my quote may change when I do see the car in person.



EDIT: Here's a snippet from a recent email (slightly edited with the X): " Please note that this price reflects the vehicles being in average, non-neglected condition. Anything that may add extra time to the detail, such as excessive road tar, difficult to remove pet hair, etc will result in an increase in price at $X/hr. The time included for the Basic Detail for each vehicle is X hours, if I need to go over X hours for either vehicle, you will be billed accordingly."



I actually have called different shops, not just detail shops, but many other service businesses as well and 95% of the time, like you said, it's so cold and impersonal you just don't want to do business with them because of that. So when people call me, after calling other shops and getting that treatment, it's an easy sell because I am warm and friendly and very willing to help them. I just don't get how so many business owners just don't get it.

 

[imported_Quenga]

I would call, leave a message and then respond to the e-mail. You can't give people time to think, they'll talk themselves out of it. Do a good job and make them realize it was worth it.



Nobody needs a clean car, they want it. It's your job as a business to give them what they want, even when they sometimes want to talk themselves out of it.

 

[C. Charles Hahn]

Here's my selection based on my own experiences as well as what I have been trained to do:



Pick up the phone and call the prospect immediately. (this is the main vein to the sale)



You don't know if this person is shopping for detailers, is price concious or is just waiting to be Wowwed by what you have to offer. People need to trust someone with the chore of caring for thier vehicle. The computer just isn't the best way to close a sale. Meeting them face to face helps a ton. By replying back via e-mail you dramatically reduce your time to capture the sale by allowing someone else to take over where you left off. I sold cars for several years at a high volume Ford dealer and we were coached on this specific thing (and many others) whenever someone made an inquiry into us. I've used this basic concept when I had my business and even right up to this very moment with great success.

Interestingly enough, when I've contacted dealerships through their "Internet Sales Consultant" or "Internet Manager" in email, most tend to do the majority of their responding via email, and don't pick up the phone to call until later on down the line. I do understand your point that replying by email doesn't force the immediate attention of the prospect; but in this day and age, it seems that a lot of people don't really *want* that kind of disruption in their day -- they prefer to have email or text messages that they can read and respond to at their convenience. I guess it's just another one of those things where you have to try reading people to determine what they'll be won over by.

 

[Deep Gloss Auto Salon]

My response:

Hello "XXX"



In order for me to give you a quote I would need to see your vehicle for a “pre detail inspection”. This will give me a chance to evaluate the condition of the vehicle and come to a consensus on the level of paint correction you wish to achieve. Once we are “on the same page” in terms of the current condition of your paint and the expectations of where the paint will be post detail I will send you a customized quote including:



• List of all services agreed to

• Estimate for said work

• Proposed drop off data and time

• Proposed vehicle pick up data and time



The initial pre detail inspection is done at no cost to you.



My hourly rate is $45 per man hour. Average paint correction work requires 15-18 hours.



Please let me know if you would have time on XXX to stop by my place so I can inspect your vehicle and give you a quote



Thank You,



Jason Paris

Deep Gloss Auto Salon

For Discriminating Automotive Enthusiasts who Demand the Best!

 

[Deep Gloss Auto Salon]

Here's my selection based on my own experiences as well as what I have been trained to do:



Pick up the phone and call the prospect immediately. (this is the main vein

If I fill out an on-line questionare or request for service I personally get annoyed if the call me. If I wanted to talk to you I would have called you is my perspective.



I know back in the old school the way was to stay in close and constant telephone contact with your prospects but with todays hustle and bustle busy lifestyle it is not an annoyance. In fact, a couple dealerships have lost sales with me and received very couteous calls to the sales manager to explain my adverse reaction to the sales tactics.

 

[IHA Mark]

I would call them, but on the other hand on my online appointment form it asks for their phone number. My opinion is if they do not want me to call them directly, they should put that in my comments box. Almost every single online appointment form I receive is during the evening/nighttime, so thats often the reason they did not call.



If you send me an online appointment request, I'm going to assume you don't have any problems talking to me, so I'm going to call you. Simple as that.



Most of my clients are thrilled that I call them first thing in the morning, often shocked that it took so little time to get back to them. Also, in a phone discussion you can up-sell much better than over e-mail, and answer questions without having several correspondence which can lead to wires getting crossed and the actual appointment delayed or not made at all.



One other thing, I find that MOST people are not glued to their e-mail. If you send an average person an e-mail, it might take days for him or her to get back to you. Take the initiative.

 

[imported_Quenga]

How about this idea.



E-mail them back and give them a number to text. That's what I do if they don't give me a number to call. It works. People don't want to talk on the phone, but if you give me your phone number, I'm calling you regardless. If not, shoot me a text. If you don't talk to your customers via text, you could be missing out. I schedule all appointments by text right now and my customers prefer it.

 

[Richard Grasa]

How about this idea.



E-mail them back and give them a number to text. That's what I do if they don't give me a number to call. It works. People don't want to talk on the phone, but if you give me your phone number, I'm calling you regardless. If not, shoot me a text. If you don't talk to your customers via text, you could be missing out. I schedule all appointments by text right now and my customers prefer it.

I've only set up one appointment through texting, and that was after already emailing and talking with them on the phone, they just texted me to confirm the appointment. Alot of my target demographic are on the older, more mature side and those people are really not into texting, it's mostly a younger person's thing, IME anyway. You really schedule all of your appointments through texts? Do you have a wide range of different types of clients? Or maybe the more mature crowd is just more into texting out in Cali than they are here.