Here's What You Should be Saying in Your First Client Phone Call
Ask these five questions to make the most of that all-important first phone conversation
HouzzUK
5 April 2017
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We're the happy Houzz UK Team and you'll see us around the site answering questions,... More
To get the most from your first contact with a potential client, ditch the email and pick up the phone. By hearing the client’s voice and really talking to them about what they want, you’ll be able to assess if it’s a good fit for you both and close the deal more promptly.
Think of it as a way to learn – it’s less of a sales call, and more of a ‘discovery’ call. After the conversation you should be able to assess what the project will entail, and most importantly what it would be like to work with the client. Be a good listener, and try to ask the following questions.
Think of it as a way to learn – it’s less of a sales call, and more of a ‘discovery’ call. After the conversation you should be able to assess what the project will entail, and most importantly what it would be like to work with the client. Be a good listener, and try to ask the following questions.
1. How did you hear about us?
Prioritise this question, as the answer will yield valuable information that will save you both time. First, you’ll find out how much the potential client knows about you and your work. For example, if they found you through Houzz they’ll have seen your projects and read reviews, so will have an idea of your style from the off. This may also be the case with a client who was recommended by a friend.
Or, if they discovered you through other channels and don’t have as much knowledge of your work, you can assess how much time to spend helping them to get to know your business.
“For us, it’s really important to establish as quickly as possible whether we’re the right company they need to be speaking to,” says James Davies of Paper House Project. “For example, because we’ve designed bespoke kitchens for some of our projects we’re often contacted by people who think we’re kitchen designers.”
This question is also vital for marketing purposes. By learning which channels your potential customers are using to find your business, you can decide where to focus your efforts in the future.
Prioritise this question, as the answer will yield valuable information that will save you both time. First, you’ll find out how much the potential client knows about you and your work. For example, if they found you through Houzz they’ll have seen your projects and read reviews, so will have an idea of your style from the off. This may also be the case with a client who was recommended by a friend.
Or, if they discovered you through other channels and don’t have as much knowledge of your work, you can assess how much time to spend helping them to get to know your business.
“For us, it’s really important to establish as quickly as possible whether we’re the right company they need to be speaking to,” says James Davies of Paper House Project. “For example, because we’ve designed bespoke kitchens for some of our projects we’re often contacted by people who think we’re kitchen designers.”
This question is also vital for marketing purposes. By learning which channels your potential customers are using to find your business, you can decide where to focus your efforts in the future.
2. What’s your time schedule?
You’ll discuss basic deadlines, but there are other timing questions to ask, too. Why are they doing the project now? Is it due to budget, or to available time, for instance? By finding out as much as possible, you’ll be able to assess what the real timeframe is and work out a schedule to suit everyone.
You’ll discuss basic deadlines, but there are other timing questions to ask, too. Why are they doing the project now? Is it due to budget, or to available time, for instance? By finding out as much as possible, you’ll be able to assess what the real timeframe is and work out a schedule to suit everyone.
3. What’s your budget?
Encourage the potential client to be honest about their budget, and be realistic about your rates, too. If the client is anxious about your prices, this is an opportunity to explain them, and emphasise the value of your work. You can also find out where the client would like to save money, and also where they can afford to invest a bit more. Information about how the project will be financed will also be useful.
James Davies says “We want to establish sooner rather than later whether or not our fee structure fits in with a client’s budget. Half of all clients won’t consider design fees or VAT when calculating their construction budget.”
Encourage the potential client to be honest about their budget, and be realistic about your rates, too. If the client is anxious about your prices, this is an opportunity to explain them, and emphasise the value of your work. You can also find out where the client would like to save money, and also where they can afford to invest a bit more. Information about how the project will be financed will also be useful.
James Davies says “We want to establish sooner rather than later whether or not our fee structure fits in with a client’s budget. Half of all clients won’t consider design fees or VAT when calculating their construction budget.”
4. Who is making the decisions?
Factor in all the potential decision makers and find out who is ultimately in charge of the project. You don’t want to spend time and effort with a client reaching a decision, only to find it might be vetoed by a spouse or partner.
Try to get an idea of the household dynamics, and if you think there might be some conflicting opinions, you could try to ensure all parties are present at meetings going forward.
Factor in all the potential decision makers and find out who is ultimately in charge of the project. You don’t want to spend time and effort with a client reaching a decision, only to find it might be vetoed by a spouse or partner.
Try to get an idea of the household dynamics, and if you think there might be some conflicting opinions, you could try to ensure all parties are present at meetings going forward.
5. What’s the purpose of this project?
As well as asking ‘what’ the client wants to achieve, ask ‘why’. What will the space be used for, how do they want it to feel and how will it affect the lives of those who use it? Questions like these will establish what they ultimately want to accomplish, and whether your business can help them.
Get free downloadable sample questions here.
Tell us…
How do you handle discovery calls with potential clients? Share your tips and tricks in the Comments below.
As well as asking ‘what’ the client wants to achieve, ask ‘why’. What will the space be used for, how do they want it to feel and how will it affect the lives of those who use it? Questions like these will establish what they ultimately want to accomplish, and whether your business can help them.
Get free downloadable sample questions here.
Tell us…
How do you handle discovery calls with potential clients? Share your tips and tricks in the Comments below.
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This article covers the important aspects of a call to clients beautifully. Figuring out the 'what, when, why, how and who' is such a crucial step to a successful outcome for both buyer and seller.