The 5 minute task that could win you work
By Marnie B (@marnieb) in Workflow » Sales & Marketing
My graphic and web design company has been running for more than four years now, and there’s one thing I’ve noticed that gets more work in the door than anything else. You might think I’m talking about email marketing, cold calling or Google Adwords, but you’d be wrong. I’m talking about making the effort to follow up with a potential client after sending them a quote.
Following up doesn’t have to take long, cost you anything or be a hard sell. In fact, I’ve found the exact opposite to be far more effective.
After putting together a quote or proposal for a client, I usually hear back within a few days of emailing it to them. If more than a week goes by and I’ve heard nothing, I like to pick up the phone and call to ask if the client has anything they’d like to discuss about the proposal. I find this small task – that usually takes no more than 5 minutes of my day – to be useful for two reasons: 1. it shows the client I haven’t forgotten about them, and 2. it’s a good chance to open the communication channels and discuss the client’s options if they were confused by something within the proposal or the amount quoted was completely out of their budget.
Here are three simple ways you can follow up with the client, without wasting too much time or scaring them off.
Make sure they received the quote
Sent a quote and heard zilch from the client since? Send them a short and sweet email to make sure they received it. I’ve sent quotes in the past that have ended up in the client’s junk mail folder and they had assumed I didn’t bother to send it, until I queried them. Make sure it arrived safely, and see where the conversation heads.
Call to see if they have any questions
I know the phone is scary for us webgeeks, but if it means the difference between a quiet month and reaching your targets, face your fears! If you’re quoting on a reasonably large job and asking for thousands, the client deserves a phone call.
A lot of clients will simply disappear after receiving a quote that was too high. If you don’t call them to discuss the quote, you can’t offer them a more budget friendly alternative, if there is one.
Jobs like this also have the potential for a lot of confusion about what is and isn’t included, timeframes and payment terms. Calling the client allows for an open discussion about these issues, and putting their mind at ease might just be what they need to sign on.
Give them priority booking
If you’re schedule is looking pretty hectic but you’d like to work with the client, be honest with them about it. Letting them know that you’re almost at a point where you need to close your books but you’d really like to work with them on their project creates a sense of urgency and may push the client to agree to hire you on the spot.
Just remember – don’t just take their word for it. Don’t start turning away other clients until you have a contract in place with this one and the work is guaranteed.
So, do you do it?
I’d really love to know if you make the effort to follow up quotes. If you do, what approach do you take? If you don’t, why not? Is it lack of time or confidence, or something else? Leave a comment and let me know!.
By Marnie Bergan
Marnie B is a graphic designer based in Australia. She blogs about design when she's not designing or sleeping, and loves cupcakes, her iPhone and tweeting.
You can find out more about Marnie here or you can catch up with her online via Twitter or Facebook.
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Are you serious? You mean I need to communicate with actual human beings?
Nice post Marnie. Over the past couple of years I have been in the industry there have been numerous times where are simple follow-up phone call has secured me a client.
You are right, it is not about the hard sell either. Most clients are appreciative of initiative and a professional approach. It gives you a chance to show them you actually know what you are talking about.
Duane´s last post: How Can We Improve the Design Community?
I think it also gives you a chance to show you’re human. You can laugh, you can joke and you can relate to them. People like knowing that they’re getting into a business relationship with someone they can ‘talk’ to also.
JB
I know, Duane. *shock!* *horror!* I think us web people get far too comfortable with email and Twitter…
Absolutely – definitely not about the hard sell. I agree, it’s a great opportunity to show you know your stuff.
Thanks for the comment, as always!