Letdowns, lack of communication, and booking procedure.

[Excalibur]

Inspired by a few recent events.
Letdowns:
I got a nice NaD booking for a party near Lincoln, very pleasant customer, and a nice chat on the phone. Towards the end, she asked " What if you ( ie DJ ) cancel " ? Floored me somewhat, I don't get asked this very often. I explained that in the unlikely event of me being unable to fulfill the contract, I knew enough people who would step in.

This reassured her somewhat, and she explained that she had booked a DJ before, who cancelled on the morning of the function, and left her in the mire. I responded with the tried and tested " well, did you have a contract" ?
Answer, " No ".
I pointed out that with a contract in place, I was legally bound to turn up, or supply a suitable stand in. All good. In the subsequent email, I preached the sermon of contracts, raising the bar, and best practice with almost fervent religious zeal. Another convert, I hope. :)

Lack of communication:
The dangers of mobile devices, deleting conversations, and not keeping records. I was flabbergasted by an email from AmpDJ, to all East Yorkshire DJs. Turns out that a client had enquired through AmpDJ about a party, and been texted by a DJ :eek::eek::eek: ( I'm struggling with the concept of any half decent DJ sending a quote by text. ) :confused::confused::confused:
No matter, he'd seemed professional, capable, efficient and reputable ( oops, sorry. I think I meant to type " cheap " ), ;);) so she'd booked him. Lord knows how the booking process went. :confused:
She'd then proceeded to delete the text, and lost his contact details. Could AmpDJ come to the rescue, and find her chosen one? I'm just lost for words. :zip:

Booking Procedure:
Coincidence, or what? Hot on the heels of the AmpDJ fiasco, I got a reply to a quote for another NaD enquiry. I always expect the replies to be by email, and recently a lot of customers have rung to confirm, and have a chat with me. No problem.
This one came by text! In many years, this is a first. I've had one booking where it was ( almost ) all conducted by text, but that's how the initial enquiry arrived with me, so that's understandable.
So many folk use their phones for email, and to get a text instead is unusual.

Over to you, your thoughts and experiences welcome.

[scott23]

I honestly reckon that some people just don`t like to talk on the phone so much these days. I have had loads of texts from potential customers asking for quotes. I generally try and call them back but sometimes they don`t answer and keep texting you.

Also nowadays people are more confident just booking things or buying things online, therefore I make it easy enough for people to do just that. Need to move with times I would say... Personally I prefer a chat! I am presuming everyone on the forum does too otherwise I think you`r in the wrong profession.

Conclusion: move with the times.

[DeckstarDeluxe]

Text is a way of life, how many phone calls aren't made now because people would rather email. Text isn't really any different than a email when you think about it.

Personally I know where you're coming from and I have to say unless I had prior communication with the client then texting wouldn't be my chosen form of contact however some prefer to do so.

Like most on here though even if a client got in touch via text then I'm sure a contract would be forthcoming.

[yourdj]

I don't use the phone at all (unusual but thats just me) and especially would not communicate by text, unless it was "we are running 10 mins late for our meeting" Email and personal meetings all the way. :)

[Excalibur]

I honestly reckon that some people just don`t like to talk on the phone so much these days. I have had loads of texts from potential customers asking for quotes. I generally try and call them back but sometimes they don`t answer and keep texting you.
Some. I've found that a powerful tool in converting bookings is when you can speak on the phone to discuss details of the prospective function as the written ones aren't enough. This shows that you're actually interested in the function, and happy to alter aspects of your rig to suit.


Also nowadays people are more confident just booking things or buying things online, therefore I make it easy enough for people to do just that. Need to move with times I would say... Personally I prefer a chat! I am presuming everyone on the forum does too otherwise I think you`r in the wrong profession.
I think you're preaching to the converted here. Amen to all that.


Conclusion: move with the times.
Well yes, but.................. Some of the more mature members here fondly remember the booking process in the old days. Customer rings up, asks if you're available, and if you are, gives you the venue details. Job done. Simples. :)


Text is a way of life, how many phone calls aren't made now because people would rather email. Text isn't really any different than a email when you think about it.

Personally I know where you're coming from and I have to say unless I had prior communication with the client then texting wouldn't be my chosen form of contact however some prefer to do so.

Like most on here though even if a client got in touch via text then I'm sure a contract would be forthcoming.
Neil, I agree with all that, but I wouldn't be inclined to book anything by text. Email, no problem, but not text. I regard text as an informal means of contact, useful when one person can't answer the phone for whatever reason.

[Shakermaker Promotions]

I agree with your last comment Peter regarding texts.
I have had a number of texts out of the blue and to be honest with you, I view a quick text enquiry as one that I tend not to take seriously the majority of the time.
Reason being is that they are often short and to the point in my experience - "Are you free on *****?" or "How much do you charge?" type texts. Wherever possible I try to call the number back, I mean.....come on, a phone used to be for actually speaking to someone. If I can't get hold of them then I send them a text requesting that they send me an email with as much information as possible and I will get back to them as soon as possible. It doesn't matter where I am, I usually have either my iPhone or iPad with me and I can reply via email. The reason I mentioned that I don't tend to take them seriously is because about 25% of text enquiries I have received have not gone on to book with me.

I had one example about 3 weeks ago. I was at darts and received a text enquiry during the break for a wedding. It had quite a lot of information in it (date, venue, duration and it also said that 'she' had been at a wedding I'd done and the Bride had recommended me). The first thing I did was check my calendar and I saw that I was available so I replied by text thanking them for their enquiry, told them I was available and to email me all of the information so that I could send an accurate quotation.
Later that evening the email came through. I sent off the quotation thinking that it was a nailed on booking....I mean, she'd attended her friends wedding and got my number from the Bride herself.... But it never happened. I'm not saying it's because it was a text enquiry. It would obviously have happened whether it was face to face or email.
Her reason for not booking me was because her husband to be knew someone who he'd seen a number of times elsewhere. This wedding by the way is being held at one of, if not the most expensive venue in the area.

With reference to Let Down's - One of the things that surprises me most of all when I am having my meetings with the customers before their bookings is that 99.9% of the time I never get asked the question - "What happens if you can't make it or you're ill?", "Do you have cover?"
I end up making a joke about it towards the end of the meeting. I always say "Are you happy with everything we've gone over and do you have any questions for me?"
Most of the time they'll say that they're more than happy and don't have any questions as I have gone over everything so then I bring it up - "You haven't actually asked me what happens if I can't make it?"
Again, most of the time they'll sit there with a surprised look on their face as if they feel a bit silly because the thought hadn't crossed their minds so I re-assure them.
(It's also clearly stated in my Terms & Conditions anyway).

[Benny Smyth]

I once had an enquiry via Twitter. Imagine trying to get all the info you need in less than 140 characters.

Texts have happened a couple of times, each time I was not available, so 0% conversion rate on those (I've found texts tend to be a short time frame i.e. In a couple of weeks). Once via Facebook and once by Twitter. I'd say 75% is done by email with the rest by phone.

I personally prefer email as it does leave a paper trail but also, to be brutally honest here, I'm not a salesman - I'm a DJ. I actually have a white board in my office that has a list of points that I use as prompts when I get a telephone enquiry in case my mind goes blank.

[Excalibur]

I personally prefer email as it does leave a paper trail but also, to be brutally honest here, I'm not a salesman - I'm a DJ. I actually have a white board in my office that has a list of points that I use as prompts when I get a telephone enquiry in case my mind goes blank.

I'd say neither am I but: < own trumpet blowing mode enabled > although I never actively encourage them to book on the phone call, I think that if you convey that you're usually a happy little soul, you know what you're doing, and you have the equipment, knowledge and enthusiasm to provide what they are looking for or need, then you're quids in. As some folk have said on here many times " people buy people ". That's why the voice on the phone's such a valuable tool. < bashful and diffident mode resumed >

Without Email, I couldn't do this job nowadays. All such communications are available at the click of a mouse. Magic.

[DeckstarDeluxe]

Neil, I agree with all that, but I wouldn't be inclined to book anything by text. Email, no problem, but not text. I regard text as an informal means of contact, useful when one person can't answer the phone for whatever reason.

I do as well but on the bottom of most of my clients emails are signatures like "Sent from my iphone/android" so I think it could easily become a norm.

I expect to take my first wedding booking via whatsapp by the end of the year! lol

[Andy P]

I get replies and questions by text and messages on social media quite often - once i have spoke to them I get the email address and send out an info pack with my details and a booking form or contract etc. Then I keep in touch as in the past I have had clients lose the emails and forget who they booked.

[Benny Smyth]

I expect to take my first wedding booking via whatsapp by the end of the year! lol

WhatApp is the devil's work! I once had a bride send me one worded messages on WhatApp, like "Hey" AFTER the wedding. Got a bit awkward for me, so I blocked her.:thumbs_down:

[ppentertainments]

I'll take a booking via whatever method of communication they prefer - struggle a bit with smoke signals though lol

Lately a lot of bookings are coming via Facebook Messenger for weddings. I usually take screenshots and save them just incase. Not many weddings, but a LOT of Race Night bookings are coming in via text. So long as deposit is received and booking form completed I have no problem at all.