Responding to Email Enquiries

[alanni1]

Hi

Just wondering what your throughts are regarding responding to enquiries received by Email. If a telephone number is supplied how many of you would lift the telephone and give a quote etc via that means while at the same time 'selling your services' or do you respond with a quote via Email as you consider the telephone route too pushy ?

Your thoughts would be appreciated :confused: .

Alan

[rob1963]

Hi

Just wondering what your throughts are regarding responding to enquiries received by Email. If a telephone number is supplied how many of you would lift the telephone and give a quote etc via that means while at the same time 'selling your services' or do you respond with a quote via Email as you consider the telephone route too pushy ?

Your thoughts would be appreciated :confused: .

Alan

Hi Alan,

Most of my queries come in via email. Sometimes they give a telephone number, although usually they don't.

Either way, I always reply to email queries by email - unless they specifically ask me to telephone them.

Works for me.

[CRAZY K]

Hi

Just wondering what your throughts are regarding responding to enquiries received by Email. If a telephone number is supplied how many of you would lift the telephone and give a quote etc via that means while at the same time 'selling your services' or do you respond with a quote via Email as you consider the telephone route too pushy ?

Your thoughts would be appreciated :confused: .

Alan

I dont ask for phone numbers on quote requests deliberately so as not to give the "pushy" image as you say.

In my opinion if they wanted early phone contact they would ( and very often do ) pick up a phone and ring me directly.

However what I do is give them my number when sending the email quote inviting them to phone without obligation if they have any queries or wish to discuss further or even make a booking:D

That way people feel more relaxed---the only problem is when they dont give enough info on their email requests to give a quote---like

Where are you holding the function--answer in the local Village Hall:D :D :D


CRAZY K

[leighinstoke]

I always ask for more info so i can give a detailed quote - as they often ask "can you do a disco for 4 hours for me?" - no location, etc.

Only once I've got all the info, will I give a ball-park price.

Leigh....

[Ricesnaps]

Am I the only one.

If I get a telephone number I ALWAYS call.

9 times out of 10, the call and my sales pitch gets me the gig. Generally I am less successful with email replies.

Surely getting the gig is what's it's all about and a phone call is a much better way to respond to any questions than email!

Try calling a mobile back Crazy???

[DAZLIN01]

Am I the only one.

If I get a telephone number I ALWAYS call.

9 times out of 10, the call and my sales pitch gets me the gig. Generally I am less successful with email replies.

Surely getting the gig is what's it's all about and a phone call is a much better way to respond to any questions than email!

Try calling a mobile back Crazy???

I'm with Rice on this one.

If there's a number I'll call, from my experience people like to talk to the person who'll be entertaining their friends and relatives.

However, a vast number of e-mail enquiries don't have a number. It can be quite difficult to quote on a 4 hour disco within 20 miles, so try and quote sensibly but say please contact for a specific quote.

[TonyB]

I always phone too if there is a number and get a much higher take up rate than by email. You don't have to be pushy, just confirm a few details and quote the price. Usually they ask what they have to do next to confirm the booking.

[rob1963]

I think that it's common sense to reply using the same method as the query, unless instructed to do otherwise.

A couple of times, I've had a query in the post, so I've also replied by letter.

If I have a message on my answerphone, I use the phone to contact them.

If a query comes through by email (as most of mine do), then I will also reply by email (unless of course they specifically ask me to call them). Most of my email queries don't have a phone number anyway, so emailing them is my only option.

As already stated, I wouldnt want to phone them in reply to an email, as it may come over as being a bit pushy. You might also phone them back at an inconvenient time...which won't exactly endear you to them!

Someone mentioned that they will probably want to speak to the actual person who will be entertaining them at their party. In that case, all they have to do is call you in the first place, or email you with their phone number & ask you to call them back.

[Shaun]

r.

If I have a message on my answerphone, I use the phone to contact them.

If a query comes through by email (as most of mine do), then I will also reply by email (unless of course they specifically ask me to call them).


This is pretty much what I do to, and it works well for me.

[rob1963]

Shaun - great minds think alike!

;)

[PropellerHeadCase]

I agree that responding by the medium through which the enquiry has come is the way to do it. If the email contains a phone number I will do a follow-up phone call about three days after the email response to make sure they have it and ascertain if they have additional questions, etc.

[Ricesnaps]

As already stated, I wouldnt want to phone them in reply to an email, as it may come over as being a bit pushy. You might also phone them back at an inconvenient time...which won't exactly endear you to them!

Someone mentioned that they will probably want to speak to the actual person who will be entertaining them at their party. In that case, all they have to do is call you in the first place, or email you with their phone number & ask you to call them back.
I think this goes back to good business practice and wanting to promote and sell your business.

I really can't understand why any of us would be worried about the things you suggest Rob. It makes absolutely no business sense to pussy foot around a potential client. Surely the best and most direct contact method makes sure you get the gig.

I also tend to find that 90% of email enquiries contain way to little information to provide a good quote anyway and I end up having to reply by email asking extra questions, hope I get a reply and then emailing back if I do. A simple phone call completely gets rid of all that. Why would they give yo a phone number in there emal if they didn't want you to call?

But seriously, try the phone call next time you get an email, just for me, and let me know if I'm right?

[rob1963]

I think this goes back to good business practice

I also tend to find that 90% of email enquiries contain way to little information to provide a good quote anyway and I end up having to reply by email asking extra questions, hope I get a reply and then emailing back if I do. A simple phone call completely gets rid of all that. Why would they give you a phone number in there email if they didn't want you to call?

But seriously, try the phone call next time you get an email, just for me, and let me know if I'm right?

Ricesnaps,

Good business practice means different things to people, and this thread has produced a variety of differing views, so there is no right or wrong here, just doing what we are happy with & what works for us.

As far as most emails not containing enough info to give a proper quote, that's never a problem for me, because, as you know, I have fixed prices (subject to 3 basic criteria).

Most of the time I can't phone even if I want to, because only about 20% of my email queries contain a phone number. That suggests to me that 80% of those who query by email would also like me to reply by email...so thats what I do.

As for me TRYING the phone call, I'll give it some consideration!

:)

[Shaun]

There's no right or wrong answer here......just what's right for you and your business.

[Ricesnaps]

As far as most emails not containing enough info to give a proper quote, that's never a problem for me, because, as you know, I have fixed prices (subject to 3 basic criteria).

So if I emailed you and said "I'm planning a party next month on X date, how much for a disco?" you'd email me with a quote?

Maybe it's just me, but even though I also publish my prices on my site AND I have sections explaining what parameters make a difference to my prices, I still get emails just like that. If I'm lucky I'll get a location, but not always. I generally won't know if it's a 12 midnight finish, if they have 50 or 500 guests, whether there is good access to the hall... and so on. YES, generally it will result in a fairly standard price, but most of the time an email won't tell me that.

The other advantage with a phone call is that it allows you to be a salesman. Not sure how you would effectively upsell your product in an email?

[rob1963]

So if I emailed you and said "I'm planning a party next month on X date, how much for a disco?" you'd email me with a quote?


Yes!

It would quote £250 for a standard disco suitable for up to 70 people and £300 for a large disco suitable for up to 150 people, and would also state that those prices were for discos of up to 5 hours in Surrey with an evening set up.

I must admit, one thing that always surprises me is the number of emails asking for a quote...when I have set prices that are clearly displayed on my website! (these quote requests are nearly ALWAYS for discos that fall within my set criteria).

Do they think the prices on my site are for amusement only?

Weird!

[Ricesnaps]

I must admit, one thing that always surprises me is the number of emails asking for a quote...when I have set prices that are clearly displayed on my website! (these quote requests are nearly ALWAYS for discos that fall within my set criteria).

Do they think the prices on my site are for amusement only?

Weird!

Not at all wierd, most people want confirmation of a price. I would suggest that most people will use your prices as an indication, it will give them a good idea if you are within there excpected budget, but I would think a majority of people would expect to get a firm quote and probably wouldn't realise that the price on the site was what you paid.

Great oportunity to upsell!

[PropellerHeadCase]

I must admit, one thing that always surprises me is the number of emails asking for a quote...when I have set prices that are clearly displayed on my website! (these quote requests are nearly ALWAYS for discos that fall within my set criteria).

It's simple... people are basically lazy and emailing you a question seems easier than reading "lots" of info on a website.

I used to work in a call centre and one of the campaigns was a major share float for an insurance company. When the 'investment statement' was mailed out to the policy-holders we received thousands of phone calls - 90% of the calls in the first few days after the documents hit the mail where asking the same one or two questions. They could've answered the questions themselves had they read the preface (the second page of the document).

Want to hazard a guess as to where the toll-free number was?



Yep, the first page.


These people were on hold, in some cases for over half an hour (there really were "thousands" of calls), waiting to ask a question that was clearly answered in about 500 words on the following page!


Human nature I'm afraid :bang:

[dj andy]

I deal with quite a few email enquiries every week and have a drop down selection on our enquiry page so the customer can choose their preferred contact method (email,phone,fax,post,carrier pigeon). Seems to work for us, most of our enquiries do supply phone numbers but 95% still want an email reply.
Even when I do phone people they nearly always say can you put that in an email for me.

[benlewis13]

i think this depends on what you want from your business. Ricesnaps wants the business, wants to keep progressing and he will get this because he knows that this works best, it always has done in business and always will.

If your part time or dont really want the booking, reply by email by all means.

Email reply and they will continue to shop around, call and its much much less likely.

But still i know people will do what they want, but maybe just try new things.

alot of people beleive it or not also dont want to call incase they say something that you would think it obvious and they sound stupid, iv had people tell me this before.

[rob1963]

i think this depends on what you want from your business. Ricesnaps wants the business, wants to keep progressing and he will get this because he knows that this works best, it always has done in business and always will.

If your part time or dont really want the booking, reply by email by all means.

Email reply and they will continue to shop around, call and its much much less likely.

But still i know people will do what they want, but maybe just try new things.

Ben,

I agree that phoning clients back gives you more chance to sell yourself & get the booking.

However, with all due respect, I think it's crazy to suggest that we should reply by email if we are part time or don't really want the booking!

...and it's simply not true that if we reply by email they will continue to shop around.

My business is living proof of this. Most of my queries (about 80%) come by email. I ALWAYS reply by email, and I have a good conversion rate & every year I'm getting more bookings than the last year...and this has been happening since the 1990s!

As already stated by myself & a couple of others, it seems common sense to reply using the same method that you received the query through.

[Shaun]

i think this depends on what you want from your business. Ricesnaps wants the business, wants to keep progressing and he will get this because he knows that this works best, it always has done in business and always will.

If your part time or dont really want the booking, reply by email by all means.


What utter rubbish!. To imply that a business wont keep progressing because you reply by email is complete tosh. Your 'part-time and email' comment has no foundation either. I'm full-time, working every weekend and I (initially) reply to the vast majority of my customers by email. It kind of blows a whole in your theory I think. Like I said earlier....there isn't a right way or wrong way to reply. My closing rate via email and telephone is very good on both counts. It's how well you sell that matters, it doesn't matter if the method is via email or phone.

[Tony Scott]

90% of my enquiries come via email, I always respond very quickly by email prompting the client to call, some do some don't - either way I get about an 80% take up rate.
I can only assume that they have taken a good look at my site, like what they see and have pretty much made up thier minds before contacting me.
This system works for me and I'm very busy.
I think it helps that my dj service is based within an established buisness (party shop) this seems to reassure my clients.

[benlewis13]

ok it came out slightly wrong, what i was meaning to say was that the percentage of people that will continue to shop around by email is higher than if you call them, because its harder to say no to a phone call, and people dont feel inclined to do anything about an email, unlike a telephone call.

[Ricesnaps]

As I see it, email is an impersonal way of communicating and IMHO a lazy way of communicating.

Do whatever you want to do, but my take on this is really simple. I work a 9 to 5 job and we rely on email all day. Why do i send email to my collegues and staff each day? Either because I am lazy and can't be bothered to go and see them or because I actually don't want to talk to them. This is exactly the same with our clients. Who actually cares whether the enquiry has come vai email or not, I still think it's a complete cop out to simply email a response and not call.

I would be really really interesed to understand how those of you why don't like to call a client back actually manage to sell your service to them in an email? How can an email answer any questions or concerns a client has? How can an email demonstrate that you are a real person, how can an email allow you to listen to the clients needs and offer solutions? All things that work wonders on the phone or face to face!

[CRAZY K]

As I see it, email is an impersonal way of communicating and IMHO a lazy way of communicating.

Do whatever you want to do, but my take on this is really simple. I work a 9 to 5 job and we rely on email all day. Why do i send email to my collegues and staff each day? Either because I am lazy and can't be bothered to go and see them or because I actually don't want to talk to them. This is exactly the same with our clients. Who actually cares whether the enquiry has come vai email or not, I still think it's a complete cop out to simply email a response and not call.

I would be really really interesed to understand how those of you why don't like to call a client back actually manage to sell your service to them in an email? How can an email answer any questions or concerns a client has? How can an email demonstrate that you are a real person, how can an email allow you to listen to the clients needs and offer solutions? All things that work wonders on the phone or face to face!

It can be done if you make your proposition so overwhelmingly irresisitible to the client.

You only say over the phone what you say in the email!

However personally I do prefer phone calls--but sometimes its not possible.

:D :D :D :D :D :D :D :D :D :D :D


regards

CRAZY K

[rob1963]

As I see it, email is an impersonal way of communicating and IMHO a lazy way of communicating.

I would be really really interesed to understand how those of you why don't like to call a client back actually manage to sell your service to them in an email? How can an email answer any questions or concerns a client has?

Ricesnaps,

With all due respect, to suggest that people who send emails are lazy is complete toilet!

I don't NEED to sell my service in an email...my website does that! After all, if they don't like what they see on the website, they won't email in the first place! That's why most of my email queries are enquiring about my availability rather than asking specific questions. After all, there is a page on my website with the 25 most commonly asked questions - together with all the answers.

Finally, of COURSE an email can answer any questions or concerns a client has - it's just given in a written form instead of verbally.

Now, where are our smileys? Ahhh - here they are!........ :argue:

[Tony Scott]

As I see it, email is an impersonal way of communicating and IMHO a lazy way of communicating.

Do whatever you want to do, but my take on this is really simple. I work a 9 to 5 job and we rely on email all day. Why do i send email to my collegues and staff each day? Either because I am lazy and can't be bothered to go and see them or because I actually don't want to talk to them. This is exactly the same with our clients. Who actually cares whether the enquiry has come vai email or not, I still think it's a complete cop out to simply email a response and not call.

I would be really really interesed to understand how those of you why don't like to call a client back actually manage to sell your service to them in an email? How can an email answer any questions or concerns a client has? How can an email demonstrate that you are a real person, how can an email allow you to listen to the clients needs and offer solutions? All things that work wonders on the phone or face to face!

Now this only my experience and may not be universal but I find that only a tiny percentage of email enquiries give a contact number.
This would lead me to assume that the client doesn't want to be contacted by phone, if they want to speak to me they have the option of 3 numbers clearly shown on my site.

Just to give an example of email based quoting and correspondence:

I received an email from a client who was searching online whilst at work in swissre-london, he was looking fo a dj for his wedding to be held at The Bishops Palace, Wells Cathedral - very nice venue so good quality work.
I was on holiday in Rome but picked up the email on my PDA. I responded within the hour requesting a few extra details and then quoted him. He then booked me within 4hrs of the original email, I sent him the booking pack on my return to the uk.
We never spoke to each other or met before the day, we exchanged 5 or 6 emails leading up to the event.
The night was a huge sucsess and I got a supurb letter of thanks upon their return from honeymoon.

This is quite typical for alot of my work so I find email correspondance works just fine.

[Shaun]

I've grown weary of posts that assume that because one man's method differs from another's, then one of them must be wrong. There was a comment implying if I reply via email I'm lazy? To coin another members phrase...Toilet!!, lol.

I have several means of contact on my website, all of which are grouped closely together.

*Address
*Telephone
*Mobile
*Email
*Web form.

The vast majority of them choose the email or webform. With my telephone number displayed prominently for them to call I have to assume that email is their preffered method of contact. If they email, I reply, if they call, I sell my services over the phone. I'm proficient at both.

Here's another train of thought....
Those of you that don't (or can't) close the sale as well via email may need to brush up on their selling skills via that method.

Just incase the message hasn't got across the several times I've mentioned it..."There's no right or wrong way....just what works right for you" I seem to be repeating myself so I wont add anything further.

[Tony Scott]

I've grown weary of posts that assume that because one man's method differs from another's, then one of them must be wrong. There was a comment implying if I reply via email I'm lazy? To coin another members phrase...Toilet!!, lol.

I have several means of contact on my website, all of which are grouped closely together.

*Address
*Telephone
*Mobile
*Email
*Web form.

The vast majority of them choose the email or webform. With my telephone number displayed prominently for them to call I have to assume that email is their preffered method of contact. If they email, I reply, if they call, I sell my services over the phone. I'm proficient at both.

Here's another train of thought....
Those of you that don't (or can't) close the sale as well via email may need to brush up on their selling skills via that method.

Just incase the message hasn't got across the several times I've mentioned it..."There's no right or wrong way....just what works right for you" I seem to be repeating myself so I wont add anything further.

Totally agree, buy that man a drink!

[benlewis13]

no, people have the ability to ignore an email should they choose to, if they feel you are trying to upsell your services, you cant just ignore a call quite so easily.

[rob1963]

I've grown weary of posts that assume that because one man's method differs from another's, then one of them must be wrong. There was a comment implying if I reply via email I'm lazy? To coin another members phrase...Toilet!!, lol.

I have several means of contact on my website, all of which are grouped closely together.

*Address
*Telephone
*Mobile
*Email
*Web form.

The vast majority of them choose the email or webform. With my telephone number displayed prominently for them to call I have to assume that email is their preffered method of contact. If they email, I reply, if they call, I sell my services over the phone. I'm proficient at both.

Here's another train of thought....
Those of you that don't (or can't) close the sale as well via email may need to brush up on their selling skills via that method.

Just incase the message hasn't got across the several times I've mentioned it..."There's no right or wrong way....just what works right for you" I seem to be repeating myself so I wont add anything further.

Shaun,

We're like 2 peas in a pod on this one!

I have exactly the same 5 methods of contact on my site as you, and most of mine use email or the webform too.

I'm also very flattered that you used my favourite word in the first part of your post...respect!

:bowdown:

[Ricesnaps]

I've grown weary of posts that assume that because one man's method differs from another's, then one of them must be wrong. There was a comment implying if I reply via email I'm lazy? To coin another members phrase...Toilet!!, lol.

I have several means of contact on my website, all of which are grouped closely together.

*Address
*Telephone
*Mobile
*Email
*Web form.

The vast majority of them choose the email or webform. With my telephone number displayed prominently for them to call I have to assume that email is their preffered method of contact. If they email, I reply, if they call, I sell my services over the phone. I'm proficient at both.

Here's another train of thought....
Those of you that don't (or can't) close the sale as well via email may need to brush up on their selling skills via that method.

Just incase the message hasn't got across the several times I've mentioned it..."There's no right or wrong way....just what works right for you" I seem to be repeating myself so I wont add anything further.

And this is the beauty of a forum like this, the ability to put accross your own personal opinion. Rightly or wrongly, my personal opinion as stated is that response to a client vai email when there is an oportunity to use the phone is the lazy way out of it. As I said PERSONALLY I can't see how an email can in any way compensate for the personal touch of a phone call.

[TonyB]

I think it has a lot to do with todays change in culture. Personally I think that an email or text is very impersonal but thats the way things are these days. When I started work we didn't have email (or mobile phones for that matter) so telephone or letter was the main way to communicate.

Over the years there was an emphasis on using the telephone. Business is about building up relationships and this is not so easy to do with written media but easier when you speak to someone.

When interviewing new people, a question that was asked was how confident the interviewee was on the phone. Its amazing how many people were not very comfortable or confident speaking to a customer on the phone. But I wouldn't expect that to apply to DJ's. I'm sure we all have a confident outgoing personality being in this profession :D

If I am not mistaken, Ricesnaps works in a clerical environment too where use of the phone is second nature and can often be seen as an essential tool in building up customer relations.

I expect next the DJ won't even have to be there. The whole function will be controlled through a virtual terminal so the DJ can just sit behind a PC or laptop and control things from home so there will not have to be any personal contact with the client at all..

[Ricesnaps]

If I am not mistaken, Ricesnaps works in a clerical environment too where use of the phone is second nature and can often be seen as an essential tool in building up customer relations.

I expect next the DJ won't even have to be there. The whole function will be controlled through a virtual terminal so the DJ can just sit behind a PC or laptop and control things from home so there will not have to be any personal contact with the client at all..

Almost right - technical manager for Suffolk arm of Bernard Matthews and to be fair, I spend far to much time in an office. I really should talk face to face more!

[rob1963]

I can't see how an email can in any way compensate for the personal touch of a phone call.

If most queries come via email (as 80% of mine do), and they don't include a phone number (as 80% of mine don't)...the only conclusion is that they don't WANT the personal touch of a phone call!

[TonyB]

If most queries come via email (as 80% of mine do), and they don't include a phone number (as 80% of mine don't)...the only conclusion is that they don't WANT the personal touch of a phone call!

Then make it a compulsory field in your enquiry form :D

[rob1963]

Then make it a compulsory field in your enquiry form :D

And what about those who just click the link to send me an email & don't use my enquiry form?

[benlewis13]

ask for a contact number

[rob1963]

ask for a contact number

Nah...I'm fine as I am thanks :)

[Solitaire Events Ltd]

I have to say, although I get a fair number of email enquiries, I find it much easier to sell people our service over the phone.

Email is essentially emotionless.

[benlewis13]

i guess we all have different ways of running our businesses, otherwise we would all be exactly the same, and thats why customers have preferences, different people like different things. You have to appeal to your market.

[Vectis]

Been following this thread with interest the last few days, and it's prompted me to do some maths on this year's new enquiries.

So far, literally 50% of new enquiries have come via the phone - either through recommendation, people finding cards or adverts etc.. Sometimes a customer finds the website, has a mooch, then picks up the phone.

72% of phone enquiries were successfully converted.

48% of new enquiries have come via the website. 80% of these via the contact form and 20% by email. Those which came via contact form were responded to according to the customers preference. In the vast majority of cases this was email (the default option) but sometimes a phone call was requested (not very often).

91% of web-initiated enquiries were successfully converted.

2% of new enquiries came face-to-face via family members etc.. Naturally, 100% of these were successfully converted, often at 'mates rates' :rolleyes:

Anyway, either I need to brush up on my phone selling techniques or accept that the trigger sources (mainly the likes of YP) for phone enquiries are rubbish compared to my website. I like to think it's the latter ;)

[rob1963]

72% of phone enquiries were successfully converted.

91% of web-initiated enquiries were successfully converted.




Nice one, Vectis.

Some food for thought there for those who have been slagging off emails!

:)

[Ricesnaps]

Anyway, either I need to brush up on my phone selling techniques or accept that the trigger sources (mainly the likes of YP) for phone enquiries are rubbish compared to my website. I like to think it's the latter ;)

I think this tells the story a little more. Maybe the issue here is that many people here are just out of there comfort zone on the phone and take the easy way out by using email?

maybe some phone sales training would be useful?

[Vectis]

Actually when you work it through the actual numbers, phone -vs- email come out fairly level in terms of conversions. So for me, neither is significantly better than the other.

[Ricesnaps]

Actually when you work it through the actual numbers, phone -vs- email come out fairly level in terms of conversions. So for me, neither is significantly better than the other.

But I wonder if you could do better if you were more competant in one or other of the response methods?

I know I'm a big fan of phone calls, probably because I tend to be really really good at it, but maybe I need some email training?

Still go with my "impersonal" comments about email though!

[rob1963]

72% of phone enquiries were successfully converted.
91% of web-initiated enquiries were successfully converted.



Actually when you work it through the actual numbers, phone -vs- email come out fairly level in terms of conversions. So for me, neither is significantly better than the other.

Is 91% not significantly better than 72%?

:confused: :confused: :confused:

[Shaun]

I think this tells the story a little more. Maybe the issue here is that many people here are just out of there comfort zone on the phone and take the easy way out by using email?




My closing rate via email and telephone is very good on both counts.





maybe some phone sales training would be useful?

The same comment could be applied to those that aren't as good at closing the sale via email. Maybe some email sales training would be useful?.

You seem to be stuck on this idea that those that use email a lot don't have good telephone skills?. Reading back on this topic no-one has stated that they use email because they can't close the sale as good on the phone. Less assumption, Mr Ricey. :D

[Vectis]

Yeah but I did say some web customers asked for a phone call rather than an email. So when you convert %s to actual numbers, there's not much in it.

What I was saying was that I convert less pure-telephone enquiries than I do web enquiries. For me, email works better for sure. I'm a confident phone user and back in ye olde days before t'internet this was the only real way of doing business apart from the occasional facsimile but to echo Rice's suggestion I think we could perhaps all benefit (by differing degrees) from a little telephone sales training.

Or, as alluded to in my original post, maybe those customers more likely to pick up the phone have different expectations from those who have already browsed your website and made up their mind that they probably want to hire you? Not everyone has ready access to the internet even nowadays, even less are competent at searching! And lets face it, those scanning the YP for an £80 disco are probably those least likely to have access or competence!

[rob1963]

The same comment could be applied to those that aren't as good at closing the sale via email. Maybe some email sales training would be useful?.


Excellent point, Shaun...and you're not the first one to make it.

I'm with you 100%.

:)

[Shaun]

Email is essentially emotionless.




Still go with my "impersonal" comments about email though!

I don't disagree on these points.

I always give the clients a call at some point, usually to arrange to visit them to discuss their event in person. This is normally arranged after the booking is secured.

[rob1963]

I don't disagree on these points.


Me neither.

Email IS emotionless & impersonal, but as someone's already said, it is the chosen contact method for the vast majority of potential clients, and if people have a lower take up rate when replying by email, they need to look at what they're doing wrong.

[Ricesnaps]

Excellent point, Shaun...and you're not the first one to make it.

I'm with you 100%.

:)

I believe I was the one to make that point first! :cool:

[Marc J]

I believe I was the one to make that point first! :cool:

It's against Rob's religion to agree with you, though!

[rob1963]

It's against Rob's religion to agree with you, though!

Marc,

That's simply not true.

I OFTEN agree with Ricesnaps.

The last time was.....errr.....ummmmm.....errrrrr.....

.....1982 I think.

Or was it 1983?

:p

[CRAZY K]

Me neither.

Email IS emotionless & impersonal, but as someone's already said, it is the chosen contact method for the vast majority of potential clients, and if people have a lower take up rate when replying by email, they need to look at what they're doing wrong.

Its up to you then to make it less impersonal and less emotionless if you wish to trade in this way-you dont HAVE to if you dont want to--but you would missing out on a lot of business.

I think there is a particular skill to securing business from emails and im not saying ive got it!

And I dont think having a low hit rate is necessarily a sign of bad technique--
it might well be ( as in our case) our rates are amongst the most expensive in our specialist market so we will not pick up the majority of enquiries--and we dont want to because we know all about problems with rate tarts.

All I can say--I think I maybe repeating the obvious--is that if you present your "proposition" as being attractive, reasonably priced ( not cheapo) good value for money and put forward in a professional, friendly, helpful way thats all you can do.

To answer someone elses point about why email hit rates might be better than the telephone--I would suggest this might be because if you do the job properly on email quotes you lay out the key benefits to the client clearly, with your price--this produces a document that can be read and compared PROPERLY with others.

When you give phone quotes unless you follow up with an email confirmation what will the customer remember of that conversation or write down when comparing you with others?

Let me see--PLI, PAT, Size of music collection ,size of sound systems, lilighting, experience, etc PROBABLY very little-- just the price and maybe an odd thing you said they remembered.

Thats how I see it,

CRAZY K

[rob1963]

When you give phone quotes unless you follow up with an email confirmation what will the customer remember of that conversation or write down when comparing you with others?

Let me see--PLI, PAT, Size of music collection ,size of sound systems, lilighting, experience, etc PROBABLY very little-- just the price and maybe an odd thing you said they remembered.

Thats how I see it,

CRAZY K

Excellent point, Crazy K,

...but if you reply by email they have everything there in black & white!

:)

[Shaun]

To answer someone elses point about why email hit rates might be better than the telephone--I would suggest this might be because if you do the job properly on email quotes you lay out the key benefits to the client clearly, with your price--this produces a document that can be read and compared PROPERLY with others.


BINGO!. We have a winner.

[PropellerHeadCase]

I disagree with one point... email doesn't have to be emotionless, it can be, or the emotion can be misinterpreted, but it isn't necessarily emotionless.

Afterall it's writing, like Shakespeare or Wordsworth or Coleridge, OK, not exactly like them, but you get my meaning.

[rob1963]

I disagree with one point... email doesn't have to be emotionless, it can be, or the emotion can be misinterpreted, but it isn't necessarily emotionless.

Afterall it's writing, like Shakespeare or Wordsworth or Coleridge, OK, not exactly like them, but you get my meaning.

That makes sense, Al, but I think the point was that it's EASIER to have emotion on the phone...as it can be heard in your voice.

:)