To phone or not to phone....

[Ricesnaps]

We had the "how to respond to an enquiry" discussion a little while ago, but here's a twist.

I've been using DJ intelligence for about 3 weeks now and this includes a "quote generator". When a potential client requests a quote, I get an email with all the details and the client gets the quote straight away. The quote generator requires an email address to progress, but not a phone number - the person getting a quote has a choice about putting that in.

So when I get a quote form via email, how would you respond:

1. Do nothing as the client will know how much and it's up to them to get in touch if they would like to book or want more info

2. Email the client to confirm the quote is correct and offer more help and details etc...

3. Phone the client to discuss further

[mike8863]

Deffo go for Number 2, thats just good customer service, and if you have the phone number then initially speak to them direct. If I were booking a dj i would rather know they were human and not hiding behind technology, not that i'm suggesting you aren't or you do.....!!!.

Always use the excuse to ensure you have all the correct details and to discuss their requirements on a more personal basis. Most functions take alot of planning by the hosts, and although we, you, do alot of gigs, they like to think this do is special, so make them feel special, well thats my philosophy anyway!!!.

Mike

[Vectis]

I find that there's a (growing) number of customers happy to hide behind the mouse. They're not comfortable picking up the phone which is why they try to do everything online. Strangely, they tend more often than not to be female.

The trick is identifying these folks, and those who send an online enquiry but don't give a phone number, or choose the "preferred contact method=email" option are 9 times out of 10 those who don't want the personal contact.

I've had a few customers in the last year go out of their way to avoid speaking to me - using every means possible - until we finally meet on the night of their function. This doesn't usually apply to weddings as the groom or best man is made to do the contact thing instead!

So to address the needs of the minority I spent ages crafting a long standard email which sets out everything I could want to say in an initial phone call. Depending on the nature of the enquiry, I can chop and change bits quite easily.

My rule is that if they don't give a number don't even think about trying to call them. If they do, but ask to be emailed or sent a brochure, tread carefully and read between the lines to help decide. If they do, but don't specify a preference, go for it! :p

[Dragonfly]

I find that there's a (growing) number of customers happy to hide behind the mouse. They're not comfortable picking up the phone which is why they try to do everything online. Strangely, they tend more often than not to be female.

The trick is identifying these folks, and those who send an online enquiry but don't give a phone number, or choose the "preferred contact method=email" option are 9 times out of 10 those who don't want the personal contact.

I've had a few customers in the last year go out of their way to avoid speaking to me - using every means possible - until we finally meet on the night of their function. This doesn't usually apply to weddings as the groom or best man is made to do the contact thing instead!

So to address the needs of the minority I spent ages crafting a long standard email which sets out everything I could want to say in an initial phone call. Depending on the nature of the enquiry, I can chop and change bits quite easily.

My rule is that if they don't give a number don't even think about trying to call them. If they do, but ask to be emailed or sent a brochure, tread carefully and read between the lines to help decide. If they do, but don't specify a preference, go for it! :p

totally agree and that is exactly the way i do things. alot of people dont like to be hassled they have the info that they need and just want time to look over the details they have recieved and make a choice , in my email i always state that im more than happy to call and chat about anything that is not perfectly clear or they are more than welcome to call me if they require any further information.

i find the whole personal contact when im looking at something or enquiring very intrusive .....

if im in a shop and the assistants do the pounce on you and ask if you want any help thing ............... i leave instantly .

im quite capable of asking for assistance if i needd it thanks.

on the other hand if you send out a quote and after a week have heard nothing maybe a curtesy call to see what they thought of it if they didnt book why sort of thing for your market research may be ok , however this may also be a bit intrusive and a little like an interrogation if not handled properly.

[Corabar Steve]

if im in a shop and the assistants do the pounce on you and ask if you want any help thing ............... i leave instantly A bit daft if it's the only shop in town that has what you want :sj:

[mike8863]

Very much a personal thing then, I must be old fashioned, i must admiit i don't like getting hassled in a shop either.

And yes it's official, according to the radio yesterday, women tend to communicate more by email and text, and men now spend more time talking on the phone!!!!!!!!!!!!!!!!!!!!.

I just prefer to speak to the customers, takes 2 mins, you find out so much more about them, where they got my no from, etc, etc. and i tend to find a bit of humour works wonders, and although i'm a new retiree, i get alot of feedback from customers saying, it's nice to have a dj you can have a laugh with.
Down to what works best for each individual.

Mike

[Dragonfly]

A bit daft if it's the only shop in town that has what you want :sj:

theres always somewhere else to get something Steve ..... yep my principles may get in the way but i would infact rather not have something than get it rammed down my throat. always been the same.

[Shaun]

I can understand where you're coming from Dave, I'm exactly the same.

[rob1963]

I find that there's a (growing) number of customers happy to hide behind the mouse. They're not comfortable picking up the phone which is why they try to do everything online. Strangely, they tend more often than not to be female.

The trick is identifying these folks, and those who send an online enquiry but don't give a phone number, or choose the "preferred contact method=email" option are 9 times out of 10 those who don't want the personal contact.

I've had a few customers in the last year go out of their way to avoid speaking to me - using every means possible - until we finally meet on the night of their function. This doesn't usually apply to weddings as the groom or best man is made to do the contact thing instead!

So to address the needs of the minority I spent ages crafting a long standard email which sets out everything I could want to say in an initial phone call. Depending on the nature of the enquiry, I can chop and change bits quite easily.

My rule is that if they don't give a number don't even think about trying to call them. If they do, but ask to be emailed or sent a brochure, tread carefully and read between the lines to help decide. If they do, but don't specify a preference, go for it! :p

Vectis,

I completely agree...although in my case this DOES apply to weddings, as I often find that the enquiry comes from the bride herself.


Ricesnaps,

I'd say if they don't provide a phone number, go with option 2.

However, if they DO provide a phone number then I'd say call them to confirm they received the quote & ask if there was anything else they needed to know.

I wouldn't do this myself, but I know you prefer phone calls to emails - as they're more personal. Also, if the phone number is optional on the quote generator and the DO fill it in, that would seem to suggest that they don't mind you using it.

[Ricesnaps]

My rule is that if they don't give a number don't even think about trying to call them. If they do, but ask to be emailed or sent a brochure, tread carefully and read between the lines to help decide. If they do, but don't specify a preference, go for it! :p

Don't wish to be pedantic here, but if they don't give a phone number, then it's going to be completely impossible to contact them by phone isn it?

Thanks for the advice. The toss up for me is this...

A client who asks for a quote does have all the information they need to decide if they wish to progress things further with me. My site now doesn't specify prices (other than a prices from statement) and the quote generator does give a fairly accurate price. So part of me is reluctant to call and discuss further when maybe the client only wanted a price and is just window shopping.

However, with no contact at all, how am I able to do the salesman bit. Like it or not, we are business men and women and are in the business to get bookings. Just letting the customer walk away with a price does nothing to sell my business. Now from personal preference, I know I sell better on the phone than in an email, so if there's a phone number provided in the quote request, I would suggest I would get better results from a call.

To put it into contex, I have been responding to these vai email so far with limitted success

[Vectis]

Don't wish to be pedantic here, but if they don't give a phone number, then it's going to be completely impossible to contact them by phone isn it?

Errr.... phone book? 118118? Unless you haven't gotten an address in which case I'd agree.

Pretty sure this discussion came up on forum not too long ago, but if you're better at selling by phone than email, you maybe need to look at your emailing skills? And vice-versa for anyone who says the opposite.

However some of the directory sites out there don't help the situation by adding little tickboxes that say "send enquiry to all DJs in this area" or whatever as that really does encourage shopping on price.

[Ricesnaps]

Pretty sure this discussion came up on forum not too long ago, but if you're better at selling by phone than email, you maybe need to look at your emailing skills? And vice-versa for anyone who says the opposite.

However some of the directory sites out there don't help the situation by adding little tickboxes that say "send enquiry to all DJs in this area" or whatever as that really does encourage shopping on price.

I think I raised this at the time, I'd love some help with email selling. Although my point is that it's far easier to discuss things and respond accordingly on the phone?

As for the "respond to all" on directory site, personally I love it, picked up a lot of work from enquiries that were not originally directed to me specifically :)

[PropellerHeadCase]

Don't wish to be pedantic here, but if they don't give a phone number, then it's going to be completely impossible to contact them by phone isn it?

Hard if they're J. Smith, easy if they're A. Wulfschlegelsteinhausenbergerdorf



Thanks for the advice. The toss up for me is this...

A client who asks for a quote does have all the information they need to decide if they wish to progress things further with me. My site now doesn't specify prices (other than a prices from statement) and the quote generator does give a fairly accurate price. So part of me is reluctant to call and discuss further when maybe the client only wanted a price and is just window shopping.

However, with no contact at all, how am I able to do the salesman bit. Like it or not, we are business men and women and are in the business to get bookings. Just letting the customer walk away with a price does nothing to sell my business. Now from personal preference, I know I sell better on the phone than in an email, so if there's a phone number provided in the quote request, I would suggest I would get better results from a call.

To put it into contex, I have been responding to these vai email so far with limitted success

I think you've answered your own question. imited success means try something else.

I think with your recent epiphanies about selling you and your abilities, not the equipment, giving someone a call just to "touch base" and see if they have any initial questions, in person, fits better with your overall marketing angle. And as we're all at pains to say, all the time, price means nothing - sure, they have your price, best to prove that you're worth it before someone else proves that they're worth it, too/instead.

[ross@rds]

Errr.... phone book? 118118? Unless you haven't gotten an address in which case I'd agree.

Cost you about £5 to find out someones number tho with 118 118 its a rip off :bang: