This is making it difficult for home service contractors to sell to homeowners. Your sales are likely to be difficult if you’re a contractor selling home owners services such as a plumber, builder, homeowner renovator, heating and cooling contractor or pest control company. Or you will lose your customers.
There are many types of customers. The most common is the “We’re getting estimates.” customer. They like to let the person who books an appointment for an estimate know that they are just starting the process of getting estimates.
They might mention some of the research they have done. You might hear them mention the model numbers they are looking for, or the website that brought them to you.
In my experience, husband and wife households find that the man is the most likely to make the first call. You shouldn’t be surprised if the wife calls the same way. Do not suggest that your husband attend the appointment unless she requests it.
Sometimes, our male egos and lessons from another generation tell us that the man of the house makes these decisions. In most households, this is far from the truth.
A woman can have control over her husband in ways that you cannot imagine, as I was taught by a businesswoman. There may not be a man or a husband in your household, according to many calls to your company.
It is important to not make assumptions or generalize during your first contact with a customer.
Now that you have booked the appointment, it’s time to schedule the customer visit. A researcher who is interested in estimating you will inform you which order you are on the estimate list. This estimate was handled by me in a similar way to other salespeople for many years.
I would do a close in two parts if I wasn’t the last person to offer an estimate. The first visit would be spent gathering information, taking measurements, and other information relevant to the job. I would then call back in a few days and book the next appointment. I’d then try to position myself as the last estimate.
This method has one flaw: all the other companies on the customer’s estimate list would attempt to do the exact same. Customers would be frustrated if they could not get their estimates done on the first visit. Many times, even after my second visit, customers still didn’t have all their estimates. This is how my closing rate was for customers like this.
Then, I discovered my “miracle-closing technique”.
My closing method is very simple. It consists of 6 simple steps that your company should follow when closing with customers.
1. Meet Face-to–Face
Begin by meeting with the customer who has booked an appointment. This is a great way to close the estimate-getting deal. Spend as much time as necessary in the first appointment collecting information and taking measurements.
2. Share Success Stories
Your attention and time should be given to your customer in the second step. As you calculate the job cost, sit down at their kitchen table and ask for a drink. As you talk to the customer, share stories about similar situations or homes that you have seen. This will build trust and provide comfort.
3. Collect Information
Allow yourself enough time to gather all measurements and information necessary to give an estimate.
4. Show your Credibility Book
Your sales staff should have a book of credibility to help them represent your business. The book is a binder with great articles, testimonials, and a certificate or insurance. It also contains customer satisfaction surveys from customers. This book can be given to customers when you visit their homes.
5. Give us an estimate
These customers are used in scheduling second appointments with other businesses and will be stunned to learn that you can sit down and spend an hour with them to figure out the job.
According to my experience, they say things like “All other companies that came to provide an estimate would have had to go back to the office to work it out.” I tell them that I would prefer to sit down and have this done immediately. I explain to them that I understand how frustrating this can become and that I’d prefer it be easier for them.
6. Follow up
I have helped many customers buy in their first meeting by using these techniques.
Write your number on the proposal for customers who aren’t ready to make decisions.
Stress that even if they aren’t sure about their decision, they have the option to call and ask questions – and that you will help them in any way that you can.
Ask the customer before you leave the house: “When do you think that you will be able to make a decision about this?” Ask the customer what their answer was and if they would be willing to give you a call on the date mentioned to get an idea of where they are with their decision.
This is vital:
Ask them to look you in the eyes, shake their hands and say, “Are they sure that’s enough? Because I don’t want be a pest!”
Next, call the customer to confirm the date and time you agreed on!
These phone calls usually start with an apology from the customer. Then, he asks me when I can complete the job.
This approach helped me increase my closing rate from 20% to 60%.