When is it too soon or too long of a wait to follow up with potential clients about a purchase?

Hi Leslie,

Almost every point you read here can be summed up into one word: communication.

You can use multiple media for that communication. Thank you cards (real, not those pre-printed fake signature postcards) are one. Email should be another. Done right, you should be able to automate some of this.

Do you have an Onboarding system? That's a great way to manage just what you are talking about.

People just want to know what is happening almost 90% of the time. Your system should explain what is happening when. With email followup. I've used this with several clients and their customers went nuts over it! "No one has ever done that before" is a typical comment.

An example:

If it takes 7 days for a proposal, there should be an email on day 2 (We are starting to work on the changes that will convert your house to a beautfil home your friends and neighbors will envy. If you have any questions, please feel free to call me at...) and Day 5 (Our proposal is just waiting for the last few confirmations to ensure we don't overprice anything and we hope to have it in your hand in just 2 days. If you have thought of something we might have missed, you can reply to this email or call me at...)

See how these could easily be part of an autoresponder sequence?

It's all about systems. Systems that save you time and generate more income.

Mark

That's a great idea, thank you!

from

We always try to return a first-time design/quote within a week (and that means calling them to schedule the appointment even a few days before that). With revisions we try to keep a 3-4 day turn-around. Of course in busy seasons we let our clients know that it may be a few days longer but they are usually ok with that kind of response time. Just be HONEST with them - if you know you're really busy and it will take longer, let them know.

Thanks! Within a week is a good time frame to keep up with.

from

once more thing. After every initial meeting, I used to send a thank you note for their time and consideration. When Just starting out, it's a great way to make clients feel valuable and prompt them to call you. I've stopped doing this as now I'm so busy I truly don't have the time. I do send customized holiday cards each year to every customer I have. Even those I haven't done business with in a while. One never knows where the next referral will come from. In fact I just had one of my best customers call me with another project. Keep in mind,last one with him.was four years ago.

We do try to send out thank you cards to everyone that comes in whether they purchase or not. Thank you for the responses!

from

Hi, I'd love to clarify if you mean signing a contract or purchasing an item they have selected. Signing a contract: after a week I follow up. Sometimes there is a bit of back and forth negotiating certain legal terms, or taking a room out for example but it's usually very quick. If it's an item purchase, I have them sign a purchase authorization and send prep-payment in full. I will wait about ten days and if nothing comes through, I'll check with them to ensure they got the emailed form (sometimes they miss it). If they are dragging for weeks, that's usually not a good sign. I always follow up even if it's to hear they are putting it on hold or not moving forward. I hope this helps.

After the initial meeting where they've expressed interest in something or are between some ideas but don't set up anything further is when it's in a bit of 'limbo'. From what we've been discussing, it seems that the best route is to ensure we set a time when we will follow up instead of leaving it open. After a proposal is sent out, we typically will call either the next day or in 2 days max to see if they had any questions and make sure the e-mail went through ok. Thanks!

from

great question. The easiest way to deal with this is to address it initially at your consultation. I always ask about time lines and explain mine. For instance, currently I'm booked through February 2018. I recently met with a new prospect. Before our meeting and during our phone call, I explained my timeline. That I'd be happy to meet with her and depending upon the job, would be honest about a timeline. During or meeting I continued to explain the details of her project, work and the process it involved, in order to control expectations. I took measurements and came up with basic window treatment ideas/solutions for her. Then we signed our contract based on the job description and details. At the end of our meeting (and we already signed our contract), I closed with, "remember, I will not be able to get to this until next week. Once I Have some fabrics I will call you with an estimate for labor, and to schedule our next meeting, no later than the end of next week". And again explained that she "would NOT have her window treatments before the holidays."This is my standard pattern. I find it useful to keep it simplified. Yes we are designers, but we are in fact selling our talent. We need to keep selling and closing and most importantly keep our word! If we promise prices, drawings or Samples by a set date, we better deliver on time, my preference is early!

So, no longer than a week. Get in the habit of habits. Always end with when you will get back to them.

Thanks!

from

For me it depends on a few things, what their timeline is for the work to be completed, if they want the job completed lets say for the holidays and you know that installers timelines are involved and manufactuting times and cut offs to consider for that to happen on time, I let them know a decision needs to be made by a certain time to get them what they want in the time frame they want.

Asking the client questions throughout the sales process usually gives me a good guage on the customer and what they are looking for. If they request a quote vs making a decision with you then I let them know when i will have the quote to them and when I will be following up so as to set the expectation. I would wait a few days after I send the quote (depends on conversation with customer, have they expressed they are going away, have another quote coming in a week or so etc) and give them a call.

The call will include asking them if they had any questions about the quote or anything about the job etc. Answer and clarify anything the client might need to feel confident about moving forward. Ask fo mr the sale.

Hope this helps!

Thanks! It's definitely more of a push to get a commitment when they have a pre-determined time frame, which makes the process seem a bit rushed but that's what needs to happen I suppose. I don't like to make people feel pressured into a decision, because I want them to be confident in their selections and investment. It is a business however and we can't change time frames when something has to be ordered, and I will just need to be upfront on when they need to make a decision in order to meet their deadline.

Business from Clay, NY

Answered on Nov 10th, 2017

This is a business after all. Give it 48hours. Any more and you risk them going elsewhere.

Thank you, that's what we've been struggling with- too soon might be 'annoying' and too long, they've already found it. Good tip

Business from Issaquah, WA

Answered on Nov 12th, 2017

Leslie;

As you can see from all of the responses to your question the primary factor is you must always drive the communication standard for clients. In my process I use the following questions in my consultation with clients, especially new clients, however you must use them in natural conversation to avoid the "I am being sold" feeling with clients.

What is your desired timeline to your project?

What is your budget?, Do you have a contingency Budget?

Have they worked with a designer on past projects?

What is their "Preferred" form of communication?

This helps you define critical points of interest for your work on the project. First, is the client completely uninformed as to the actual time and budgets necessary for the project in question. (This is an educational opportunity, if they are. - I can address how I handle this situation if you would like.) The answer to this question also will help you understand the urgency of communication your client expects. Traditionally unrealistic exceptions of timeline, typically dictate your follow up with in 48 hours, however expect this client personality to reach out to you in under 24 hours with clarifying questions. If you have not had a request for clarification in 48 hours, you are clearly in the driver seat and should immediately follow up on your consultation and quote.

The best way to set the communication standard is have your "Thank You" prepared so it is sent to your client immediately after your first contact as well as your submission for design and quote. Clients like to feel the love and think they are your only focus, they know they are not, but going old school here and being personal is what is needed. Never use automated follow up and thank you's. The personal touch is what builds your clientele and brings them back for future projects. Remember every client you interact with has a lifetime of design in front of them. Leaving a high quality form of communication as a lasting impression with your clients will bring them back, even if they choose another designer for their current project. If that happens be sure to take the high road, wish them success on their project and leave the door open, if they ever have a need for questions in the future, even with the simplest of design needs. Making you the clients go to resource is the key to a great book of clients for a lifetime of design work.

Good luck on you your projects!! I would love to see your work if you choose to share here.

David

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Might put a date on the proposed order that says when it expires

from