3 Step Approach On Getting The Best Answers To Your Clients Quickly

Property Betterment Leads | Nov 10th, 2016| Business

contractor email follow up

As a general contractor, you want to get back to your clients as quickly as possible and use your time wisely.  You want to find a way to answer the questions without typing the same answers repeatedly.  Also, you want the client to know that you are answering the question fully.

Let’s take a look on how to do this-

1. Long Prepared Written Answers

Have answers ready to go.  Write extra long answers that you can then use to populate an email with and chip away at them to make them appeal to the inquirer.  It is easier and faster to paste an answer and edit one, then to type the answer up again.

Shaving off minutes per email saves you time that can be spent elsewhere.  Also answering a client back ASAP, maybe even within a minute, makes you look damn good.

2. Don’t Go At It Alone

You can use Helpscout or Zendesk to keep a list of answers ready to send.  Helpscout and Zendesk also have an app so you can answer these leads via smart phone while you are on a job.  These apps will alert you when you get a message so you can answer right away.

How it works: You would title your answer, type up your answer, and then save it for use again.

Example 1: People ask for your phone number?  Paste in your answer “cell phone.”

Example 2: People ask you, “what is the best time to call?”  Paste in your answer “Best time to call.”

3. Add Some Human To It

People do not react all that well when you give them an answer that seems to be a copied and pasted.  To eliminate that problem, you will want to answer authentically to each email and support ticket.

Example 1: I hear your concerns and I’ll address them below…

Example 2: Yes!  I think that is a great idea….

How it works

Example 1

You prepared a typed answer to:

  • “Can I get a quote for a cabinet?”
  • “I’m looking to get a cabinet done for less than $1000, would that be possible?”
  • “Can I get a large cabinet done inexpensively would that be possible?”

These questions are basically just asking you about cost.

When a new lead asks you one of these questions.  You paste your prepared answer:

“Each home is unique and has unique challenges to consider like the slope of the ground, the depth of the space, if wiring needs to be moved… Small and large cabinets both can be done starting at $1500.  The intricacy of the job is what can make a small cabinet more expensive or the simplicity of a large cabinet can make it inexpensive.

We have to see the space to give you a proper quote.  Are you interested in having me stop by today around 3pm or tomorrow at 6am?”

You would humanize it by changing around or deleting unnecessary sentences.  You could remove the last paragraph if you get the feeling from their email that a phone call might work better.

“Would you like me to give you a call or would it better for you to call me? My number is…..”

Typing in “Would you like….” is much easier and faster than having to write a long explanation that you’ve said 100x already.

Example 2
If someone says, “WHY won’t anyone tell me the price to get a small cabinet done?! You are the third business that I contacted this week. Are you going to ignore me too?!”

This lead is upset, and rightfully so too, so show empathy:  “I would hate to be ignored. What is wrong with them?!”

And then go into your prepared answer:

“Each home is unique and has unique challenges to consider like the slope of the ground, the depth of the space, if wiring needs to be moved… Small and large cabinets both can be done starting at $1500.  The intricacy of the job is what can make a small cabinet more expensive or the simplicity of a large cabinet can make it inexpensive.

We have to see the space to give you a proper quote.  Are you interested in having me stop by today around 3pm or tomorrow at 6am?”

You can readdress the lead’s frustration and show that you did your best with the information you have:

“I know I didn’t address your question 100%, but know that I’m more than happy to come out.

 

The complete answer looks like this (The only sentences you actually had to type are bolded and the rest is a paste job:

“I would hate to be ignored. What is wrong with them?!

“Each home is unique and has unique challenges to consider like the slope of the ground, the depth of the space, if wiring needs to be moved… Small and large cabinets both can be done starting at $1500.  The intricacy of the job is what can make a small cabinet more expensive or the simplicity of a large cabinet can make it inexpensive.

I know I didn’t address your question 100%, but know that I’m more than happy to come out.  We have to see the space to give you a proper quote.  Are you interested in having me stop by today around 3pm or tomorrow at 6am?”

Conclusion

This question took about one minute to read, took about 3 minutes to modify, humanize, and to send out.  You would be getting back to a distressed and upset lead in under 5 minutes.  Now, imagine how much this client wants to work with you over any other contractor.

Always acknowledge the other human getting in contact with you.  We are just using technology to communicate, we haven’t turned into robots just yet.

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