PrimaDonna
Megatron
I know there have been some recent posts and discussions on clients booking online, via text, email, facebook etc. (@Mikey P getting texted upholstery pictures asking how much, Marty bitching about it too)
Some of us are embracing it, some of us are fighting it.
I'm in between....at least us was, but now I think I will fully surrender.
I know what I'm about to say is not feasible for many of you. But find a way to incorporate even some of it if you can, because it IS the way things are going. Everyday I get more and more people reaching out electronically and not by phone.
I prefer speaking to customers. Mainly because they want the most accurate estimate possible and that requires me to ask many questions and gather a lot of information. This can be a huge PIA to do over email, text, instant messenger - way too much back and forth to accomplish would I could have in 5 minutes or less. But, I do it.
I've learned to at least respond, start some dialogue through which ever electronic means they have contacted me. If it seems like it's going to be complex, I suggest that it may be easier to chat for a little so that I can get the info, and answer their questions so I can BE AS ACCURATE AS POSSIBLE. Very few have an issue with that and will take the call. But, some people just can't do that for what ever reason. So I provide what they need, the way they prefer (even if I'm kicking and screaming).
For us the past 8 months have been HUGE on Facebook. We have a 'closed' group that I'm a member of for the biggest town in the area. People are always going there asking for references for every type of thing from doctors, contractors, auto repair, day cares etc. Our name comes up often. I make it a point of PERSONALLY acknowledging everyone that mentions us on the post or comments. I give a bit of info about our company and make sure our phone number and website are on the thread so they can click through or click to call.
I LOVE It when people just post a name (Carpet Care or Tom Jones). Who would you call....Carpet Care/Tom Jones with no company info, no personal touch, no contact, or would you make a call to the person who's number is right there, at your fingertips?
I also do my best to PM people right away from a facebook post. I start contact immediately. Engage them. It's amazing the work we've booked this way.
I'm in the situation where I'm in the office, behind the computer all day. I've set my facebook to alert me when my name is tagged and I come up in these conversations. I get an alert right away. Facebook is always running on my desktop (I have a dual monitor system set up so I can have it up on one screen, while I'm working on my other). If I'm on the road, I get the alerts and notifications on my cell phone so I can respond right away.
I booked two jobs this week that were emergencies/time sensitive and did it all through facebook. One for $349.80 and the other $941.28.
After we cleaned for the second one, she went back on Facebook (we didn't ask her to) and posted this....
John sent me this text from the other job:
She loved the private message you sent her and all the positive feedback from Doylestown Facebook page. She said, 'if it wasn't for that, I never would have used your and because your wife private messaged me is the reason you are here now'. That was the $941.00 job.
Since July of last year when I started doing the Facebook stuff: Over $18,000 in jobs booked off Facebook recommendations. Since the first of this year, over $7,000.
I KNOW this isn't workable for all of you. But think about incorporating this with your admin team or person who answers your phone.
Things are going this way, whether you like it or not. I seriously think that in the next few years, we will need to have a full time person just to respond to electronic inquires. Someone solely to sit and respond to social media, review sites, email, texts and instant messages.
I don't know that I can ever got to electronic scheduling (@smastio ) with Fittle Bug as much as I'd love to cause right now it doesn't work with the way we schedule. I am convinced you MUST find some way to let people connect with you electronically in the next few years if you want to stay a viable player in the industry. The sooner you get on board, the better.....Sorry Marty!!
Some of us are embracing it, some of us are fighting it.
I'm in between....at least us was, but now I think I will fully surrender.
I know what I'm about to say is not feasible for many of you. But find a way to incorporate even some of it if you can, because it IS the way things are going. Everyday I get more and more people reaching out electronically and not by phone.
I prefer speaking to customers. Mainly because they want the most accurate estimate possible and that requires me to ask many questions and gather a lot of information. This can be a huge PIA to do over email, text, instant messenger - way too much back and forth to accomplish would I could have in 5 minutes or less. But, I do it.
I've learned to at least respond, start some dialogue through which ever electronic means they have contacted me. If it seems like it's going to be complex, I suggest that it may be easier to chat for a little so that I can get the info, and answer their questions so I can BE AS ACCURATE AS POSSIBLE. Very few have an issue with that and will take the call. But, some people just can't do that for what ever reason. So I provide what they need, the way they prefer (even if I'm kicking and screaming).
For us the past 8 months have been HUGE on Facebook. We have a 'closed' group that I'm a member of for the biggest town in the area. People are always going there asking for references for every type of thing from doctors, contractors, auto repair, day cares etc. Our name comes up often. I make it a point of PERSONALLY acknowledging everyone that mentions us on the post or comments. I give a bit of info about our company and make sure our phone number and website are on the thread so they can click through or click to call.
I LOVE It when people just post a name (Carpet Care or Tom Jones). Who would you call....Carpet Care/Tom Jones with no company info, no personal touch, no contact, or would you make a call to the person who's number is right there, at your fingertips?
I also do my best to PM people right away from a facebook post. I start contact immediately. Engage them. It's amazing the work we've booked this way.
I'm in the situation where I'm in the office, behind the computer all day. I've set my facebook to alert me when my name is tagged and I come up in these conversations. I get an alert right away. Facebook is always running on my desktop (I have a dual monitor system set up so I can have it up on one screen, while I'm working on my other). If I'm on the road, I get the alerts and notifications on my cell phone so I can respond right away.
I booked two jobs this week that were emergencies/time sensitive and did it all through facebook. One for $349.80 and the other $941.28.
After we cleaned for the second one, she went back on Facebook (we didn't ask her to) and posted this....
John sent me this text from the other job:
She loved the private message you sent her and all the positive feedback from Doylestown Facebook page. She said, 'if it wasn't for that, I never would have used your and because your wife private messaged me is the reason you are here now'. That was the $941.00 job.
Since July of last year when I started doing the Facebook stuff: Over $18,000 in jobs booked off Facebook recommendations. Since the first of this year, over $7,000.
I KNOW this isn't workable for all of you. But think about incorporating this with your admin team or person who answers your phone.
Things are going this way, whether you like it or not. I seriously think that in the next few years, we will need to have a full time person just to respond to electronic inquires. Someone solely to sit and respond to social media, review sites, email, texts and instant messages.
I don't know that I can ever got to electronic scheduling (@smastio ) with Fittle Bug as much as I'd love to cause right now it doesn't work with the way we schedule. I am convinced you MUST find some way to let people connect with you electronically in the next few years if you want to stay a viable player in the industry. The sooner you get on board, the better.....Sorry Marty!!
