First Meetings (Photo via).
I have tried so many different ways to handle this first call that I can safely say this is an art form. It is also, without question, one of the most important calls you’ll take during your day.
The good news is that once you get this call, the job is yours 50% of the time. How do you push that percentage closer to 100?
Here are a few suggestions:
- Always have a warm, accessible voice when answering these calls.
- Always give the client the impression that this is the most important call of the day.
- Make sure you get as much information from the client that you possibly can. Some things you want to find out: What the client is looking for, a sense of his or her personality, the date of the event, the location, and any other details that are pertinent to how you can help this client make his/her event successful.
- While getting information, if you feel this client is right for you, try setting up a meeting to see them in person ASAP. Don’t forget that they are probably calling other vendors.
- THIS IS IMPORTANT: Discussing budgets over the phone is a big no no. Always try to do this in person when you can show your prospective client what they could potentially get for their money.
- Even if you established that this client is not right for you over the phone, always offer a recommendation to the right vendor. Also include the offer that if there is anything else you can help them with, they should not hesitate in calling back.
- Make sure you get their address and send them a handwritten note telling them it was great talking to them and how much you are looking forward to meeting in person. (This might seem like overkill, but it’s very effective.)
- Last but not least, always make sure your caller is very clear in how grateful you are for the potential chance of working together.
The most important, heartfelt line you can tell a prospective client is, “I’d really love to have the opportunity to work for you.” After all, anytime someone has said this to me, I’ve been more likely to hire him/her. Now, please tell me how you handle that first call. What are some of your tips?
(Photo via)
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George Bernard Shaw once said: “You see things and say, ‘Why?’ But I dream things that never were and say, ‘Why not?’” That quote embodies how Preston Bailey approaches every event.
Lisa Smith
April 20, 2010
Thank you Mr. Bailey this is great information that I would love to share with my upcoming class!!
MELISSA
April 20, 2010
I WANT TO KNOW WHAT THEY NEED FROM ME AND IF I CAN INDEED GIVE THEM THAT??
M
LULU
April 21, 2010
The attitude is very important. Sometimes the deal isn’t the most important thing in business, but the sincerity
Martine Chery
April 21, 2010
Funny you talked about that this week Mr. Preston, because last Sunday, I was reviewing how to improve how I answer the phone. My top 2 is first the attitude. They always say that how someone in business answers the telephone usually has a lot to do with how much people like that business. That’s why, I think it’s important to answer the phone with a smile and it works everytime. I always get the comment that they’re looking forward to meeting with me because I seem like a positive and happy individual! I know it’s not easy but I’ve trained myself to answer the phone that way even on the down day. Second, usually clients call to know the price. But, I always found a way to make them forget about this question and get them to talk about them more. Like you said, it’s an absolute NO NO to talk about budget on the phone and after that, stay professional. I think this must do the tricks! Thank you for sharing your tips
Jeff
April 24, 2010
The attitude is very important. Sometimes the deal isn’t the most important thing in business, but the sincerity
Marcus
April 26, 2010
With wedding clients, I try to spend as much time as possible just talking to the bride about her and her fiance… how they met – how he proposed – how long they have been engaged – what other vendors they need or are already working with… I talk with them about their photography tastes and style, their photography needs, then I show them how I match their style and how I can meet their needs – Marcus CovenantPhotoStudio.com
Audrey Gardemeyer
May 3, 2010
Thank you for this post Preston. I think it is so important to treat each call with your undivided attention. You want your client to feel special and to know that you are hearing their vision with full attention. Also, the point you make to refer another vendor or to offer other resources shows a potential client that you are not only going to help them with their floral designing, and other aspects, but you have other resources for them to tap into. On a side note, whether I am chosen as a floral stylist for an event or not, I always wish them well and offer my help in any way. You would be surprised how many “lost clients” actually come back and book me and my services because I was sincere, and wanted the opportunity of working with them.
Tracy Cash
October 26, 2010
Smile on the phone, when you smile the tone of your voice changes
Take notes!! As the client is talking make sure you are writing down what they are saying. If they have to repeat several points, they may feel you are not paying attention. Note taking will also help you with your first meeting. It will allow you to prepare with pictures, colour swatches, fabrics, flowers etc…
Sure this doesn’t mean they are going to go with exactly what you are showing them at the meeting, but it does show that you are just as excited over their event as they are. Another great thing about samples is that most brides are visual & touchy feely, and it gives you a jumping off point.
Going out of your way! We meet a lot of our clients at the venue they have chosen for their event. As it is our job to transform the venue it’s easy for us to imagine the completed room. Remember that because they have a vision for their day doesn’t mean they can see how it can all come together. Or how the venue they’ve chosen can be transformed to the vision they have. It’s your job to show them it can be done.
Ask the open-ended questions. This will give the client time to explain what they want and you’ll have a better feel for who they are.
Do not rush the client on the phone…
Always end the phone conversation with, I/we are really looking forward to meeting you and discussing your event in more detail.
And like Preston mentioned, thank them.
My cliental does not have the budgets that a lot of you or Preston may work with, but I believe the fundamentals of getting the bookings are the same.
Good luck!!