So you’re doing all the right things to get the word out about your business, your marketing efforts are paying off and the phone starts to ring. Great! or is it? Just like curb appeal is the first impression to a home buyer, the initial contact your prospective customer/client has with you (whether it’s via your website, brochure, flier, business card or phone call), the phone conversation will most likely be their first “live” experience with you. This experience will then determine whether they decide to work with you or not, so it must be very professional…you’ve got to have them at “hello”.
Do you have a system for taking incoming calls or do you find yourself scrambling for a pen and any scrap of paper to jot notes on? If that describes your current methodology, I encourage to create a client intake form and keep a stack of these by your phone and even keep some in your car, briefcase or purse so that you can systematically and professionally gather information. This will instantly boost your credibility because you have a set process that you take all your clients through. This will also keep you from forgetting to ask certain questions.
Here are my recommendations for what to include in your Client intake form:
1) Date
2) Contact information
3) Are they a Seller, Agent or Builder?
2) How did they hear about you? (this helps you track your marketing efforts)
2) Property information
3) Property specs
4) Do they have any work planned? (i.e. carpet cleaning, carpet replacement, painting, etc.)
5) Target Market Date
6) Scheduled dates for the open house and other events
7) Real Estate Agent info (if client is not the same person)
If it’s an Agent, ask who will be paying for the consultation and services.Do you see how having a form readily available to gather all the information makes you sound and appear like you know what you’re doing? Even if you were distracted, all you have to do is go through and fill in the blanks. You can’t mess up! That’s the beauty of systems. So, I encourage you, if you don’t already have a Client Intake Form to create one right now and if you have one, perhaps you need to modify it to include more information. Use the above list to help you with the format and see how this little change can make a huge difference. Good luck and share your experience with me!
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Great idea!