Hey all,
I’m looking for a little business advice. I work part time doing custom cabinet work. I usually have one customer in the works and one on the radar. Right now, with personal things and work, I’m about 3-4 weeks out on finishing my current project.
I received a call today for a small project and I need to call back to set up an appointment to discuss a small project (she wants doors added to an existing bookcase).
When a customer calls, how soon do you try to get out to see them? This customer heard about me from a reputable referral and I want the job – in other words, it’s a positive lead that should come to fruition.
I don’t want to look desperate or neglectful. I guess I’m just looking for the SOP on new customers.
thanks,
Joe
Replies
get out there once you are sure you want the job. It really makes a costomer happy that you care about them to get out there fast
"It is like hitting yourself in the head with a hammer: it feels so good when you stop"
Go see them as quickly as possible. If they want to hire you, that's the time to tell them about your backlog. If you wait to see them when it's convenient for you, it might be too late.
"Put your creed in your deed." Emerson
"When asked if you can do something, tell'em "Why certainly I can", then get busy and find a way to do it." T. Roosevelt
see them as soon as you can.
IE dont' worry so much about how you look. If you are swamped, then obviously for you to drop everything to go meet her doesn't make a whole lot of sense. On the other hand if you're sitting at home with nothing to do, waiting a week doesn't make sense either.
I think the courtesy of returning phone calls goes along way, and then sticking to what you say - meaning if you say you are going to meet them then , show up. or if you you gonna be late - call. or if You simply can't make it, then call to rescedule.
I hear all the time from customers how the last guy never returned calls or just never showed.
act professional, and the rest I think will fall into place. more or less.
Your SOP is as soon as it is do-able for the two of you.
Rapid response is business like, not desperate.
When would be convenient for you Mrs. Madson? Oh, first thing Thursday morning? That would be great, it fits into my schedule perfectly. I will see you then.
[email protected]
i always try to get the earliest meeting that is convenient to both...
including ..." i can be there in 15 minutes "Mike Smith Rhode Island : Design / Build / Repair / Restore
Hey Mike, What have you been working on lately? Just wondering--- Ive been on the woodworking side for awhile.
-Lou
just finishing a kitchen...
and starting to replace 27 window openings in a 1984 house....
about to sign a deck contract ...
and measuring for a kitchen remodel...
other than that.... nothing much
how are you keeping the wolf from the door ?
are you going to show up at Doud's in August ?Mike Smith Rhode Island : Design / Build / Repair / Restore
I would call right away and set an appointment up.
The potential client is interested in meeting with you now, hence she called now. Typically, if she was not interested in meeting for another six weeks she would wait until then to call you. You cannot do much with your backlog, it is what it is. But you should be able to sell the job in spite of your backlog.
If you don't call soon, she will be forced to seek another contractor if she wants the work done.
Jon Blakemore
RappahannockINC.com Fredericksburg, VA
I usually return the phone call in no more than 24 hours, the same day if possible. I have set aside one afternoon a week as potential meeting time with clients. Typical dialogue includes.
"Thank you so much for calling and I would love to help you with your project. I am available to meet with you is Thursday the 7th at 3:30 pm. Is that convenient for you?
I like to set up the earliest time I can meet with someone and if they cannot meet then, the sense is you tried to meet them at your earliest possible convenience.
This may be time to do some prequalifying if you will. Many times I get a call for someone wanting a bathroom remodel to start tomorrow or next week. Right now I am booking way out so that is not possible. I check to see if my start time is acceptable to them, if not , thank you very much for calling and we did not waste each other's time in setting up a meeting, review the scope of work only to find out it was not going to happen.
Bruce
I call them ASAP. But when I talk to them about setting up an appoinment, I usually set that up for maybe a week later even though I may have a time slot earlier. I always believed if I set the appointment up too soon it might look like I was desperate. But I always call them right away.
Also, if the client is talking to other people and you meet with them later (presumably after everyone else), it's likely they will be pretty educated by then and your conversation can be more meaningful. Let the other guys be the teachers.
Of course, I'm talking about whole houses here so a week to meet is no big deal in the context of a 6 figure job. OTOH, if you're talking about a coupla cabinet doors it might be different.
Runnerguy
Edited 2/5/2008 6:08 am ET by runnerguy
Edited 2/5/2008 6:13 am ET by runnerguy
Also, if the client is talking to other people and you meet with them later (presumably after everyone else), it's likely they will be pretty educated by then and your conversation can be more meaningful. Let the other guys be the teachers.
Precisely the reason I like to be the first guy they talk to.
I excell at and enjoy troubleshooting, problem solving and design challenges.
Speaking to them first, allows me to "wow" them with my creativity. Often, that is what sells the job. Let someone meet with them first, you are giving them that advantage.
Also, allowing someone else to "teach" them is often a bad thing. The more misinformation they are given before you get there, the more work you have to do in order to sell yourself and your ideas.
To the OP....return all calls within 24hrs., and try to setup meetings at THEIR earliest convenience.
J. D. ReynoldsHome Improvements
I ask them whens the best time to meet with them. Then I make plans that fit their schedule.
Can be today, tommorrow, or next weekend, they decide.
Woods favorite carpenter
Sometimes as a roofing contractor the customers needs are urgent and you might leave whatever you're doing to attend to a bad leaking situation.
A lot of work is maintenance which has less urgency , so I try and schedule a look see for after work, a lunch break if working nearby or some other agreeable time.
Joe, I try to return phone calls within 24hrs and usually it's the same evening that they originally called me. If the customer (usually a GC in my case) is willing to bring their plans/specs to me, they can meet me on my current jobsite at their earliest convenience. Otherwise I set up a meeting for the following Saturday.....regardless of how long or short I am 'booked'. I try to keep Saturday mornings open for meeting with customers/GC's and picking up plans for bidding. I try to give out very little specific information over the phone, including scheduling and pricing. During this meeting I/we then compare schedules and if prodded hard, I will talk pricing in very vague terms once I've had the chance to take a peek at the project and get a feel for it. I don't get into scheduling over the phone because if I say the wrong thing, I could lose an opportunity without getting the chance to 'sell' myself in person.
Saturday mornings seem to work well for me. I find that when I shoehorn a meeting like this in, I'm too distracted to give it the proper attention and ask the appropriate questions and I don't like the idea of appearing aloof, distracted, or apathetic. So I do it on Saturday mornings, when I usually have the time to sit down with the customer/GC and give the meeting the attention it deserves and set myself up for success. I also find that Saturday mornings are often a good time for the other party as well and for similar reasons. Even when I meet GC's on other jobsites and they're working, I find that Saturday mornings just have a different feel to them... more laid back and more time to spend.
Now if I either of us can't make it on that following Saturday... I usually just throw in the towel on my side of things and ask, "Well what works best for you? Tell me when and where and I'll make myself available to you." This is usually just a form of cutting to the chase and getting past the "how about 3pm on Monday? Nope my kids got hockey practice. Ok how about 8am on Tuesday? Sounds good... but I'll have to check with the wife first." Some people are hard to nail down like that, so I just make myself available to them and put the ball in their court. I've found there's really very little I can't work around given this week or so of notice.
Even if I'm pretty sure our schedules don't work, I still bid the jobs. It lets them know what my pricing is like, gives me a chance to show off my company a bit, and gets my name into their heads. For me, it makes sense, because I never know what's going to fall through, whose schedule is going to fall apart, or generally what the future will bring. And if not this project.... then there's always the next one.
JMadsen.
It's very important that you contact her immediately after you get the lead.. Listen to her carefully and try to hear what she is saying.. Is she asking for a competitive bid where your bid will be compared to other's or is she asking the job get done quickly?
If it's a bid situation it's very important that you are the last person in.
That puts you in the maximum position of getting the job. If you're last you can ask legitimately where the other bids are.. and then based on the factors that you decide are important either sell your job for less, sell your job for more but explain the added value she gets or skip the job altogether if it promises to be unprofitable..
If you aren't then whatever bid you give her must do the selling for you..
The only way it will sell itself is if you are the cheapest. 2nd grade math stuff.
Not a good position to be in. Even then if your competitor says that his are made with real wood that always brings up unanswered questions.. Questions you aren't there to answer and it's doubtfull the person will bother to carefully read all the details you spell out..
For all intents and purposes you may as well scratch a number on the back of your business card if that's your approach..
If you were the customer, how would you want to be treated?
Beat it to fit / Paint it to match
I am with the masses here. Call back within 24 hrs. Set the appointment as soon as possible that works for both. Today I put a guy off till next Wednsday because I have every evening booked with a sales call till then. And told him just that.
If on the other hand they can do a day time appointment I can usually do it tommorow. Sometimes today. DanT
hammer1 has summed it up in a single sentence!
however, i am full of hot air today --so i will elaborate.
Tell the prospect exactly what you are going to do---and do EXACTLY what you said you were gonna do.
in my case---- i try to return all my phone calls each day between 6:00-7:00 pm-- so if a prospect calls me before 7:00 pm--they will recieve a return phone call that day.
If they call AFTER 7:00 pm---then typically i will call back tommorrow around 9:00-10;00 am.- of course they will be at work--so i will leave a message noting they called last evening, explaining WHO I am, and explaining that i will call back this evening at 6:00--then I do EXACTLY that.
when I talk to them I usually decide an on site meeting is gonna be needed--so I will set up a time--that I know I can EXACTLY be there.
for roofing repairs-the first person who calls back--usually gets the job--all the prospect REALLY wants is to know that the problem is handled--that someone is coming at a specific time
for roof replacements----- it's not an emergency situation---there is more leeway
I am not really interested in being the first contractor they meet------ but as luck would have it- I am often the ONLY contractor they meet. remember we are talking the roofing business here--so a lot of the "competition' is completely un-able to make a good impression
I am actually HAPPY if the prospect sees a few of those guys BEFORE me--complete with their ratty trucks, misseed appointments, late appointments, stinking of booze and or cigarettes etc.-- makes it easy for me
sooooo, i show up at the appointed time-EXACTLY- i generally park on the street( i don't want to annoy the prospect by blocking them, their wife, their kids in or out of their own garage etc.
now--- while i am interested in talking to the customer and hearing about their problem---typically i have already processed that over the phone when we first spoke
sooooooooooo, once I arrive I pretty much controll the situation. We meet. chit chat a few minutes, refresh each others memory over any specific concerns--and then i get out my ladder and start measuring. I write up a complete proposal before i leave---I walk the prospect through the entire project for the most part, I explain HOW and WHY we are going to do everything, point out how we will remove all debris each day, we will not block their drive or garage with a dumpster or materials, iron out WHERE materials may be delivered, explain how siding, shrubs,landscaping etc. will be protected and i leave them with the proposal in a packet of information containing our workers comp cert., our liability insurance cert., our material brochures, and any magazine articles, newspaper clippings etc. we have written etc.
before i leave- i make sure the prospect is aware of any neighboring houses we have roofed---- since i usually work in one specific neighborhood-- their are usually several of our projects in view( typically one of THEM is who referred me in the first place. I also mention that I understand they may choose another contractor-- that's OK i tell them-- but I tell them to be SURE that no one works on their home without providing a workers comp. cert. and a liability insurance cert.-- and explain WHY I am telling them this.
I am not really a people person- i don't enjoy meeting new people--- however, I have the SAME conversations over and over, several times a day---- so i am good at it. since I have done this sooo many times, I have got comfortable with it and it's easy to' take charge' of the situation.
some people might find this a bit brisk or curt or slightly patronizing----other people find it immensley re-assuring, comforting, relaxing even( stephen is here-he will handle everything!)
for the most part-- i don't care if the prospect is going to talk with other contractors--- I KNOW I am gonna look good in comparison-----so price is not an issue really.- OFTEN I will be the only contractor they talk to( the competition will blow the appointments)
by the time i hand them the proposal-- I will have demonstrated a couple three times that I do EXACTLY what I say i am going to do and that I am polite, prompt and well organized.
Really-it's simple. actually-- i learned a lot of this from Sonny Lycos--- although I have no intention of putting on little booties before i enter the customers home.
but really-- hammer1 summed it all up in a single sentence
best wishes, all,
stephen
Welcome back Stephen! I was wondering how your winter hiatus was going. I was getting a bit jealous thinking that you were having so much fun you didn't have time for us anymore.Edit: I forgot to thank you for your post, which was elegantly brilliant. I like the K.I.S.S. principle that you use. Bob's next test date: 12/10/07
Edited 2/7/2008 1:31 am by Jim_Allen
Blue,
i AM having to much fun and I DON"T have time for Breaktime anymore.
One of the other posters got me interested in a personal fitness regime last fall--so i have been concentrating on that in the time formerly squandered on breaktime.
in addition I am negating my self imposed "no employees "rule and hiring for this spring.-- doing a few small jobs between now and march and trying some of the more likely/interesting applicants out on actual jobs.--remembering your long standing advise that you can't change people-and my wifes' parallel advise"stop trying to save all these guys, stephen"--and concentrating on hiring people for what they are-and that's it.
investing in some new/additional equipment( new toys arrive each day it seems---
and moving some stuff into some rented shop/yard facilities.
also been looking at buying shop space--came close once---but continuing the hunt.
also some concrete and brickwork to contract out on my house--and some more storm sash to build.
gotta run( litterally-headed to the gym)
best wishes all,
stephen
as long as you're running... maybe you'll trot over to Doud's in August ?Mike Smith Rhode Island : Design / Build / Repair / Restore
Wheres Doud place? Bob's next test date: 12/10/07
Wabash, Indiana..... looks like 8,9,10 AugustMike Smith Rhode Island : Design / Build / Repair / Restore
Good luck Stephen. Hire talented people and give them a job that fits their talent. Square pegs go into square holes. It's as simple as that. The book First, Break all the Rules taught me well. It opened my eyes and explained why I had so much trouble motivating people that didn't seem to have motivation. Motivation is a talent. You can hone it, but you can't teach it. You are smart for getting too busy to hang out here. Im jealous. If you want to land new employees who fit your program to a "t", advertise online in Craigslist and other similar venues. Write an elaborate explanation of what you are looking for, what the real job will entail, the hours, the expectations etc. This is great because it weeds out everyone who wouldn't like your style. In the ad, you can explain what type of a person you are and give them fair warning. They get to decide before they meet you if they can deal with you and your personality. It's a win/win deal. There are many guys like yourself who prefer to work with guys like you. You just don't know where to find them. CL type ads are the catalyst because you can write 500 words for free as opposed to 10 words on a paid ad and then spend endless hours sorting. Bob's next test date: 12/10/07
"I don't want to look desperate or neglectful....."
Save the mind games for dating. You're not going to seem desperate by calling back right away.
Especially on smaller jobs (less than 40 hrs work), you'll lose far fewer clients to someone else if you meet them right away. You seem interested, not needy.
For instance I was contacted by a gal who needed some work done prior to selling a property. She was also getting a price from at least one other contractor who had already been there before me.
Even though I wasn't the first guy to look at the project, I'm always excited to get a new project started and suggested that we could demo that day and fit in the reconstruction as time allowed on our other large project. I wasn't first, hadn't set a fixed price as did the competition, but was able to get out of the gate first.
I also have a cabinet job in the pipeline that started out as a client kicking tires to see how the prices from their custom cabinet shop compare. I suggested instead of deciding on the layout of the entire wall (essentially a 25' wide entertainment center) I can quickly build and finish an outer frame and verticle dividers so they can better visualize the space, and we'd be able to add shelves, drawers or doors between the verticles as it made sense.
Again, I wasn't the first one there and didn't have a price for what they wanted, but I could start that day with a tangible benefit. What that approach really did was get the client committed, get the project started, and bought time to actually finish it as we could fit it in the schedule later.
Not only do I see clients ASAP, but if it's something we want to do I'll get started right away right there and then. I've also been known to sketch out the project with the client, make a quick and dirty materials list and ask for an up front payment to cover the estimated cost of materials. Even if my material estimate is off by a factor of 10 the client is now committed and won't keep shopping.
It wouldn't be honest to say I came up with this approach, but rather it is how one of our subs runs his business. Large amounts of advertising and good word of mouth bring in a large number of small jobs that he and a single assistant get 95% of the time because they can often knock it out that day. He's made an art of this and based on his billable hours probably clears well above $100k a year after taxes. He's in Mexico vacationing with his family this week and I'm here working.
Good building!
Beer was created so carpenters wouldn't rule the world.