To me, that sounds a little bit desperate, unless there is a time deadline involved for completion. I would usually ask if they know where we are located, where they are coming from, and offer directions. This also implies that we assume they are coming.good article, and I liked the ending where you ask something to the effect "Can you come in now?"
That's it. Demonstrate that you CARE, because many don't. If someone calls about something I don't carry or do, I will at least give them some information to try to help them solve their problem. Perhaps there is a chance next time they need something I DO have or do, they will remember that I was the one who didn't just blow them off....Sometimes I could engage them by dragging out details of the artwork and being the guy who provided the answers rather than someone who just threw out a number...
Absolutely. Bob, I believe you missed my point. We never assume what the customer's budget is or if they are "our" customer. We provide what options we can on the phone, while encouraging them to come in. However, there is a certain number of jobs we will not get if a customer is looking for the lowest possible price. There's only so low we will stoop in terms of quality in our shop. (There is a shop in my area that literally uses masking tape to hinge pictures. They are cheaper than we are, as they should be.) That is my point. If a customer is calling around looking for the lowest possible price for a complete custom frame job (with masking tape and crud under the glass) and they simply don't care about quality, then that customer is not ours. No if, ands, or buts. But, yes, we never decide that for them nor tell them to go somewhere else on the phone. That'd be silly. They have to make their own decision after we do our best to educate them.One of the posts said to the effect that perhaps maybe the customer concerned about price aren't your customers.
Might I suggest that 1)we have no idea what an 'acceptable' price to this particular caller (they might not either) and 2) I wouldn't make the determination if the customer was 'our' customer; it's the customer that makes that choice. We need to find more ways for that caller to say yes.
I'm glad you concur. It's the customers that are "malleable" who are calling you, hence they are particularly important.We can rationalize how different our product/service is, but, to most people calling you it might as well be a water heater or an oil change. The consumer that truly understands the particulars of what you do probably aren't calling
I'm one of those. I'm much happier with my staff asking if the customer knows how to get to us than asking if they are coming right that minute!P.S. For those who find, 'Can you come in right now?' a bit too forward, a gentler form of invitation comes with asking, 'Do you know where we're located?'
Totally agree. Same for people coming in the store asking for directions. Or the ones who ask where the restaurant next door went. I always try to be as helpful as I can, just to leave that good impression.That's it. Demonstrate that you CARE, because many don't. If someone calls about something I don't carry or do, I will at least give them some information to try to help them solve their problem. Perhaps there is a chance next time they need something I DO have or do, they will remember that I was the one who didn't just blow them off.