Originally Posted by Steve
What's your view on this and how this effects a business? What should a newer business owner be aware of when answering their phone? How should they ideally be doing it?
You really have to look for an opportunity to bond, or show "affection".
I always start the conversation with,"How are you doing today?" and they respond with the same question & I say, "Well I'm on my third coffee, so I'm feeling like a champion"
Anything to lighten the mood & show that you are human. You really have to get your potential customer to like you before you discuss "business"
I have had big conversations with potential customers before we even discussed my services.
One customer will respond, "Well I'm not to bad, just got back from my vacation."
I'll spend a bit of time going over how his/her vacation went, & I'll come up with, "Do you regret coming back? Hahaha!"
Whatever the customer gives me, I work with it.
I mentioned that I picked up 3 new clients today. I stopped by the lady because i saw her raking.
Scott: "You look like your having fun doing that!"
Customer: "Haha, well someones gotta do it!"
Scott: "I hear ya, we have the nice weather coming in now, it's the perfect time to get out & rake the lawn."
Customer: Do you do lawn service.
Scott: As a matter of fact, I do! Are you currently with a company?
Customer: I hired XXX last year, but they didn't trim well.
Scott: Well you have to excuse me, I've been quite busy the past few days & haven't had the time to shave! Just kidding, yes trimming is something you really have to be careful with, the skill comes with practice.
Customer: It's not only that, we had a major grub problem last year too.
Scott: Ah, don't worry the grubs will be back this year too
. You should see the guy's lawn further up the street, what a nightmare that is.
Anyway, this isn't the first time I have seen your place. I always wondered what the backyard looked like, you have a few gardens going on, do you plant anything interesting?
Customer: I plant the usual stuff, I bring my flowers from inside outside when the weather is right.
Scott: Fantastic. Your garden would look great with a brick border, the only problem with that is the cost, but you also don't wanna use that rubber lining that stuff is awful & looks silly.
Customer: Yeah I agree bricks would look really nice. So is it just you running the show or what?
Scott: Well you know how it is, I don't really enjoy relying on someone else to do a good job, the repair bills can really rack up if they were to damage the equipment.
Customer: You just don't want to hire someone who will start their own business & compete with you!
Scott: You've got me figured out! Hahaha! That's just it, you hire someone & you can't really praise them, or else they might start getting ideas.
Customer: I had a business in catering & I ran a cafeteria, it was big money.
Scott: I could imagine! That was something I really wanted to get into, though I soon figured out that I only like to cook for myself!
Anyway.... awhile later bla bla... Got the job.
Other companies act as if they are machines themselves, it's stupid.