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Phone or email?


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  #1  
Old 07-31-2012, 05:40 AM
LawnBoy0311 LawnBoy0311 is offline
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Default Phone or email?

Times are changing fast! I noticed the 40+ yr old generation prefers phone calls, but the younger is all about emails! I noticed when I email a customer, I have to be very careful with what I say. Because they will study EVERYTHING I type!! One good thing I have had luck with, is in your emails, type the service you are doing followed by the price. This way the price doesn't stick in their mind as they read. I know its a debate to do a meet/greet with the customers, or talk over phone. But lately I've done more email quotes than phone quotes. Out of all my quotes, I only lost 1 this year- it was a highball because I didn't want to mess with her. Anyone else running into the same thing???? How are you doing your email quotes?
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Old 07-31-2012, 08:28 AM
dpld dpld is offline
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i do agree that the times are a changing but i certainly would not say it is for the better.
the younger generations rely so heavily on social media that they have absolutely no social skills what so ever.
they prefer to do business through emails because it takes the human element out of the equation so if you sent them a price they did not like they don't have to muster up the balls to tell you face to face or on the telephone.

i am obviously from the older generation but not that old as to where i am out of touch and i do have conversations with customers through emails but any initial business deal i prefer the face to face because it is not only more professional, it shows you are willing to take the time for them as well as i beleive you can get a better feel as to if they are serious and if they are a customer you even want to work for.

i know we all want every job that comes our way but it is very important to screen your customers just like they screen their prospective contractors.

we do live in a free country and just as much as they have the right to choose who works for them i too as a business owner am free to choose who i want to work for.
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Old 07-31-2012, 09:06 AM
LawnBoy0311 LawnBoy0311 is offline
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I agree 100%. Im in the middle of the generations, so I deal with both worlds. It's harder to an extent with social media, especially the review sites like angieslist. Theres always goin to be a bad apple that posts a negative review because you wouldn't come down $15 off a $40 quote. I always and forever will tell people how I feel, thats a part of my Marine Corps side that can't be taken away. I see and hear alot about people utilizing google earth as a means to quote, but I've always felt its best to see with your own eyes. This way you can see for yourself what your dealing with. I have no problems with either method of communication, sometimes email is easier than listening to 20 minutes of whining.
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Old 07-31-2012, 04:29 PM
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I steer people towards email whenever possible. Everything is in writing & easier to control when/how long a conversation lasts. It is nice to be able to link to info on website/blog for reference as well. It seems like it is easier for someone to respond to an email while they are at work than a phone call.
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Old 07-31-2012, 05:34 PM
hansenslawncare hansenslawncare is offline
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I'm not sure if I'd be considered that "younger generation" I'm 29...but I think my generation is pretty well versed in the social department.

Anyways...

I'd have to disagree with some here...about 90 + percent of my customers have contacted me online and prefer email communication over face to face/phone conversations, and most of my customers are in the 40-60 range.

For me...doesn't really matter. I'll chop it up (slang for conversation for you old timers, lol) j/k, or I'll email, whatever the customer wants.
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Old 07-31-2012, 05:42 PM
Hedgemaster Hedgemaster is offline
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After I'm established with a client, I prefer email or texting.

I never want to bother anyone with phone calls and an email or text isn't going to interrupt anyone's dinner with their family.

I think I have two clients who I've never spoken to. All communication has been via email.

Initially though, I prefer to speak to someone, and meeting them in person is even better.
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Old 07-31-2012, 06:33 PM
branchoutshrub branchoutshrub is offline
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We email as much as possible. That way it is in writing and no gray area to come back to haunt you.
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Old 07-31-2012, 07:15 PM
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Quote:
Originally Posted by branchoutshrub View Post
We email as much as possible. That way it is in writing and no gray area to come back to haunt you.
I love the fact that I can save all my emails and always go back to them to make sure the customer and myself are on the same page. Even if I ever meet a customer, I ALWAYS follow up with an email, just so we are both on the same understanding of price and service.
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Old 07-31-2012, 08:21 PM
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Quote:
Originally Posted by dpld View Post
i do agree that the times are a changing but i certainly would not say it is for the better.
the younger generations rely so heavily on social media that they have absolutely no social skills what so ever.
they prefer to do business through emails because it takes the human element out of the equation so if you sent them a price they did not like they don't have to muster up the balls to tell you face to face or on the telephone.
OMG you hit the nail on the head. I try to push an answer face to face until they kick me off the property or tell me to go ahead. I know i just got 99 frownie faces for putting it like that but it works for me and maybe this advice will help someone else.
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Old 07-31-2012, 11:27 PM
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A lot of it comes down to your sales ability. I found that most of my email contacts were tire kickers where phone and face to face I was able to close most of the bids. They may have been tire kickers in the beginning but when you can sell yourself, you have to do that in person.
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