UK Pros Share 5 Mistakes to Avoid When Following Up on Leads
Three pros on Houzz share what they’ve learned from past pitfalls to help them close more leads and gain new projects
So you’ve been contacted by a potential client and might even have sent off a proposal or quote, but how should you take the next step to secure the job? We asked three UK professionals on Houzz to share some of the mistakes they’ve made in the past when following up on leads and what they’ve learned from them.
Contributing professionals: Sam Patience of Patience Designs Studio; Sophie Utley of Ellen Utley Interiors; Naomi Starr of Naomi Starr Interior Design and Property Stylist
Contributing professionals: Sam Patience of Patience Designs Studio; Sophie Utley of Ellen Utley Interiors; Naomi Starr of Naomi Starr Interior Design and Property Stylist
Mistake 2: Not being upfront
Honesty is the best policy when it comes to turning down jobs, says Sam Patience.
“There have been times when I was overstretched and turned down work without giving a good enough explanation as to why,” he says. “I wish I’d always been upfront early on with enquiries to just say, ‘I’m really sorry, we’re a bit too busy now, as we want to ensure the best service to all our clients’ and ‘Could we be of help to you later in the year?’”
“A lot of our clients themselves have developed their own businesses from scratch, a few of whom would tell me off for turning down any work, but I really pride myself on the service I give, and would prefer to grow steadily knowing I’ve given my best to each project.”
Honesty is the best policy when it comes to turning down jobs, says Sam Patience.
“There have been times when I was overstretched and turned down work without giving a good enough explanation as to why,” he says. “I wish I’d always been upfront early on with enquiries to just say, ‘I’m really sorry, we’re a bit too busy now, as we want to ensure the best service to all our clients’ and ‘Could we be of help to you later in the year?’”
“A lot of our clients themselves have developed their own businesses from scratch, a few of whom would tell me off for turning down any work, but I really pride myself on the service I give, and would prefer to grow steadily knowing I’ve given my best to each project.”
Mistake 3: Avoiding phone conversations
Don’t underestimate the value of real conversations as part of your lead follow-up strategy.
“I’ve often used a message or email if I’ve been short on time in the past, but I find a phone call the most effective point of contact when converting leads,” Naomi says. “A conversation is a powerful tool to find out more about the services the client may require and details about the potential project. As a professional, you can assess if it’s the right client and project for you almost immediately after talking to them.”
Sam adds that a phone call provides an opportunity to communicate character and enthusiasm. “Our renovation projects involve becoming a part of the family for a period, and I’ve found it’s much better to show the care and attention over a proper conversation,” he says.
Don’t underestimate the value of real conversations as part of your lead follow-up strategy.
“I’ve often used a message or email if I’ve been short on time in the past, but I find a phone call the most effective point of contact when converting leads,” Naomi says. “A conversation is a powerful tool to find out more about the services the client may require and details about the potential project. As a professional, you can assess if it’s the right client and project for you almost immediately after talking to them.”
Sam adds that a phone call provides an opportunity to communicate character and enthusiasm. “Our renovation projects involve becoming a part of the family for a period, and I’ve found it’s much better to show the care and attention over a proper conversation,” he says.
Mistake 4: Hurrying the client
While the professionals we spoke to agree that phone calls are an effective means of closing a lead, Sophie Utley recommends you add a preliminary text to the process.
“As eager as we are to discuss people’s requirements, the answerer does not get to choose when the phone call takes place and for how long,” she says. “An email can get lost in the pile of junk mail, but a text can wait until they have time to respond and there’s no junk section. I then tend to arrange a call to suit the client.”
While the professionals we spoke to agree that phone calls are an effective means of closing a lead, Sophie Utley recommends you add a preliminary text to the process.
“As eager as we are to discuss people’s requirements, the answerer does not get to choose when the phone call takes place and for how long,” she says. “An email can get lost in the pile of junk mail, but a text can wait until they have time to respond and there’s no junk section. I then tend to arrange a call to suit the client.”
Mistake 5: Being too salesy
Don’t assume you have to overtly market your business all the time. Instead, think about how you can build a relationship with someone who will eventually become a valued customer.
“The best piece of advice I’ve been given is to just ask and listen,” Sophie says. “If you can help with their problem, let them know and they’ll ask you to come out naturally to perform your talents.”
Tell us
What mistakes have you learned from when it comes to following up on leads? Share your experiences and tips in the Comments.
Don’t assume you have to overtly market your business all the time. Instead, think about how you can build a relationship with someone who will eventually become a valued customer.
“The best piece of advice I’ve been given is to just ask and listen,” Sophie says. “If you can help with their problem, let them know and they’ll ask you to come out naturally to perform your talents.”
Tell us
What mistakes have you learned from when it comes to following up on leads? Share your experiences and tips in the Comments.
It’s a good idea to contact a potential client earlier rather than later, says Naomi Starr.
“In the past, I haven’t always been able to contact leads immediately – quite often this has been up to a week after the enquiry has been made,” she says. “It’s very rare for me to convert a lead or enquiry if I haven’t contacted them on the same day or the day after.
“I now have a process in place to make one point of contact with the lead within 24 hours and to follow up with a phone call as early as possible to find out more information about the services they require,” she says. “This has been extremely successful.”
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