Are customers hiding behnd a text or Whats app?

On the Lockforce monthly call on Tuesday there was mention that customers are using the Whats App facility to contact you via a text message as opposed to calling.

This was reiterated again in another couple of conversations thereafter.

So this has got me thinking?

Is this a trend or just a bit of a blip...?

From the stats I see there is clear use of the What App function on the webpages, but still relatively small compared to calls.

So how do we deal with the dreaded Whats App / Facebook message, text or email..... "I need some new locks, how much will it be?" or something similar.

Here is something that I use in the event that I see something similar on Facebook...

Customer... "Hello, I would like a quote for xxx."

Response... "I am sorry to hear that you have a problem. So that I can understand the situation and give you the best advice, what is the best number to contact you on…?"

This will get me one of 2 responses.....

1)  They text me the number to call them on 

OR 

2)  I get NOTHING back.

For me that has qualified a customer IN or qualified them OUT!!!

Job done.

For me, if someone is really serious about resolving an issue then why wouldn't they give you "the best number to contact them". (Notice I don't ask them to "give me" their number - there is psychology in this 🙂)
OBS - For some people they are just not ready to speak to you as there is a lack of trust, fear of being sold something etc.... so you might need a softer approach or multiple approaches.

What about a different approach using Video or Voice message...?
The use of Whats App is great to video or voice messages.... and this could be used to good effect.

So using the same kind of text messaging above, why don't you look to record a voice message or video message that you could send in the event you get a Whats App (or similar) message..?

Here is something I shot on my phone - it is just something off the cuff and could be improved for sure) - just  an example of responding to a text style message (whas app).


The video / voice message provides an ability to enhance the KNOW - LIKE - TRUST factors that we know plays a huge part in a customer choosing you. And, will set you apart from others.

You could save a few different messages and just reply by adding the message you want to send.

BUT, I would be very wary of providing any Quotes without any real interaction with a customer.

IF YOU SIMPLY RESPOND immediately to a customers question of "how much is it?" then you are playing the wrong game.

Location: Henley-on-Thames RG9, UK

Comments

Post a Comment

Popular posts from this blog

Turning Customers into Raving Fans....

Image
  Check this out.... I was in London the other weekend watching my daughter Tori doing the London 10K run. It was a great little run through the streets of the West End, along the Embankment, past Big Ben and then to Downing Street. At the end of the run we decided to go for lunch in Covent Garden.  You'll probably know that there are lots of restaurants around Covent Garden and there is a certain one called Flat Iron. It was recommended to us but you can't book. After a short walk we arrived to find a queue of people waiting to get in for meal. And I mean a queue - check out the photo. We were starving so we didn't bother waiting and moved on. However, this got me thinking... how can a little restaurant attract so much attention and yet other restaurants nearby were empty? What was this place doing that clearly had raving fans queuing to get in for food? I appreciate that we are in a very different market than a restaurant but doesn't it make you think?  What am I doin...
Read more

Learn From the Best..... a chat with Carl Traviato

Image
In business we all need to learn.... and the best way to learn is to find people who are good at what they do, spend time with them, listen and learn. The facts in business are that only 20% of businesses in the UK are in really good shape and only 5% absolutely killing it. It can be hard to know the truth from the bullshit so you need to be astute and be good at filtering out the good from the bad. Here is one person in the network who I can assure you is good at what he does and more importantly, how he does it.... It is a 25 minute video but watch, listen and learn.
Read more

Where is your AIM?

Image
Check out this image....    This is from a workbook from a recent conference I attended. As you know I try and attend a few external conferences to extend, or reinforce, my knowledge. This picture resonated with me so much as I know it to be true for so many business owners. So my question to you is...... Where is your AIM? I appreciate that is quite a big question so let's just start with the current year... 2024. Have you got a Sales Target (aim) for this current year? Or maybe you work to the tax year which ends in a few weeks? And if you have a bigger AIM for the future does your aim for 2024 get you closer to where you want to be..? I have attached a link in this blogger to a spreadsheet that may help you calculate your AIM for the current year.  Sales calculator (stress free sales) The sheet works to a monthly Sales figure which should help to assess what level of sales you require each month. Simply download the file and fill in the yellow cells and see what is sho...
Read more