(Video) Service Business Systems : Follow up

Hi this is Kelly Azevedo, founder of She’s Got Systems, and welcome back to our 4th video on service business systems.

If you have a service business, you know that it can be really hard to keep on top of everything that has to be done. One of the things that you absolutely have to get done is follow up with leads that you had conversations with or sent proposals to.

I personally get proposals left and right for things I need done around my house or in my business. And I’m appalled at how infrequently people follow up and there’s a few reasons for that.

Why follow up?

1. Everybody is busy but if you forget your client is busy too and sometimes they need a little nudge, you’ll likely lose the business.

http://shesgotsystems.evsuite.com/sgs-blog-service-biz-follow-up-optimized/

2. Sometimes people have questions but they don’t know how to approach you. Inviting them to ask you questions and letting them know that you’re happy to discuss things with them will make it a little less awkward for the potential client to get closer to working with you.

3. You provide a customized service. Maybe you just need to tweak the proposal to answer their objections or help them to say yes to you.

What comes next after you send out the proposal?

I have a two step process for you to make it really simple.

1. Set a calendar reminder or automate a follow up that verifies the proposal has been received. It is as simple as “I just wanted to make sure you got my proposal.” It is good to let people have an out – tell them you know that email gets crazy, or there was a holiday, or maybe it went to spam. All you’re doing here is checking into see if they received it on the off chance that they didn’t and they think you’re ignoring them.

2. The second step can happen a few days later. If you haven’t heard back, they don’t have questions, or they haven’t given you a clear yes or no, then offer a follow up. This can be very casual and simple – “I sent you the proposal and I hope you’ve had some time to look it over. I’d love to get on the phone and answer any questions that might have come up. What time is good for you?” You can also suggest a time if you know their schedule well enough or link them right to your calendar.

Even if they’re a no, it is still valuable to follow up and know why. It is important to know if you’re charging too much, or if your client isn’t ready yet – maybe they need a bit more time and want you to follow up in a month or two. Take your lead from the client and as you’re following up, stand up for the client. Make sure they understand that you’re here to support them and if things are hectic or busy and they’re overwhelmed, you can help with that!

But of course, you can’t have those conversations if you don’t follow up! So really simple, two step system: make sure they got the proposal and then suggest a time to talk and hear their concerns. If it is still right, move them closer to saying yes and getting started.

Next week we’re going to take a look at invoicing!