From Enquiry to Client - what's your process?

[Jon236]

Just a quick question for you service industry guys. When you get an enquiry in for your services, and you issue a quote, how do you proceed from there, do you wait for a purchase order, get the client to sign a service contract or what? Or is it purely down to luck and good grace that you start doing work for the client and they don't cancel? Is there any way of protecting yourself, or is it unneccessary most of the time?

 

[Jon236]

Sorry, perhaps this doesn't make sense.

 

[John85]

For new clients we require 100% upfront payment, no matter where they heard about us from. After that its all done on account and if they end up not paying that's just the risk you take but whenever that happens I use every tool I can to collect payment.

 

[Scott-Copywriter]

I take payment up-front and get started on the work while I'm waiting for the payment to come through (when I send the invoice via E-mail it can be the next day before the client gets round to it). Never had an issue with it yet.

 

[christian_d]

Hi this is what works a treat for us.

1. Call them back - make sure they are the DM or at very least an influencer -make an appointment, sell the appointment nothing else.

2. Visit them - Establish a rappor ASAP Establish thier needs, if you ask the right questions in the right way, you'll know if you can ask for a signature. Never get into the position of asking for a signature and getting turned down.

No signature and still an opportunity - make another appointment - sell the appointment nothing else.

You should have tried to remove the barrier (of no sign up) before the 2nd appointment takes place (this obviously depends on what your selling) small outlay item should be sign up on first app, rockets to the moon will need more appointments.

Second appointment - sign up on paperwork or at least get commitment for order (with a third app as the sign up date)

Hey Presto - This process will clearly be different depending upon service offered but the process is pretty much the same.

Hope that helps

 

[Jon236]

Thanks for these responses everyone, much appreciated. I can see a theme of upfront payment, which I guess helps to cement the business relationship.

If anyone else has other approaches, I'd be interested to hear these also

 

[David Earle]

In my business, I have to make it as easy as possible for the customer to say "YES, let's do it". Particularly with email enquiries. They usually email with a vague idea of what they want (i.e what they want printed on a t-shirt, and how many etc), I then come back to them with a price (never an estimate, unless the spec is very vague) and a paypal payment request for them to "confirm their order". Been working on refining this system for a number of years and I seemed to have almost nailed it now.

 

[AttractYourMarket]

personally I always like to speak to them personally, whether that is simply over the phone or in person. I find this always helps to finalise the sale when they know they are talking directly to the owner and not just another salesman or receptionist.

 

[VeryMark]

Some good advice, but from a legal perspective you have a valid contract if there is an offer, acceptance and an agreed consideration - all of which should be in writing.

I would also recommend that any tender material should bear the correct copyright notice, e.g. © 2010 Bloggo Ltd.

 

[nextdayprint]

With Hippo we do 99% of our trade online and as we are offering a next day printing service, we require full payment at point of order, and nothing will be done until payment is received.

With my other print and design business, we deal 95% directly with the client and other than those with a good trading history with us, we take 50% deposit upfront and 50% on completion.