Selling services

[superdooper500]

Hi everyone,

I'm turning to you people experienced in e-commerce to hopefully answer a question for me.

If you are selling a service online where the price is fixed (e.g logo design), do you think it would convert better to ask users to pay first and then complete an order form with their 'brief' or vice versa?

I'd be interested to know of people's experience and what they found converts the best.

In my mind, people will get fed up filling in a form before they get to pay, but after they've paid they are motivated to fill it in properly? This should help reduce 'basket abandonment'?

Cheers!

 

[edmondscommerce]

I think you are probably right though if you really want to be sure, set up an A/B test and run with it for a couple of weeks

 

[cnjim]

You could do it in such a way that they purchase a "credit" (for a logo design or whatever) which will involve a straight forward order form (contact details, card details, etc). Following the payment being received, you could then have your order system send out an automated email to an online form where they fill in the specification of the job.

People will be more inclined to spend time on this form when (a) they've already paid and (b) they know their level of detail, etc will affect the quality of the end result.

 

[superdooper500]

Thanks for your input guys, appreciate it.

Edmondscommerce: I think you're right, A/B split testing has got to be the way forward on this one, thanks for suggesting it.

cnjim: Thanks for your suggestion, you're not a million miles away from what I had in mind

 

[antropy]

Sounds like a good idea with good reasoning.

Industry standard for selling digital services seems to be 50% deposit with 50% on completion rather than 100% up front but why not break the mold?

 

[DavidP2P]

In my mind, people will get fed up filling in a form before they get to pay, but after they've paid they are motivated to fill it in properly? This should help reduce 'basket abandonment'?

Hi!

What we think SD500 is not always what the market thinks. Are you giving your audience enough compelling reasons and proof that you have got what they need? Are they buying a "logo design or whatever" from you, or are they investing in a communication asset that with identify them from everyone else, resulting in more attention, prospects, customers, business...and revenue for their business?

Are you are selling a widget or the benefit of the widget? Most people do the former and wonder why they don't do more business. Give me enough reasons (benefits & proof) why I need to complete the form and I will. You also need to take an upfront deposit as a natural course of financial commitment to go along with the emotional commitment of completing the information you need. Why don't you give video instructions to them on what to do? Get them to buy into you first!

You are creating a sales funnel and need to think through the objections (spoken and unspoken) going through people's minds to get them to do what is needed to give them the result they are looking for.

Regards,

David

 

[MBE1]

If you ask you get.

Not sure if it is the norm but I have seen plenty of logo design services take the payment with unlimited changes to the design until the client is happy, guess it is down to your confidence in interpreting what the client is after and your ability to deliver.

 

[IanG]

Surely the biggest decision is whether your previous work indicates that any new job will be undertaken to a good standard?

I'd probably appoint someone whose work I liked, but then trust them to do more than just follow my direction, being that they are the professional.

Also - unlimited changes - run away. Market must be on its backside if that is common practice.

 

[ganah-allan]

Hello.

For logo design, our policy is prepayment first before any design conceptualization proceeds. After ordering, the client submits a design specification where the client states information about the company, etc. We also ask questions if necessary. This is all done via a ticket system so that all communication are tracked from beginning to end.

What is unique about our service is although we require full payment first, we do offer a 30-day full-refund guarantee. No questions asked. We also have a portfolio for clients to review. And, we provide a mechanism for clients to comment and suggest.

Sometimes a project will cost $200 or more. In this case, we have an arrangement of 50% down payment and 50% upon completion. Source files are given to the client.

God bless and we wish you well on your business.