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The Contractor Coaching Partnership Blog

First impressions, do you have a procedure for inbound lead calls?

Posted by Mark Paskell on Sun, Jan 04, 2009 @ 07:41 PM

After the holidays, homeowners in the market for home improvement services, start calling residential contractors to set up work for the spring. Do you have a procedure for the inbound lead call and a form to capture vital prospect information about them and their requests? Or do you use any available scrap paper, post it notes or the proverbial napkin to write down the information and struggle retrieving and reading the chicken scratch later? Who will answer the phone, talk to your potential client and will they know what to do to make a professional first impression?

Your chance to make a positive first impression is achieved in the first couple of minutes. This is your opportunity to show your professionalism, educate, and bond with the prospect.

Create and use a client intake form or lead sheet that is set up to capture vital information about your prospect. Also prepare questions designed to encourage your prospect to talk as much as possible about their needs, wants and concerns. The quality of these questions are your opportunity to show your professionalism, set yourself apart from the competition and garner valuable insight into the mindset of the prospect.

This form should be ready every time you or a trained employee are about to speak to a potential client. Information needed should include date, time of call, person taking the information, address, home and work phone numbers, e-mail address, work requested, all owners names properly spelled and pronounced, best time to contact, when do they want to do the project and age of home. Questions should be on the form so that you don't leave it to memory to remember what to ask.

Another thought to think about, will you or your employee be able to give this phone call your undivided attention? Or will you or your employee be multitasking while you are on the phone with your potential customer? This conversation should take precedence over any other work going on in the office. The risk of missing something is too great to chance. Allow yourself to listen intently to the prospect and don't rush if they are talking. The more they say the more information you will learn about them. 

Do you have a lead form ready if a prospect calls?

 mark the coach

Tags: residential contractor, lead form procedure, home improvement