I have a similar approach for potential coaching clients 30 minute introductory session which is also conducted over the phone. I like the 2 way nature of this interaction – I get to see if they are an ideal match for me and they get to do the same. The decision to proceed or not as made at the end of the call.

I usually find the step that is missing for most consultants/coaches is asking the right questions on that first phone call to find out what that person actually wants from them and in the business world not everyone who calls is a potential client, sometimes they become a fabulous sources of referrals or even a JV partner on future projects. I have to say there are some coffee meetings I am extremely grateful I accepted as they have lead to way more business than just one more client!

Over all, like everything in life, it’s a balancing act! My suggestion to clients is to have a process/system in place, ask great questions and listen for the hidden opportunities in every conversation.

Cheers
Lenore

Personally, I find there are two key aspects to when this happens. The first is about my attitude around my business that I am a ‘giver’ and the second is the ability to be assertive and guide the process. It’s all about finding the balance between the two.

When I say I have an attitude around my business that I am a ‘giver’, I’m meaning that on the initial conversation (usually a phone call), I will give of what I know, relating to their query. It is an ideal opportunity to profile for them your knowledge, the fact that you are open and communicative and allows them to gauge synchronicity with working with you.

Within a reasonable period of time, I will always then throw into the conversation something along the lines of, “So, is that the kind of solution you are looking for?” You HAVE to challenge with a call-to-action at some point. If they come back with a pensive,”I’m not really sure”, then neither am I. I don’t proceed and that’s a call I make right then. I don’t send them anything, I don’t post any packages to them. Nothing. It says to me a) they’re not ready – for whatever reason, b) they haven’t asked enough other people to know or understand what I’m saying or appreciate that I know what I’m saying, or c) they don’t have the money to pay for the solution. And I move on.

However, invariably, their response is positive and sometimes even outright enthusiastic. “Great”, I say. Then, here’s the clincher. “This is how I work. My initial half hour [note the time-limit] consultation where I take your Brief is free, and I usually conduct that at my office here in Hamilton. {Note: I don’t go out to coffee because a 1/2 hour stretches to 11/2 hours. Realistically, it is always harder to LEAVE a mutual meeting point; at my office, I can say ‘I’m expecting another appointment’ to cut it short. It also has the psychological ‘I’m in charge of the situation’ element to it. Let’s be real, meeting for coffee is more for ‘friends’ or long-standing clients, not to win them.} Alternatively, I send them a GoToMeeting hook-up invitation which formalises the intention and provides an outline of discussion points which they may contemplate or investigate prior to the meeting. This is highly encouraged and leads to gaining a better insight of what they are looking for at the meeting.

Then I go on to say, “Once I have your Brief, I’ll prepare a Project Proposal and if you like what you see, we’ll proceed from there.” [This is a basic branded template which I tweak for each client]. Doing it this way, ensures that moving forward, time assigned for the client is genuine billable time, and most clients respect the professionalism in approach. By the way, the concept of billable time from that point forward is outlined in the Proposal, as is the rate and terms of payment.

It is a transparent and easy to understand approach when working with clients. The beauty about it is, ‘set it straight at the beginning’ and you will eliminate – or at the very least, deter – billing issues, payment issues or misinterpreations of client expectations.

All-in-all, let’s say I’ve spent an hour of my time on a prospect.

The other most important element in all this, which I’m sure Lenore is another post, relates to the fact that not every potential client is a viable client who will be aligned with your expectations, operations or business focus. You need to learn ‘how’ to turn down clients if they are not suitable to you.

Trust there is something here that helps your consultant readers!
Cheers
Angela.

Thanks again
Lenore

Conversely – I’m great at giving feedback, so I just have to learn to take it too!

Thanks
Denise
Denise Duffield-Thomas recently posted..Who Is Getting Kicked Off Your Success Team (And Who Are You Promoting)?

Thanks again for your contribution,

Lenore

In contrast – we are having some minor structural changes done to our home that require a structural engineer to plan. After 3 months of waiting, 2 site visits, 3 emails from us specifying again and again the parameters of what we require (with flexibility), endless phone calls and emails asking when are our plans going to be done, the single page plan finally arrived yesterday – and not drawn to our requirements. When the error was pointed out, the engineering sounded annoyed that we were demanding they be done again to our fairly leniant requirements! If we hadn’t invested so much time with this company already we’d give them the sack – but will persevere and let everyone know our non-recommendation of this firm.

As for Lenore’s restaurant experience – we also dined out recently. Our meal took an extrodinary long time to come out so when presented with the bill the waitress advised we had not been charged for our entres. A nice surprise and will be going back there!

I am a firm believer in delivering more than promised – even if by a tiny fraction (a chocolate with the coffee or a ribbon with a dog wash) – makes the customer feel appreciated, and we all like to feel appreciated.

Elizabeth

Lenore

loved this as it was so pertinent to a call I just had with a customer that had one of my team members in her home. I love this opportunity to connect with the client who has certianly gone out of her way to have our business in her home and with her friends. At first when I told my team I do this they were scared but all the way its been a time of reflection on what they did well and if they didint I have picked up great training tips to share with them to just simply improve their buiness and ultimately the companys’. Actually its usually a session of accolade as they do sucha great job so it bouys them and makes them feel great about themselves. To us Feedback does not mean critisim…it means inovation and improvement. A xxx