Handle With Air

want to know the best way to handle a prospect calling your business for the first time? handle with air — as in give him or her the majority of air time! don’t get winded blowing your hot air through the phone. don’t immediately begin to set traps, ie. ask qualifying questions. you risk making the wrong impression — that this is going to be all about you, or that your service is less than flexible or embracing. inherently, we know that people love to hear the sound of their own voices. when you provide air time for a prospect, s/he will feel more welcome. you’re listening to what s/he needs. you’re taking notes. you don’t assume to know what to do until you hear the specific circumstances in play. that underlines just how custom your service is. once s/he has spoken for a bit and shared a few key desires and concerns, then it’s always smart to summarize what you’ve learned thus far. underline a few relevant points about your service(s) to focus the discussion and set a broad expectation. no pricing should be offered beyond maybe “starting at” numbers. no discussion of how you might answer the consumer’s need. the initial call is for fact finding — no closing. i wouldn’t even suggesting casting out a fishing line for reeling in later. remember that an educated consumer is often your best customer. smart people can sense a setup and can back off. that makes for a disastrous call in.