Short spoken advice from Phil Risher describing a practical tactic for increasing lead conversion: have customer service representatives send a brief, formal estimate email before ending calls so the prospect has something in writing. That email creates a reason to follow up (call or second email) and helps move prospects from “I don’t know” to a yes/no decision.
Lately we've been having some issues with clients where we'll get leads coming in. The customer service representative will speak with the customer, whether it's on the phone or they'll get a lead in from a form. And the customer will say, oh, yeah, well, I actually need to speak with my husband or my wife and I'm just collecting prices right now. And I'll give you a call back. And what the customer service represents, just okay, sounds good. Hangs up they might go into a little spiel about why they're different, but one of the ways that we found that's very valuable to get people back on to the to the horn is to send them an email. Say, hey, before I let you go, let me send you a formal email. So that way you have it in writing. What is the best email address? I'll shoot you over an estimate. What this allows you to do is then to follow up on that estimate. You can call and say, hey, I just want to make sure that you got the estimate I sent you yesterday. You can follow up on that email with a second email to see if they had any follow up questions that might have come up. And you can try to get to a yes or no instead of a I don't know, let me know if you tried this before. Curious.
