What to say when a new prospective client calls for info?

[alwoodruff]

I was reading a thread on another post (can't remember which one) but Holly made a comment about how, when a new prospective client calls for more information about your services, it's so important HOW you answer their questions. If they say, "what's your session fee?" there's a better way to answer it than, "$100" in order to generate conversation and prevent them from just say, "okay, thanks, click" as they may automatically think, " I can't afford that" or something.

I've realized I don't know how to properly navigate those conversations and need help. Does anyone have any advice or a resource to suggest.

[CaptainTom]

Go to Barnes and Noble and look at some sales technique books. Find one for your level of expertise.
You'll discover that WalMart sells on price, and Neimans sells on quality and image. They both do very well, so it just matters what type of business you want to have.
I prefer the Neimans image.

"what is your sitting fee?"
"I'm glad you asked that question, and I'll be happy to explain exactly what we do in our sittings to make sure your photo shoot is comfortable, productive, enjoyable, and a good value. First I'd like to ask you a few questions so I can understand exactly how we can accomplish all of these things. ,,,,,, yadda yadda yadda."

[toverman]

Not only are there better ways to answer simply with the number, but if a potential client is shopping by price point they are probably better off going to somewhere like Wal-Mart or other discount photo studio. It's a hard thing to do when you're starting out, but it's OK to say "no" to a potential client, too. Bargain shoppers are usually the hardest to satisfy and work with.

[alwoodruff]

Originally Posted by CaptainTom

"what is your sitting fee?"
"I'm glad you asked that question, and I'll be happy to explain exactly what we do in our sittings to make sure your photo shoot is comfortable, productive, enjoyable, and a good value. First I'd like to ask you a few questions so I can understand exactly how we can accomplish all of these things. ,,,,,, yadda yadda yadda."

That example is VERY helpful. I just need to write it on a card and stick it in my purse:) I am definitely going for a Neimans approach.

Followup question: If someone emails you an inquiry about price/services, do you reply to the email or give them a call?

[CaptainTom]

Originally Posted by alwoodruff

That example is VERY helpful. I just need to write it on a card and stick it in my purse:) I am definitely going for a Neimans approach.

Followup question: If someone emails you an inquiry about price/services, do you reply to the email or give them a call?

If you can possibly follow this chain of contact you'll get best results.

1- face to face
2- telephone
3- email
4- snail mail

always try to make contact at the highest level and follow up your face to face with ALL the other levels.
I.E. 1- meeting with client 2- follow up by phone 3- thank you by email 4- thank you by snail mail with brochure insert.

p.s. Just because they ask immediately what your prices are doesn't mean they are strictly price shopping. Many people don't have a clue how to start a conversation. This is the first thing that they think of. If you can get them thinking about the value, quality, etc. then the price will be easy.

[toverman]

I agree with Tom's comments.

When you get rolling and do well by your clients, the list can often start with something worth its weight in gold:

1. Happy customer gives your name and contact info. to a friend ...

[HotHolly]

Yeah, Ive found that when you directly answer their questions, there is no conversation. The conversation is what sells, so killing it is counterproductive. What Tom said is great stuff.

The other thing that I do is treat everyone like they are a long lost friend and Im so happy they called me, so of course I answer their stuff, but make sure I get the full scoop at the same time. You can answer indirectly and sound like you dont wanna tell them your prices - that's bad. Try to still be direct, but acquire more info before giving out all your info. This is your initial point of contact. Its important you sell your studio while you answer their questions.

I also tend to give reference points, not full price lists, and invite them in to see more work and talk. We arent cheap, so if someone is gonna drop over $1K on a portrait session, I kinda feel like we should discuss what they are wanting and what style they like.

I've had more luck lately in getting clients to book a session based on a phone call, but that is very hard. Mike still tells them to come in, but he handles the weddings. I wouldnt book a wedding over the phone. We are screening them as much as they are screening us, especially for weddings.

If I do book a session via phone call it starts out with - I'd be happy to help you! May I ask a few questions to help me determine which sitting is best for you - then ask away. I also ask where they heard about us. And the whole call sounds like a conversation with a friend. Its not an interrogation where they say something and your like uh huh. Talk, smile, laugh and get your info. THIS IS A LEARNED SKILL. Practice on someone. Talk to strangers and practice.

This falls under selling skills, if you are looking for books.

[BeccaJ]

Originally Posted by HotHolly

The other thing that I do is treat everyone like they are a long lost friend and Im so happy they called me, so of course I answer their stuff, but make sure I get the full scoop at the same time.

Talk, smile, laugh and get your info. THIS IS A LEARNED SKILL. Practice on someone. Talk to strangers and practice.

Holly, im glad you said this. I feel that approach does indeed work better. Justin thinks i do it too much... but if it's reversed, and I'M the customer somewhere...I want them to smile and laugh find out what i want while holding a conversation, that might even include something other than why i came to them in the first place. That kind of customer service always wins me over, even if the price is higher. So that's what I want to give people as well.

[Aric C. Hoek]

i agree in that asking price may be the only question that they know how to ask. What they really want is information.

Can I get your name?
How did you hear about us?
First Let me check the date to see if we are even available.

Can I tell you a bit about our products and services? This is a great intro into a long passionate conversation.

Tell them that they really need to come in and see some of your award winning albums in person in order to get a real understanding of what you are all about.

Give them two or three times that you are available to meet. If you only offer one time, they will either say yes or no.

As soon as you give the price, the conversation is over.

Ask what facility they are getting married at. Then begin to tell them a story about the last time you photographed there. If you can remeber the customer's name, tell them that you are going to contact that customer as ask if it is ok for you to show them the images to their wedding.

Now in my contract it states that I have permission to use the images I created for advertising purposes, so I don't really need to call and ask for permission.

i will suggest that the Bride to Be and her fiance come into the studio for a slide show presentation of the wedding that I shot at the facility she is getting married at.

OK. Have to stop as I am going into a shoot.

[HotHolly]

Befriending them is a well known selling skill. I didnt make that up, so I cant take credit for it. I figured it out before I read stuff. You know, trial and error. Everyone has to do what makes sense to them. However, its been noted that personalized attention makes us feel good in a consumer environment. When we feel good, we tend to buy more stuff.

[alwoodruff]

I really appreciate all the helpful advise. I am innately relational so the relational/talk like your best friends part comes easy. It's the rest of it that I need lots of practice and help on:)

[gaea106]

Originally Posted by HotHolly

Befriending them is a well known selling skill. I didnt make that up, so I cant take credit for it. I figured it out before I read stuff. You know, trial and error. Everyone has to do what makes sense to them. However, its been noted that personalized attention makes us feel good in a consumer environment. When we feel good, we tend to buy more stuff.

Question Holly, how do you keep that from getting turned around on you? People generally love me and I love to laugh and gab so this isn't a problem. What is a problem is that I get friendly with them and then all the sudden they want a discount or free stuff. How do you handle that part of your approach?