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I am likely going to make some changes here and I’m still following this post, but I like to hear from as many of you as possible before I make any kind of change.
Just thought it was funny, after 6 years I got my first e-mail job through the HB site on Monday, 5 rooms and stairs. Score one for e-mail!
I have had roughly 15 email requests in the last few months, all but one preferred to be contacted by email, that one is the only one that scheduled.
Wow, seems like I started a good one here. Since Mr has already been taken, and so has Dave (Dilts), I’d like to go by Monseigneur.
Ok, back to being serious here. If changes were to be made, I would love to see a way that steers them to us calling them. If the customer wants email only, then I guess we have to give them that option, but don’t make it easy on them. I’m not smart, so I haven’t come up with a good way to do that yet. I’ll keep thinking….may take a while though. As for the estimate page info, I would like to see more options for the customer to fill out. Need someplace where they can enter if they need stairs cleaned or not. People don’t always think of that as a room and many “comments” sections I get mention they also need stairs cleaned. The comments section doesn’t show up on the texts I receive, so I don’t always know this if I call them right away. Also, maybe an area where they can check things off like the bottom of our tickets have (condition of carpet, problem spots). More info we have ahead of time, the better prepared our quote will be. In the end, we are carpet cleaners, and also salesmen (and women) and I think either is as important as the other. If I get a lead no matter what the method, it’s my job to close it.
. . . Monseignour, Mr., and Dave . . . three great mind with a single goal. Making good, better! 💡
If anyone is reading this post and is booking e-mail jobs please let us know about your process.
I’m still interested in some additional feedback before we set anything in stone here. I also thought that text messaging would be an okay middle ground. This would allow for quick response on your part and still some back and forth interaction. Any thoughts on that?
Already been here nearly a month…please reread…I got 2 more the other day and got neither one….Doug stohler has a great fill in the blank…
thanks.. git er done…
Dave, I just want to get the right thing done. It seems like we have had several suggested approaches here which I will list:
1. Remove “Preferred contact method”
2. Add an option that specifies to please only contact me using the preferred contact method only.
3. Add a yes/no drop down that says may we contact you by phone
4. Leave the e-mail option and improve response times and work on improving the effectiveness of our replies.If we can reach some type of majority on any of these, I will be happy to get er done!
I’m leaning more towards number 1 or 2 and then changing the text program accordingly. This seems to satisfy most concerns. Cast your vote and it will be done in the next couple of work days.
Justin,
What about the disclaimer that tells the customer “You will be contacted by phone from one of our professional cleaning technicians shortly” or something along those lines? If I had to vote on the four choices you posted I would say #1. Eliminate the preferred contact method. At that point, the phone number should have to be a required field for the estimate request to go through. Servicemagic does it that way. Works well.
I’m in agreement with Ammon on both points.
Alright, the thing is done…let me know what you think. I implemented a different validation method than the old one because I thought it was ugly.
Thanks Dave,
I have been thinking this very question lately. Just haven’t had time to write it.
Justin, don’t forget to request a time frame that we can call them.
Like you said, some are doing this from work.The only other option I can think of would be to add the price list for 1000 franchisees on the website…. I don’t see that being anymore effective.
I would say don’t give the best time to call option. It’s all about getting back to them as quick as possible. I have noticed a lot of people will submit their work number or answer their personal phones at work.
So what have people experienced so far with the new changes to the estimate request page? I have been getting far fewer requests, which I haven’t decided is good or bad yet as my success rate still hasn’t changed. If nothing else, I guess I’m not wasting my time on answering requests for cleaning 1 room.
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