May 21, 2018
I spent a little time on the phone with a remodeler down south
He went to a home show last week – generated 24 leads – and is
struggling to qualify them and have control of the initial phone
call with a new prospect.
Here’s a list of some initial phone call best practices
I shared with him that he found helpful – I hope you find them
helpful as well:
- First things first – pull out your Project
Discovery Sheet. Have a process. Have the questions you
want to ask in front of you. Not so that you sound scripted at all,
but so that you have a process to follow.
- Be 100% focused on the call. Don’t be
multi-tasking. Don’t be driving. Be 100% into it. Smile (yes – you
can ‘see’ that smile through the phone.) Be friendly and
- Set the expectation of how long the call will
last. ‘Do you have 10-15 minutes to talk about your
project?’ If your initial phone call is lasting 5 minutes –
you aren’t asking enough questions.
- Ask a lot of questions about
their project – enough so that you have a clear picture of
the project in your head. And, in turn, have some other projects
you have completed that are very comparable in size and scope.
- Later in the phone call – and if/when you have a clear picture
of the project in your mind – Ask them, ‘How much are
you looking to invest in this project?’ Most likely they
will say ‘I don’t know.’ You can reply with, ‘based on my
experience and projects that are very similar to yours – depending
on a lot of factors and selections – you are going to looking at
investing between $________ and $________. How does that sound
to you?’ (and then be quiet)
- If you are still feeling like it is a good project for you
–Lay out your process for them. Let me know that
you’d love to come out and meet them and see the space that needs
to be remodeled. And then explain the next few steps of ‘This is
how we work‘ to them. Explain what you’ll do in the initial
in-person meeting… that you will book the second in-person meeting
before you leave the first meeting. Explain your design agreement
if you do that. Educate them on the process.
- Track how they found you. Keep your pipeline
up-to-date. Add this lead to your CRM system or
spreadsheet or whiteboard – whatever you use.
- Send a nice professional
email between the initial phone call and first
- Always seek to improve this initial phone
call! This is an extremely important part of your
process. The better you get at it – the more success you will have
with turning that lead into a paid project.
- At the end of the phone call – write down a quick ‘What
worked? What didn’t work? Always be improving, trying
new things, and learning.
Reach out if you have any questions: