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Harry Trott
Harry Trott has written 12 articles for SB Informer.
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Dealing With Clientele Questions In A Service Business

Harry Trott

August 31, 2015


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According to a recent study, more than 75% of small business owners (businesses with less than 99 employees) operate in the services sector. One of the biggest challenges facing these businesses is client acquisition. Thanks to cut-throat competition, a lot of service-based businesses operate at wafer-thin margins. As a result, these businesses often rely on inbound enquiries as opposed to advertising and outbound outreach.

While the reliance on 'word of mouth' referrals has improved the quality of services provided in a big way, it has also meant that businesses need to spend at least a quarter of their work-time in soliciting referrals and converting them. Being ready with the questions potential clients throw at you is an important preparatory step to increase your client conversion rate. Here are some tips to prepare yourself.

Be Listed Where Your Clients Are Looking

Put yourself in the client's shoes and identify the kind of resources they would look up in order to hire the right provider. For instance, for most local service businesses, prospective clients are likely to visit services like Yelp or YellowPages to check reviews and view listings. Make sure your business is visible on top of these listings to ensure better brand visibility and perception.

Understand The Client's Concerns

The questions posed by prospective clients to service providers are often based on past experiences – of either themselves or of others. Once again, put yourself in their position and search online for blogs and websites that advise clients on the questions they should ask. For example, here is a blog of Chicago based wedding venues planner that advises clients on what they must be asking their planner. If you are in this business, it is a good idea to prepare answers to such questions. A knowledgeable client is likely to ask you many of these questions when hiring you.

Be Prepared For Questions About Negative Reviews

It is not possible to please all your clients. One bad review can often lead to loss of several assignments down the line. As a service provider who is reliant on word-of-mouth for business, it is extremely important to dedicate your resources to manage your online brand perception. To begin with, answer all publicly posted negative reviews with professionalism and apologize where you made mistakes. You may also hire a reputation management company to help you minimize the impact from such reviews. Finally, expect to be questioned by prospective clients on these negative review assignments. By having a professional and mature answer ready and by showing your commitment to the new task at hand, you are likely to win these prospects over.

Running a service business is hard and if you are a new-entrant, you often fight for space with family businesses that have operated in your market for decades. Building a brand and making a name for yourself takes years, if not decades. But by being prepared to the questions prospective clients ask and having a solid marketing strategy, you can ensure higher conversion rates for inbound enquiries.


                   



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