How much is your time worth? By Lisa Turner
I
n tough economic times it’s easy to think that you should be prepared to do absolutely anything to get a client and then to keep them happy, but that is the fastest road to madness. Here is how it happens...
A prospective client contacts you with “a quick question”. You think it might be about one of your programmes or products and that it might lead to a new client so you take the call.
The caller starts to tell you their problems, often going into minute detail and starting back when they were aged 3. They talk and talk, and ask questions. If you’re a kind person you might tell them and if you’re a thought leader you might even find yourself coaching them.
After an hour’s conversation, they go away feeling great with their problem solved but you’re left tired, drained, and probably a bit frustrated. You didn’t get the thing done that you needed to do. You have less time to market yourself and bring in the business that, let’s face it, you really need right now. You also have less time for the clients who HAVE invested in themselves on your programme, and you have less time for yourself and family. Time is the ONE commodity you can’t make more of.
You might try to kid yourself by saying “well maybe they’ll come back and sign up later”. They might, but that happens in only a very few cases and it’s really not an effective business strategy. What you need to do is have a strategy that filters out the “just curious” tyre kickers and time wasters.
So how do you prevent it?
When you’re asked questions that require you to deliver something that is part of your paid for service, never tell them you won’t do that for free – instead use this simple process to say no whilst seeming to say yes. Never tell them you won’t do it. Instead tell them how they can get this information/service, and offer them a paid for service.
Here is a script you can use when you are asked a question that will require you to use your hard earned skills.
• Check if it’s important to them or if they are “just curious”. “This is really important to you isn’t it?” If they say no then stop there and politely end the conversation, or you could ask them what IS important to them.
• If they say yes. “Great. And because this is so important the best way I can serve you is with my undivided 100% dedicated attention and energy, you deserve that. So let’s book you in for a session where we can work together to solve this properly. The investment for this is xxx and I have a slot next Tuesday at 11.00am. Shall we go ahead and make the booking?”
• If they say no, act surprised and say “Oh, I’m sorry! I thought you said this was important to you!”
Make sure you stand firm. They may say they can’t afford it or have no money, or that their cat just died or any number of reasons why they think you should give your services for free. But the truth is if they really wanted that solution they would invest in it. Personally I don’t like to work with people who are “just curious”. I prefer to work with people committed to long term and profound change. And I even tell people that they may make the booking and they may not, but either way you stop giving away your time for free.
26 entrepreneurcountry
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