These Three Things will Help you to be Better Prepared to follow up with the Homeowner
First:
Make Sure All your systems are A-Go
If you are working with our referral service, make sure that all of the contact information you have provided us is accurate. This means making sure channels (text, email, etc.) you set up for where you want us to distribute the homeowner’s contact information and product request is getting through. If you need to adjust this information at any time by adding or deleting emails or numbers, contact your dedicated team member, email us or fill out our form and we’ll contact you right away.
In addition to making sure you and your sales team will actually get the referrals, it’s important to make sure you and your team are ready to communicate with the homeowner via phone, email, and text. This is an important step whether or not you are using a referral service. Even if you are the only one who follows up with the homeowners, we recommend developing several scripts for your emails, texts, and phone communications. This can help streamline your process, enable you to immediately follow up with the homeowner, as well as create a uniform message to present to your customer. If you have more than one person following up with the homeowners, scripts will ensure that your company is providing consistent customer outreach. If you are interested in working with our referral service, contact us or take a look at our starter packs.
Second:
Develop a Good Follow up Process
A good follow up processes should include these characteristics:
A clear protocol for following up with referrals. This may include scripts for when a homeowner contacts you and when you are making the initial contact with the homeowner. If you are not using a referral service, it is even more important to create a thorough system. Your system should identify how the homeowner found you and track your communication, including type, and number of your attempts to reach the homeowner.
Everyone in your organization should know who has what role and what the procedure is when a homeowner contacts your business, as well as when your company reaches out to the homeowner to set appointments, visit the homeowner for the estimate, and provide a written quote and design.
Your process should include identifying when you use your promotional materials
The goal of your process is to facilitate setting up an appointment to make a sale with the homeowner. Your processes should also be as seamless and as simple as possible for the homeowner.
Third:
Know Your Competition
The home improvement industry is competitive and homeowners want to work with the best builder in their price range. If you have received a referral from our service, the homeowner has come to us via one of our online channels (website forms, emails, social media, etc.). It stands to reason that homeowners are most likely using multiple online sources, not just ours, to find estimates and research their projects like swimming pools.
Because homeowners have access to so much information, we tell all of the contractors we partner with how important it is to be aware of the market in their service area and to know their competition, before they or anyone from their company speaks to a homeowner interested in getting an estimate.
Chances are you know the names of your competition and know where they are located, but it’s also good to know what they actually offer. If they work in the same geographical area and offer a similar product to yours, figure out how you are unique and how you will stand apart from the herd.
While many businesses immediately think that to be competitive they have to bring their prices down. This is not necessarily true. Knowing the benefits your company offers and being prepared to explain those benefits to a homeowner, can be as persuasive as beating a competitor’s price. For example, if you have been in business for a number of years, offering legitimate guarantees are a good option. A homeowner may feel paying more upfront is worth the price of assurance in knowing that any possible hiccup (large or small) will be resolved without incurring additional fees. However, if you are pricing your pools too high, you should consider a different pricing model.
Part of developing an arsenal of benefits includes knowing what the homeowners in your specific market are looking for and how much they are likely to pay for it. Based on that information, you can develop a competitive pricing strategy from a basic build or remodel to include all the bells and whistles.
Offering homeowners resources to help them secure credit for their project(s) is another way to address the potential needs of your customers and stay competitive. Working with a loan provider or being prepared to give homeowners information about getting a loan for a swimming pool or other home improvement, can be another level of service you provide. One way to present this information is in the FAQ section of your marketing materials.