Coming from a background in removals and storage ourselves and having run a removal company for five years, we picked up some useful hints and tips along the way.
Here, we share our routine of converting that email in the email inbox into cash in the bank.
Customer removal lead arrives in your inbox seconds after they submit the form on our website. Treat it like gold dust!
Assuming it’s a reasonable time of day, call the customer immediately. We saw this as between 9am and 7pm Monday to Saturday or 10am and 4pm on a Sunday.
We found over the years that we converted a much higher percentage of customers that we were able to call within an hour than those that we didn’t. At the very least, give them a call same day because if you don’t, you can be sure that your competitors will which means you miss out on the work.
If you don’t get to speak to the customer, leave a voicemail if possible. Tell them who you are, which company you’re from and that you’d like the opportunity to quote on their house move as you have a removal team available for their expected move date. Leave your contact number and ask them to call you back at their earliest convenience to discuss their requirements.
If you were unable to leave a voicemail, try again at fairly regular intervals throughout the day. We generally tried every hour or so if possible on day one.
Again, assuming you do not get to speak to customer, whether you were able to leave a voicemail or not, get an email over to the customer as soon as you can. Even though you might not have had the chance to sell yourself at the first opportunity on the phone, an email can give the customer a great insight into your business. Tell them what your company does, what services you can offer and direct them to your website and your customer feedback.
When we ran our removal company, we insisted on carrying out a home survey for every single customer. We would rarely quote for a removal job unless we had visited the customer,s home and seen for ourselves exactly what’s involved in the move.
This is extremely important for two reasons;
Firstly, you get to meet the customer and sell yourself and your company to them in person. It is a well-known fact that people buy from people and if the customer likes you, they will most likely use your company to help them move house. Remember, moving home is a huge event in anybody’s life and if they like you, they trust you and will buy from you.
The second reason is that you’ve listed every single item in the property meaning you can work out the volume of the move and check out any steps, long walks or other problems. This means you’re happy because you know what the job entails so you can price accordingly, your staff are happy because they know exactly what to expect on that job and the customer is happy because you’ve quoted on what you’ve seen so there can be no nasty surprises. If you don’t have access to a volume calculator, google it, there’s plenty about.
Don’t forget to leave any literature you may have about your company as well as a business card.
Something we never did was to quote on the move whilst at the customer’s property. If you have the means to work out the volume whilst you’re there and both you and the customer have the time then why not, it makes perfect sense. Personally, we would advise the customer that we would run their details through our system back at the office and get the quote over to them same day. Make them aware of all your charges and terms including V.A.T and waiting time etc. Nobody likes hidden charges but everyone appreciates honesty.
Let them know that you will call on the phone soon after to check they’ve received the quote and answer any questions they may have.
We would generally get it to their inbox within an hour if possible and call later that day or the following morning. Time is of the essence! If you’re not doing it, your competitor will be.
It is vitally important that you do make that follow up call as soon as you can. Yes you’ve made the initial call, carried out the survey and sent the quote but the job is not done yet. This could be the most important call you make. As always be polite and courteous and explain that you are just calling to check they had received your quote and do they have any questions.
We always asked if they had received all the quotes they were waiting on (we all know they get a few) and how ours compared. The answer to this question is your opportunity to clinch the job.
To sum up:
Something you may find useful is keeping an excel spreadsheet or something similar so you can keep track of every removal lead that you receive. You can mark dates and times that calls were made, emails were sent and any comments from the customer.
If you have any hints or tips that work well for your company that you think we should share with others, drop us an email and we’ll get it on the site.