Up Your Follow-Up Game & Win!
I hear a lot of business owners and leaders talking about "getting leads". Don't get me wrong, leads are important. However, what you do with those leads is more important. When you get a lead, how long does it take you to reach out and make contact? Did you know that your chances of closing that lead as a customer drop drastically if you do not make contact in the first minute or two, in many cases. Your customers are able to click and learn about your competitors very rapidly. If you are failing at "speed to lead", you are likely missing clients. How many times do you follow up? For how long? I suggest following up "until you get a solid yes or no". That lead is a client until they prove themselves otherwise. The only way you know they are not a client, is to hear that actually say "no, I am not interested". Until you get that no, they are still a potential yes. If it takes 10 follow-ups or a year, keep trying. You never know if that potential client has had a change in life condition that makes your services more or less relevant over time. Don't give up. Follow up on your leads. And don't just text ..... GET ON THE PHONE!
Customer Appointment Confirmations
Let me preface with how we currently use Jobber in our daily workflow. I own an Appliance Repair Company and we currently have any new home visits setup as Requests. If we order parts the Request is then turned into a Quote so we can keep track of open orders. Once the customers part/s get checked in it is then turned into a Job and a return visit is then scheduled, upon completion the Job is then turned into an Invoice and payment collected. If we complete the home visit on the first time going to the customers home then the Request is turned into a Job and then an Invoice and payment is collected. One of the things I would like to integrate for my team would be better automation for confirming customers appointment times and the way that Jobber currently does this is not the best. What I am requesting would be a button inside the dashboard that would allow either the dispatcher or with permissions each technician to send out a batch of automated texts/emails to each customer on their schedule for the following day through the Jobber Two-Way Texting Number. It would be nice to also allow this to be automated as well (ex. every Sunday-Thursday at 6pm it would auto send for the following days Requests/Jobs). It would be fantastic to allow this to be editable to show details regarding their upcoming appointment specifically an arrival window. We cannot guarantee we can show up at an exact time as some jobs take longer then others and drive times may also vary so we book in 2 hour time slots. It would also be advantageous to include a prompt that would allow the Client to Respond Yes to Confirm and No to Reschedule. This should then be trigger an action that would then document their response into the Notes section of the said Request/Job. If they Select No a Task would then be generated and either sent to the Dispatcher or Technician, whoever sent the batch appointment confirmation. If this message goes un-responded to maybe allow it to send a reminder the following morning or notate that it is un-responded so that the appropriate person can follow up with the customer via phone call. As of this moment the only way there seems to be to do this is have someone build a custom prompt with Zapier and Twilo or other 3rd party software using webhooks and APIs. I am a huge proponent of keeping things as simple as possible and that the fewer apps that need to be used to perform a task the better as you are eliminating points of failure. I understand that not everyone has a cell phone but in todays day and age my Barber has this setup so I am unsure why it isn't possible to have this built into Jobber. If I am missing a feature in Jobber please feel free to let me know or if there is a simpler way to do this other then with Zaiper I am all ears! This is a time sink for myself as well as other service techs who have just worked a full day and then now have to call their customers for the following day. I would love to elevate that burden from them the best way possible. If someone know of a way to set this up with Zaiper and another app I am also all ears for that!What is your favorite feature in Jobber? Why?
I'll go first. My favorite feature in Jobber is probably the new quote templates. This makes our selling process so much easier. It's also easier to train new sales people because we don't have to teach them how to write an entire quote. We can just teach them which template is best for the job, they are bidding.
