Quotatis Pro | Blog

What to do if your Customer Doesn’t Return your Voicemail

It’s one of the most frustrating things in the trade industry when customers don’t return your voicemail messages. We all know that people are often busy and don’t have time to call back straight away, but it doesn’t make it any less annoying for you when you want to get out and quote.

So that’s why it’s important you don’t give up at the first hurdle and get ready to make some follow-up calls. In just four simple steps, you could be in touch with your customer and quoting before you know it.

1. Take a step back

The most important thing you can do with unanswered voicemail messages is just be patient. Remember that your customers will be balancing their work and social life, trying to ensure that their budget stretches to their family’s needs and more. So someone might make an enquiry about installing solar panels on their roof, but they might not want to complete the project straight away. That means that they might not call you back immediately.

Most of the homeowners we speak to are looking to complete their project within 6 months, so you might get a call back 3 months down the line. But lots of customers will be in the planning and budgeting stages, so they want to speak with reputable and friendly pros that can help them.

It’s vital that you don’t just assume that the enquiry is dead. As long as you call them within 24 hours, you shouldn’t worry if you don’t close the deal within that time. As we wrote yesterday, some pros have told us that they have got a job from an enquiry they received months before.

2. Keep a record of each enquiry’s progress

If you have to leave a voicemail for the customer, make sure that you track that you’ve done this. In the Quotatis Smart App, you can mark the customer’s details to call back later. It’s a good idea to set a calendar remind in your phone to call back the customer in a couple of days too, so you maximise the chances of quoting for the customer.

3. Don’t forget to leave all your contact details on the voicemail

It’s a rookie mistake to leave a voicemail without leaving your name or number, or both sometimes! If you realise that the customer didn’t answer your voicemail, try to remember if you left your name and number as a minimum. If you didn’t, call back right away. As a rule, we say not to call many times in a day as it can upset the customer. But in this instance, call back and leave another message with your name and number if you need to.

When you leave your name, just leave your first name. It makes the contact seem more personal and will encourage customers to trust you more.

4. Check the number

It’s not uncommon to accidentally dial the wrong number. We all make mistakes. So make sure you go back and check you typed the number correctly if you get a customer’s voicemail.

Lots of customers will return your voicemail with no problems, but if you do struggle to get a response, try these tips. Remember that patience and follow-up calls work wonders.

 

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Emily Rivers

Emily Rivers is the Customer Experience Manager at Quotatis. She informs customers of the latest developments in a range of products so they can make the best choice for their homes and ensures they get the best out of our service.

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