Your initial engagement with a lead is one of the most important forms of communication for your business—it’s a defining moment for you to lock in a potential client. Even in the virtual world, first impressions are everything, and your responses are a part of the client experience even before they officially book you. If you can take advantage of the moment and “put your money where your mouth is”, you can covert those inquiries not only into clients, but into raving fans.
Once someone has made a connection with you and your brand through your website, they want to experience the same authenticity that initially attracted them when they reach out to you. They’ve set an expectation for your business, and it’s your job as a business owner to ensure those expectations are being met. To do that, you have to make sure you’re being consistent across all channels of communication, including your responses to inquiries.
The same message and tone conveyed on the pages of your site needs to be mirrored in your inquiry responses. People looking to invest their money want to do so with businesses that are genuine, transparent, and welcoming. If they don’t feel a true connection from your initial communication, they’ll look elsewhere, or worse, consider you a fraud. Not good.
Look at your initial responses to past leads and pay attention to the tone of these messages. Are they inviting and personable? Are you simply responding to their questions and nothing more? Do they match the tone on your website? If not, you’ve found an opportunity to implement change and turn future leads into customers. Your inquiry responses are the perfect way to show potential clients that you’re exactly who you say you are.