Why Have Your Customers Stopped Calling?
As small business owners, we are especially eager to see our customers succeed. But keep your language and enthusiasm in tune to what is needed. Don’t overwhelm your prospects with too many options or choices all at once. Keep the conversation comfortable.
In Hawaii, people always want to bring something to eat when celebrating a special occasion. Sharing food is a way to share trust. But ever notice what happens when parents come over? They will bring a 10 pound ham, hamburger casserole and lots of cookies and treats! This is how some entrepreneurs work with their customers. They are so eager to talk about everything they have to offer, it can be too much for the customer.
Look for the following signs to see if your enthusiasm might actually be scaring customers away:
1. They’ve Stopped Calling
Was your new client highly enthusiastic? Did they respond to each of your phone calls and e-mails, only to suddenly drop off with no real reason or explanation? Has it suddenly become harder for you to get in touch with them?
Ask yourself if you’ve been smothering them with too much information. Have you been throwing out too much too soon?
2. They’ve Stopped Asking Questions
Were your clients initially intrigued with all the new possibilities you offered them? Do you work in an industry that is complicated and hard to understand? It may be your clients feel confused or intimidated after having talked with you.
If you suspect your customers are feeling “less than” after having a conversation with you, make sure you’re not talking over their head or throwing too much jargon their way. Sometimes we use industry speak as a quick shorthand in business, but leave the jargon out when talking to your customers. Speak to them in friendly, conversational, every-day language, just like you would with your neighbor or best friend.
3. They Feel Left Out
You don’t want to be like the popular kid at school, while your client feels left out. Make sure the two of you are in sync every step of the way. Even if they encourage you to take the initiative or say they don’t want to be involved — touch base weekly with an in-person visit or two just to say hello and see how they are. Over time, projects have a way of taking on their own life, and you don’t want your client being left in the dark. Be reassuring and inclusive.
As business owners, we sometimes treat our customers as family. But if we give away too much too soon, it can have the opposite effect. Be akamai, and take it slow. Use your business sense and be careful with the way to introduce your products and services.
