In working with an on-line customer, give up your former “control,” training. What’s left is, not surprisingly the start of a possible on-line relationship that allows you to provide on-going options to them to lead you to the initial face to face meeting. In the end, this is the most effective way of working with on-line customers and prospects.
Consider the following four principles when working with the on-line customer. To be successful, each one requires an attitude shift.
1. The on-line customer is in control. They will not reveal themselves sooner than they are ready. Don’t push. You’ll likely loose them. But you must be willing to ask the questions, just don’t expect a positive answer the first time
2. The on-line customer expects you to guard their privacy. The only way you can build trust is to explicitly reassure your customer that you respect their privacy. Be sure you have a privacy statement posted on your web site. Throughout your site, whenever personal information is requested, once again, ensure your customer that the information gathered will not be used for any other reasons.
3. The on-line customer values their time, saving money, and making choices. Your web site should be flexible, and tailored to meet the diverse needs and services of your customers. A website without many property choices is simple a waste of time. Expect consumers to just want to browse. Make common sense places throughout your site for the consumer to leave a name, request a service or go to a higher level of access.
4. Before an on-line customer does business with you, they need to trust you, feel that you have their best interests at heart, and know you have the expertise to help them. You can only build a relationship with them by giving them what they want, when they want it. They will usually do it in stages, revealing themselves only after these three criteria are met.
– Give them what they want – Access to more property
– Friendly interactive site that portrays you in a positive light (Image Building)
– Upon request, follow-up as instantly as possible!
Keep in mind – don’t expect to get back 24 hours later and have them always remember you. Online leads simply do not work this way.
Sign-up For FREE Updates
