So, a new lead has just emailed to inquire about your services? Well done! However, negotiating with a potential client to find out what they want and what they’re willing to pay can be a minefield – especially when the negotiation happens over email. Psychologists say that up to 90% of face-to-face communication is non-verbal, meaning that it’s often much more difficult to work out what a client wants when the only interaction you have with them is written in the body of a message. All the same, people are increasingly reaching business deals with clients they’ve only spoken to via email – and millennials in particular say they prefer emails to phone calls. Let’s look at some useful ways of building rapport over email and ensuring your leads turn into customers.
Negotiating over email
Below are some simple steps you can take to boost the likelihood that the conversation will turn into something more fruitful:
1. Don’t bombard them with quotes and brochures Unless the customer asks to receive price listings or other material immediately, you should not overwhelm them with information. Instead, aim to build a conversation and find out what their problems are and what they want you to help with.
2. Choose meaningful subject lines An email subject line makes it easier for the client to find your email in their inbox. It also tells them what the email will be about.
3. Keep the conversation going New leads may well be busy – don’t expect them to write long, detailed messages. It’s not uncommon for messages to be short and to the point. Don’t be offended or worry you’ve offended the client! Instead, keep the conversation going by asking them friendly questions which mean they’re more likely to answer.
4. Avoid length, focus on clarity Long, rambling emails will just confuse potential clients. While you don’t want to appear blunt, you need to make it easy for them to respond to you. Use bullet points or listed questions which they can answer in turn.
5. Top and tail longer emails with summaries If you need to write a longer email, you should summarize the key points of your message at the beginning, and also draw out any specific requests or actions you need the client to complete at the end of the email
Make it easier to close the deal
Once you’ve discussed your services and the client’s problems over email, you need to make it as easy as possible for them to move onto the next stage. Learn how you can set up an online booking system and take your first booking in just seven minutes with Book Like A Boss.
