How To Make Sure Your Prospects Don’t Fall Through The Net

September 9, 2014

How To Make Sure Your Prospects Don't Fall Through The NetA couple of weeks ago I wrote a post about how to treat your prospects, but no matter how well you treat them there are still times when they fall through the net. I’m looking at how well I track prospects and there’s plenty of room for improvement … thus my procedure for prospect management has come under the spotlight.  Here’s what I’ve come up with.  I hope by sharing this with you it helps you to increase the conversion of prospects to clients!

Note: If you’d like the Excel spreadsheet to track your prospects with, simply email me and I’ll send you a copy.

Scope

The scope of this procedure is to ensure new prospects are followed up in a timely fashion while being measured in order to see which channels are generating (and converting into) new clients.

The following templates have been set up in Outlook in order to increase efficiencies and minimise lost opportunities.  Note: there are a number of tools (CRM, Email Tools) you can use to help automate this process though the content remains the same.

Procedure: Tracking Prospects

  1. Receive enquiry from a prospect.
  2. Enter prospect information into the PROSPECT spreadsheet.
  3. Send prospect email Template 1: Prospect Response.
  4. Add prospect as a contact and connect with them on relevant social media networks.
  5. Diarise note to follow up email in one week with email Template 2: Follow up.

Client sends through task or communicates their desire to work with you.

  1. Email prospect email Template 3: Registration forms.
  2. Update PROSPECT spreadsheet.

Complete first task for client

  1. Send client email Template 4: Thank you, which includes a link to the customer satisfaction survey.  Make a diary note to ensure this email is sent out 7 days after the task is completed.
  2. Review survey results and print updated survey report.

OR

Don’t hear back from client following response or prospect says they will be in touch once they have organised things their end, in which case diarise a follow up and stay in contact with them in the interim (sharing information, making introductions and adding value to their business by way of your communication).

Email Template 1: Prospect Response

Dear [name],

Thanks so much for your email.  [Insert personalised response to their comments and questions].

I would love to work with you in your business.  To give you a brief background, I have been a VA since 1998 and as demand has grown I have built up a small team of local, talented contractors who each specialize in the various services I offer.  90% of my clients are small business owners meaning I am constantly hearing about and learning new tools and ways to improve business.  For you, in addition to assisting you with the services offered on my site, I can suggest and work with you to support your workload and ultimately, your business success.   If you are successful, I am successful!

There are two ways to proceed from here.

  • We talk!  Just let me know when would be a good time for me to give you a call so we can fully discuss your needs and where you need support.  From here we can decide the best package for you.
  • I get started straight away. If you have a task or project you would like me to get started on immediately, simply email it through. If I have any questions I will ask for clarification.

The paperwork: Once you decide to go ahead with my services I will email you my Terms of Engagement form and sign you up for your package.  Then we get cracking!

Once again, thank you for your enquiry.  I hope I have answered your questions, if not please don’t hesitate to ask away.

I look forward to hearing from you!

Kind regards,

Justine

Email Template 2: Follow up

Hi [name],

Regarding my response to your enquiry on the [insert date], I just wanted to follow up briefly to see if you had any further questions about working with me.

If unsure about the best way to get started or delegate tasks, the attached form is one I use for new clients and may help.

If on the other hand you have decided to work with another VA or have shelved the decision for now I wish you the very best and again, appreciate the opportunity to connect with you.

Kind regards,

Justine

Email Template 3: Registration Forms

Hi [name],

Thank you so much for choosing me as your VA, I’m really looking forward to working with you and getting to know your business better.

Attached are the forms as discussed.  If you have any questions about these, don’t hesitate to give me a call.

Once I have received these back we can then get cracking!

Kind regards,

Justine

Email Template 4: Thank you

Hi [name],

It was an absolute pleasure working with you on your first project and again, thanks so much for choosing me to work with you.

However, my pleasure is not important!  It’s your opinion that counts, and with that in mind I hope you don’t mind taking 5 minutes to fill out a brief survey about how you found the Your VA experience.  Click here to take the survey: https://www.surveymonkey.com/s/VA_Experience

Please brutally honest.  By learning where I can improve and what I did well I can constantly improve my customer service and tweak any bumps you encountered.  As I say to other clients, you can be as direct with you criticism with me as you like, you’ll never need to see me sobbing at my desk!

Thanking you in advance,

Justine

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