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How to answer two tough offline client questions.

by Sardent
4 replies
I've noticed both in my own business, and reading here in the forum that there are two questions that can be really hard to answer.

Question #1 - Do you have any references?

There are a couple ways to answer this.
The first is to be brutally honest. Let them know that you're a start up, but that that doesn't mean you don't know what you're doing, it's just the reason they are getting the absolutely incredible price on your services that they are.

Second, you talk to them about confidentiality, how important it is in this business. It would inappropriate for you to let them know what a possible competitor was doing, or had even used your services.

Third, follow that up with - the best reference I can give you is me. Pull up Google and enter your location and search for the terms related to your business. For example, if you provide business fanpages in Oakland, are you on page one at the top for those keywords?
Why not?
Entrenching yourself, and your website, securely in the local places scheme of things is the best reference you could give. Even better if you can rank for several different versions of the keywords. You're the business that's above the line, perhaps several times. Your site, your business blog, your review of your business site, etc. all need to be what pops up when they search those terms.

Do the work to get them there before you try selling the selfsame service to others.

Question #2 - Why should I pay you a monthly fee for lead capture, why not just a commission on the sales generated by the leads?

Now you could just say that's not your business model, or policy, but that's a highly unsatisfactory answer.

Much better to approach from this angle - your business is what you are an expert at, not selling widgets, not knowing what widgets do, not even knowing what they cost or if they're useful.
That is the clients business.
You have no idea whether widgets are popular, you don't need to know that because that's his business not yours. Although he can hire you to improve popularity because that might be part of what you offer.
You have no idea whether he has sales people who can close the deal, perhaps they're rank amateurs, or worse, bored family members, again, the responsibility of his business, not yours.
Your job, the service you offer him, is to help him improve the results he's getting with his business model.
There is no reason for you to risk the work you provide on his behalf on factors that are part of his business model.

You're not hiring on to become a salesman for him, your job is to provide his salespeople with greater traffic and opportunity, and their job to close the sales.

It's about boundaries and how each of you, the business owner, his staff, and you, are each there for a particular reason, what they do best. And to get the best results, it's important for everyone to play the part suited to them.

But in the case of both these questions, be polite, be respectful, but firm.
And the hardest truth of all...not everyone is meant to be your customer.
It the deal doesn't work for you, move on.

Say goodbye with a smile.
#answer #client #leads #offline #questions #references #tough
  • Profile picture of the author High Horsepower
    Simple questions, give simple answers. If someone is asking you for references usually that means you haven't done a good enough job of gaining credibility with that person. Positioning is very important before you meet the customer.

    I'm not going to go into detail about that, I would need to create a WSO.

    You can simply tell them that you have a Non-disclosure agreement will all customers that needs to be signed by both parties, that includes him.

    In regards to Commissions vs Leads?

    Mr Prospect, I don't manage your company, your employees, your sales team, etc... I can't control YOUR sales process. It's up to you to increase your conversion of the leads I supply. I don't have time to look over your books, verify what sales occurred, etc... You pay me per lead, if you don't like my service then FIRE me.

    I'll simply go to YOUR competitor.


    Originally Posted by Sardent View Post

    I've noticed both in my own business, and reading here in the forum that there are two questions that can be really hard to answer.

    Question #1 - Do you have any references?

    There are a couple ways to answer this.
    The first is to be brutally honest. Let them know that you're a start up, but that that doesn't mean you don't know what you're doing, it's just the reason they are getting the absolutely incredible price on your services that they are.

    Second, you talk to them about confidentiality, how important it is in this business. It would inappropriate for you to let them know what a possible competitor was doing, or had even used your services.

    Third, follow that up with - the best reference I can give you is me. Pull up Google and enter your location and search for the terms related to your business. For example, if you provide business fanpages in Oakland, are you on page one at the top for those keywords?
    Why not?
    Entrenching yourself, and your website, securely in the local places scheme of things is the best reference you could give. Even better if you can rank for several different versions of the keywords. You're the business that's above the line, perhaps several times. Your site, your business blog, your review of your business site, etc. all need to be what pops up when they search those terms.

    Do the work to get them there before you try selling the selfsame service to others.

    Question #2 - Why should I pay you a monthly fee for lead capture, why not just a commission on the sales generated by the leads?

    Now you could just say that's not your business model, or policy, but that's a highly unsatisfactory answer.

    Much better to approach from this angle - your business is what you are an expert at, not selling widgets, not knowing what widgets do, not even knowing what they cost or if they're useful.
    That is the clients business.
    You have no idea whether widgets are popular, you don't need to know that because that's his business not yours. Although he can hire you to improve popularity because that might be part of what you offer.
    You have no idea whether he has sales people who can close the deal, perhaps they're rank amateurs, or worse, bored family members, again, the responsibility of his business, not yours.
    Your job, the service you offer him, is to help him improve the results he's getting with his business model.
    There is no reason for you to risk the work you provide on his behalf on factors that are part of his business model.

    You're not hiring on to become a salesman for him, your job is to provide his salespeople with greater traffic and opportunity, and their job to close the sales.

    It's about boundaries and how each of you, the business owner, his staff, and you, are each there for a particular reason, what they do best. And to get the best results, it's important for everyone to play the part suited to them.

    But in the case of both these questions, be polite, be respectful, but firm.
    And the hardest truth of all...not everyone is meant to be your customer.
    It the deal doesn't work for you, move on.

    Say goodbye with a smile.
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  • Profile picture of the author jrobconsult
    Simple answers are the best way. Sometimes we tend to make things difficult. Besides, how many business owners would like to be pestered from other small business owners about references? Most are too busy running their business.
    Signature
    San Antonio Estate Liquidators
    Estate Sales San Antonio
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  • Profile picture of the author vivaarturo
    I did something very simple and has worked well.

    I created a site that had low competition.

    I then contacted about 20 seo firms that ranked on the first page of google for various searches and got quotes to do seo services

    In the quotes I got they nominated cost and time frame to rank on page one

    I then ranked my site on page one in three weeks. This was a minimum of 3 months less than what i was quoted and really cost me nothing but my experience.

    Now I use this case study when ever I talk to clients.

    Big Win
    Arturo
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  • Profile picture of the author Rus Sells
    1. Yes or No. Your posting this question probably because you don't have any referrals. What is a referral list anyways? Its a hand picked list of my most perfect clients who's projects went perfect. The question is not whether I can give you a list of my best clients, but what happens when I make a mistake or screw something up for a client. That's the real heart of the issue. How do I as a business owner handle that? Do I just run or ignore it? Do I place blame somewhere else?

    2. I'm OK with getting paid a percentage if your willing to open your books to me so I can see for sure what sales I should get a percentage of. Are you willing to spend the extra time to do that for me? Rather I think its just easier on me and you both for a monthly fee and I'll continue to promote and back link and you can just keep all the profit on any new customers coming from the web, hows that?




    Originally Posted by Sardent View Post

    I've noticed both in my own business, and reading here in the forum that there are two questions that can be really hard to answer.

    Question #1 - Do you have any references?

    There are a couple ways to answer this.
    The first is to be brutally honest. Let them know that you're a start up, but that that doesn't mean you don't know what you're doing, it's just the reason they are getting the absolutely incredible price on your services that they are.

    Second, you talk to them about confidentiality, how important it is in this business. It would inappropriate for you to let them know what a possible competitor was doing, or had even used your services.

    Third, follow that up with - the best reference I can give you is me. Pull up Google and enter your location and search for the terms related to your business. For example, if you provide business fanpages in Oakland, are you on page one at the top for those keywords?
    Why not?
    Entrenching yourself, and your website, securely in the local places scheme of things is the best reference you could give. Even better if you can rank for several different versions of the keywords. You're the business that's above the line, perhaps several times. Your site, your business blog, your review of your business site, etc. all need to be what pops up when they search those terms.

    Do the work to get them there before you try selling the selfsame service to others.

    Question #2 - Why should I pay you a monthly fee for lead capture, why not just a commission on the sales generated by the leads?

    Now you could just say that's not your business model, or policy, but that's a highly unsatisfactory answer.

    Much better to approach from this angle - your business is what you are an expert at, not selling widgets, not knowing what widgets do, not even knowing what they cost or if they're useful.
    That is the clients business.
    You have no idea whether widgets are popular, you don't need to know that because that's his business not yours. Although he can hire you to improve popularity because that might be part of what you offer.
    You have no idea whether he has sales people who can close the deal, perhaps they're rank amateurs, or worse, bored family members, again, the responsibility of his business, not yours.
    Your job, the service you offer him, is to help him improve the results he's getting with his business model.
    There is no reason for you to risk the work you provide on his behalf on factors that are part of his business model.

    You're not hiring on to become a salesman for him, your job is to provide his salespeople with greater traffic and opportunity, and their job to close the sales.

    It's about boundaries and how each of you, the business owner, his staff, and you, are each there for a particular reason, what they do best. And to get the best results, it's important for everyone to play the part suited to them.

    But in the case of both these questions, be polite, be respectful, but firm.
    And the hardest truth of all...not everyone is meant to be your customer.
    It the deal doesn't work for you, move on.

    Say goodbye with a smile.
    Signature
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