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When Potential Clients Seek Free Information
It’s not often that I receive inquiries where a potential client is clearly seeking free information in advance of us actually working together, and I’d love to hear how you guys handle situations like this.
I know some trainers do offer an initial free consultation, with the hope/goal of converting that person into a client who purchases a training package. I’ve never been a fan of that particular business model for myself, partly because I see clients in a fairly wide travel area and this would not be cost- or time-effective for me.
Instead, I am happy to have a free phone chat first, to answer some general questions and also so I can gather more information to determine if I’m the right trainer match for them. Recently, though, a man named Eric called and he was asking me to specifically outline the behavior modification protocol I would use to assist him with his dogs. (Eric also asked if I come to “meet the dogs first” for free.) I told him it was impossible for me to outline a protocol when I don’t even have intake forms with detailed behavioral information and I haven’t even met the dogs in person. Instead, I described my training approach in general and also sent him links to my bio and detailed client reviews. After a few days, I heard back from Eric, saying he’s interested in proceeding, so I think our conversation and those links inspired some confidence.
To be honest, it’s rare that I get calls asking for free advice these days. In fact, I’m kind of surprised how often people will send an initial inquiry by email, receive general lesson package details from me, then proceed in hiring me without ever speaking over the phone!
How do you handle initial inquiries for your business and what have you found works best for you?
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4 Replies
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I like to chat with potential clients first. This helps decide:
1. what type of case it is: basic manner- type of behavior mod.
2. if it a case I am willing to invest in or if the client is willing to invest in
3. if our training methods align, to name a few important bits.
If they and we decide to move forward, my next step is sending the intake and t&c forms. I do try to book the appointment then to see how serious they are vs the emotional agreement of “yes, I am ready”. If they don’t, I suspect they were not serious and do not expect to get the forms back! There is the occasions where we do the vet check before booking when I suspect medical or they do need to check with another family member’s schedule.
I too speak of basic info. Once they book and pay the appointment deposit then I will engage in the “we are working together info and dialogue”. I think this helps keep them engaged and feeling their needs are being met with help.
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@jenz , thanks for sharing details about how you communicate with potential new clients!
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This is a great topic! Yes, I do a free phone call, if possible. I explain my training process and model and find out basic info about the dog.
Usually, I offer send them a follow-up email, outlining what we discussed. I attach my business info (and a little about me, that I also am a professional opera singer, vegetarian and advocate for animal welfare), references and obedience skills (with descriptions). If they want to do a meet and greet, I outline fee for that as well as take detailed notes, go over intake questions and dog’s history.
Usually, I get chatty folks on the phone calls. I have gotten a woman who exuberantly asked if she could pay me for the phone call, since I was so helpful…I didn’t think I had given much away, but it makes me think! And I refused, saying I would love to meet with her (which she could pay for) and potentially work with her, too.
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I like your communication model with potential clients, @bernerlabreclectus ! When you include personal details, does it tend to open up additional dialog? I could see how that might attract certain people who are of like mind.
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