Improve your Odds of Client Retention

  • According to a popular lead management system, it takes an average of 5 to 6 attempts to contact a lead.
  • Most agents prefer making contact over the phone — this way they can ask multiple questions in one conversation and determine quickly if they can offer a suitable product.
  • Take into consideration the age of the consumer when deciding how to make contact. As new generations begin to purchase home improvement services over the web online contact could be more appropriate for this internet savvy consumer. This is a strategy becoming popular in the automative industry — dealerships have created “Internet Sales” departments to meet demand for online-only quotes and purchases.
  • Similarly, older generations are likely accustomed to doing business over the phone or in-person. and would respond favorably to traditional sales techniques. They might have difficulty trusting a relationship that is entirely online.
  • Call a contact at the same time of day that they initially filled out the lead form. Our Home Improvement Leads are delivered in real-time, so you can refer to the time you received the lead. This helps you reach the consumer when their regular schedule might afford extra time.
  • A counter strategy is to schedule follow-up calls at different times of day to increase the odds of reaching the lead. It can be as simple as printing off the lead and placing the sheets in time-frame boxes, for example 9-11am, 2-4pm, and 5-7pm. During that time of day, call all of the leads in your scheduled box. If you don’t reach the lead, that paper graduates to the next box for future follow-up. You can also track this automatically with a CRM system — for more information about using technology for contractor projects, see Home Improvement Lead Tip #5: Taking it to the Next Level with Technology.
  • Some agents have favorite times for calling homeowners. One popular time is after work but before dinner — approximately 5:00 - 7:00 pm. Another popular time is Saturday mornings, before weekend plans have begun. Most importantly, do whatever works best for you.
  • Just like some friends are bad about returning calls or replying to emails — some people communication preferences that work better for them. Try varying the method of contact to find one that suits their style.
  • Forget spam folders — don’t forget the power of standard mail. Some contractors send an introductory letter and a page of quote options as soon as they receive a lead. That extra investment really helps a contractor stand-out in the crowd.

What do you think about this tip? Do you have one to add? Email your comments and suggestions to: