Why Don’t They Answer The Phone?

I wrote last week about the new area in which I’ve begun consulting. Thank you, by the way, to all of you who both read the announcement and sent along your support.

The bulk of the people to whom I speak about investing in a franchise come to me via a system of ads. Some of the ads promote a specific brand and others just speak to the great opportunity buying into a franchise affords someone who is looking to work for themselves. Both types of ads generate leads. These are people who fill out a form and ask to be contacted. With me so far?

What’s struck me after contacting nearly 100 of these respondents is how few of them actually respond. I realize not everyone is going to answer the phone, but if they don’t, I leave a polite voicemail and send them an email as well. Obviously, they’ve provided the information. Most don’t respond to either, even to say “hey, I was bored late one night and I filled this out but I’m not really interested.”

You should know that I’m not selling them anything. My services are free. Like a realtor, I’m paid by the seller; in this case, the franchisor. Once I get them on the telephone, it takes only about 10 minutes for me to assess their needs and to figure out how we should proceed, so this process is neither time-consuming nor costly. They’ve taken the time to start the process yet they hit the brakes before it even gets going.

What’s the point for your business? Sometimes customers know they have a need but they’re afraid of solving the problem. For any of us, change is hard. For people who are unhappy with their lives, it can be crippling to believe that there is a better way on the other end of the phone or through the door to your business. In my case, most of these people want to change their lives somehow and I think they were channeling that when they filled out the form. When change came knocking at their door (or calling their phones), the fear kicked in. Any business faces that to a certain extent. Why don’t people go for physicals? Putting aside the cost, I think in part it’s because they don’t feel bad and they don’t want to know if something is wrong. If the states didn’t mandate auto inspections, how many people would routinely have a mechanic give it the once over as preventative maintenance?

Part of what we need to do as good businesspeople is to guide our customers. They may be fearful or reluctant. Remember that they wouldn’t be at your door if they didn’t have a problem big or small that they need to be solved. Your job (and mine) is to help them with that solution and a better life. Make sense?

Advertisements

Leave a comment

Filed under Huh?, Thinking Aloud

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.