How to respond to inquiries in 2023
There are two basic principles when it comes to inquiry responses
Respond as fast as you can.
Get them on a sales “call.”
Those principles remain the same, but now there are so many different ways you can execute them that it’s necessary - nay, essential - to lay out the best possible processes that are going to get you the best possible result in 2023 - you get booked and paid. Inquiry replies from now on need to hit a little differently. Here’s how I recommend you respond to inquiries now:
Automate Your Response
You check your email in the morning to find that you’ve received two inquiries the day before that you didn’t see or respond to. Is there anything worse??
I may be exaggerating, but it’s 2023, which means there are fewer and fewer things in your business that you are required to do manually. Responding promptly to emails is one of them. Plus? Several studies say that customers expect a response within 10 minutes. TEN. Automation is the only way to play that game. It’s not considered impersonal now, it’s efficient.
Automation comes in different qualities, which we’re going to discuss in a minute. But even something as simple as configuring your website contact form to send a confirmation email works. I use Honeybook to automate my inquiry responses, and it has a whole follow-up system for my clients, too.
Automation also gives you time to create a great experience for your clients and set their expectations early. When you automate an email that says, “I’ll get back to you ASAP,” you look professional and reliable when you send the personal follow-up next.
Tell Them What To Do Next
After they inquire, what do you want them to do or see next? Review a brochure of your services. Attach it. Book a call? Give them a link to your scheduling calendar. Pay an invoice? Send that link. No one has any time these days - or at least they think they don’t - so don’t waste it. Giving them a call to action keeps them engaged and creates conversation topics.
Remember That It’s 2023, Please
So, what does that mean? If you’re a wedding or creative professional, many of your prospective clients don’t like talking on the phone. Many clients prefer to communicate by text or DM.
I mean, they don’t really need to talk to you these days if they don’t want to. They’ve seen you’re Instagram and your website and read your google reviews. They know what you look like and what you do, and they’re happy to suss the rest out online, too. Meet them there.
Set up your communication systems accordingly. In your contact form, ask for their (not required) phone number. Ask how they prefer to be contacted, but keep that list to how you can contact them. If you don’t have Whatsapp, don’t put it on the list. Don’t put FB messenger on the list if you're never on Facebook. Unless you have a CRM like Honeybook or another online contract and billing system, you will have to email those. But until then, roll along.
All Automations are not the same
And wherever you are, you can go next level. If your website sends them to a confirmation page, edit that page to link to your calendar or download a brochure.
Honeybook can create an automated follow-up sequence for inquiries, including the scheduling link/brochure/invoice and a little bit of marketing. It also tells you if the email has been read. Next level - IF you set it up that way.
There’s an old saying, “When you can’t play for. the win, play for time.” Automation lets you play for time, giving you space to craft a personal follow-up while creating engagement, which is incredibly important in the inquiry process. The like, know, and trust factor is no joke!
If you’re still crossing your fingers and replying to inquiries 48 hours later, and you want to uplevel that game, let’s talk. Click here to schedule a zoom (or Facetime) call with me, and let’s discuss.
I’ll talk to you soon,
Elizabeth
Honeybook saves me up to 10 hours of admin work a week and helps me provide the best service to my clients. If it’s time to take the word overwhelmed out of your job description, click the picture for a free week's trial, and get 35% off when you sign up for an account.
