You want and need your customers e-mails. After all, easily sending reminders and follow-up Quality Check forms for FREE is an irresistible combination! BUT many home owners are increasingly reluctant to give out their e-mail address.
Bypass this road block by including a Valid Business Reason (VBR) when asking for your customer’s e-mail. For example, use this “Columbo Close” incorporating a VBR as you finish the booking conversation:
“OK, Mrs. Jones, so I have you down for this Friday at 10:00 in the morning. (Pause here just like Columbo used to do!) Oh, by the way- I’d like to e-mail you a check-list of how to prepare your home for our crew right now. What e-mail address should I send the check list to?” (Adding the “right now” to your VBR will appeal to the customer’s desire for Immediate Gratification. After all, she is focused on this carpet cleaning topic right now and wants to tie everything up- including receiving your “Getting Ready” Check List.)
Once you include this Valid Business Reason (sending her a check-list) as an “excuse” for requesting a customer’s e-mail address almost everyone will comply. If you hit the occasional reluctant customer you can quickly say, “That fine, Mrs. Jones, however last year we went to a paperless office. We absolutely promise to never, ever spam you or to share your e-mail address. Most of our clients find they save a lot of time by communicating with us online instead of tying up their phone line. But if the phone works better for you that is great too.” Pause again here and usually they’ll cave in. If not, send the “Getting Ready for the Big Day” check list by snail-mail and that works too!
P.S. So how are you getting your customer’s e-mail addresses and what are you sending them? Post your comments below!