Your Marketing worked - now what?
We realize that as an Expert in providing tech support, marketing your business is only part of the process. The next step would involve ‘how to handle the response from those marketing efforts’. Some of you are Experts who offer tech support to family, friends, neighbors and some of you expand beyond that circle and help anyone in the world who needs computer support. Either way, your expertise deserves compensation, whether you set the price or you let your customer determine what they can afford to pay.
However, getting to that stage of payment requires earning your customer’s trust and confidence, assuring them you can help resolve their issues – quickly, safely, and without incident.
Universally, people select and pay for services with those they trust. Getting a foot in the door to start a conversation with your customer is one thing, earning their confidence enough to warrant payment, is another.
So what would we recommend to help you convert your regular and new users from free users to trusting, excited paying customers? We’ve compiled a few tips from Experts who have had success in gaining customer trust, turning those tricky initial discussions into paid transactions:
1. Develop a relationship. During the intro chat, customers are typically unsure of what’s wrong, therefore fearing the worst regarding time and cost. Use that time to listen to the problem and ask questions about their usage. This will help you offer a summary of potential problem areas and an estimate of time and money to set expectations.
2. Alleviate concerns. Customers tend to have concerns regarding security, time investment, and additional cost. Clarify upfront your cost and time investment as an estimate, if it goes longer you will let them know in advance. Share the reconnect on reboot feature so they know they can get back in touch with you, and let them know about the 48hr money back guarantee so they can feel safe (The reboot feature is associated with our Home product).
3. Empower your customer. If you feel the customer is still uncomfortable paying for the session, offer them a ‘do-it-yourself’ solution so they can try to fix the problem themselves. Gaining trust by showing your primary goal is not to force them to buy, but to help is always a genuine strategy to gain trust.
4. Differentiate Yourself: Offer to check back in on their status after a session. This gives you an in to reconnect and earn trust, which results in word-of-mouth loyalty and revenue.
5. Ask for payment. After completing your session and providing the services you promised, there is the expected, “are you happy with the results? Is there anything else I can help you with?” If the answer is, “yes” and “no”, then the next step is to tell them the final cost and direct them to CrossLoop’s payment system to process their payment.
6. Ask for a Tip: If you’ve offered to provide help for free, there is nothing wrong with saying to the customer, “If you’re happy with the services I provided, I would welcome any compensation you feel the help I provided is worth”. This triggers the mindset of your customer to think in terms of a tip. When a waitress, doorman, taxi driver, hair salon, etc. provides a service, you typically will tip them 15% of the service value. Your expertise has the same worth.
Ultimately; listening, communicating, educating and partnering with your customers will help convert your free support into paid support – however you define it.