I love what you have done in this post by breaking down different elements of customer contacts during a transaction (also love the nifty graphic). If I may add 1 point.. is to establish a system & scripts once these 5 steps are figured out to streamline the process for the future. This way it will also help you as a solo to respond clients’ questions like they are second nature.

As to the comment above on working on referrals only, it’s interesting because I personally feel that is not a cop out but to be more selective in terms of deciding who you want to work with. To work with just anyone knocks on our door is more risky because the clients may not necessary qualified to work with you or can be clients who can suck out a lot of your energy but yields little rewards. I think it can also speak volume about how you do business. I work in the real estate industry (style & stage homes for sale) and generally only the top, senior and seasoned agents work referrals only. They are so experienced and reputable that they no longer need to advertise, they have enough clients and they only work clients that fit their ideal client profile.

Just my 2 cents!

Cheers,
Cindy

Stage 1:
If for example, your ideal target client is a cash-rich but time-poor kind of person, then what type of channels/messages work best for them? It’s unlikely to be long-winded sales brochures that they have to plough through and rather short, snappy copy in a format that they prefer to read (e.g. easy-to-access web info rather than have to mail them a brochure out).

Stage 2:
Using the same example target market as above, would that cash-rich/time-poor prospect want to be faced with 10 options to have to choose from or perhaps 2 or 3 of the most suitable ones? And are the options they’re faced with the absolute ideal solutions or do they have to compromise in any way? Once that prospect has made the decision to work with you, do you make them jump through hoops to complete their payment (e.g. request x forms of ID, make them sign umpteen forms, complete x, y and z assessments, go to a post box to mail a cheque to you etc. etc.) or have you simplified this to make it simple, quick, painless and easy to get started? (e.g. online payment, a simplified sign-up process, streamlined questionaires/assessment forms etc.)

Stage 3:
When you say you’ll send them an initial spec form or brief form for completion by x date, do you do it? Or do you let it go by a day or so, thinking that now you’ve got the sale you can relax? Does your first impression convey the impression you gave during the sales process?…that you’re professional, do what you say you’re going to do, and deliver on your promises…or do you just let things slide simply because you don’t have your processes set up to make the introduction of a new client smooth and efficient?

Stage 4:
Given this cash-rich/time-poor client doesn’t have time to check out your website each month for the new services you offer, how do you let them know what additional services you can offer that might be of use to them? Maybe they’d prefer to receive a personalised email mentioning specific services that might be of interest to them or perhaps a quick mention on the phone when you speak to them and something comes up - mentioning again that you’ll send them the relevant details in a follow-up email if they express an interest.

Stage 5:
This cash-rich/time poor client clearly doesn’t have the time to find out/think about whether you’d like him to help you get more business; but he may well have plenty of other contacts who could benefit from your services. Many people forget that when they need business, asking for it is vital - never assume people know you want/need business. In this example, perhaps another email specifically asking if the client knows anyone else who’d benefit - or given that you don’t want to be taking up their precious time with yet another email, perhaps stating this up-front in your client intro process (e.g. a client referral form) is better or combining it in your email giving info about further services.

Sorry guys - there’s a few more questions in here but hopefully giving a specific example helps. The answers will obviously differ depending upon the needs of your ideal target market so don’t take this example as the only one….