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Cheshire Cat Special user Wilmslow, UK 941 Posts |
I think seriously a lot depends on the type of call. If they are making a sincere call to go over details, or they are a bit "panicky" (had one call tonight) about having 30 kids to a party, then it's your duty to put them at ease and have a laugh and a joke with them if they are panicking.
However, you do sometimes get the confrontational type who may say: "just making sure you are going to TURN UP" (I hate those words!). Almost as though they are accusing you of being unreliable. This can quite often be the result of a friend who booked sub standard entertainment winding them up! I find the latter try my patience at times and have come to reply: "yes, everything is all right from OUR side". Tony. |
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magic4u02 Eternal Order Philadelphia, PA 15110 Posts |
I think if a person keeps calling back, then perhaps you need to look at your sales picth a bit more and make sure you have it down right.
Whenever someone calles me, I want to make them feel at ease and answer any questions they may have. I also want to hear about their problems for the event. I can onloy do this if I learn to LISTEN to the client. If I learn to listen, then I can get the client to open up more to me. When they do so, they feel more at ease and I really can figure out what issues they are concerned with and problems they are seeking answers to. This is how I can be a solutions provider to them. I can provide solutions to meet their needs and by doing so, I add value in their minds. I never leave the phone conversation without making sure they are totally comfortable with me and I leave it open for them to e-mail me or phone me at any time. I also make it a habit of doing a follow up call a few days prior to the event and I tell them I will be doing this. If it is a larger event, I will always send out a contract or a confirmation letter in the mail to them. This makes them and me feel confident that everything is taken care of and everything has been addressed. Do not fear the client calling you. Build relationships by answering their questions with a pleasant attitude and they will thank you for it. Kyle
Kyle Peron
http://www.kylekellymagic.com Entertainers Product Site http://kpmagicproducts.com Join Our Facebook Fan Page at http://facebook.com/perondesign |
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rossmacrae Inner circle Arlington, Virginia 2475 Posts |
Let's say "14 times" is not an exaggeration, but a real number.
Then you've got a TERRIBLY nervous parent, and you need to assure them that you have things well in hand - beyond that, maybe the customer is just hopelessly a "Nervous Nellie" - well, you make money from nervous people as well as confident people, it's all bankable. Handling the varying needs of clients is included in the definition of "customer service." I'd far rather have a very nervous parent whom I know, in advance, that I can please (as soon as she sees me taking the spotlight off her and managing the kids) rather than a parent who is hostile ("didn't want to hire this idiot but my wife insisted, what's he doing that's worth $175 anyway?") or clueless ("did he say he needed all the kids in the room now - oh, here comes grandma, I'll just take the birthday girl outside for some pictures while he finishes the show") or too *** poor to afford me ("I know I told him to come tomorrow, but the present and cake and balloons cost so much, this is getting too expensive, I'd better cancel and tell him the kid's got the mumps"). Emazdad - I would KILL for anything like the Equity situation you describe over here in the "so much better than any other darned country" USA (that's a bit of sarcasm, that last little interjection) - over here, Actors' Equity is a major union that only covers professional theater. One of our better folksinger-songwriters (John McCutcheon) was instrumental in getting the AFM (American Federation of Musicians, that heretofore had only handled orchestra musicians and the like) to start a sort of "itinerant local" for performers who play verying spots at pubs and coffeehouses and fairs and the like, one-night stands - but I inquired, and even if I promised to sing at every show, I couldn't quite fit in ... it would have beewn SO nice to have union power behind me, both for the "enforcement" you mention, and for the insurance and retirement plans. But even though they had stretched to handle performers in venues that are businesses, they just don't handle living-room performers. [*sigh*] Would have been nice. |
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