How can we help you today?
How do your new customers contact you? Once they do, what is the process you take from there? What is the first question you ask them? How do you get your client through to booking in for their tennis?
I have recently signed up to a process called Business Fast Lane through a Perth start up called Biznostics. My coach there is Gavin, who through their software, identified our sales process at Scarborough Tennis Academy as the first area that could do with improvement.
So with my small team we went through our usual phone and email spiels and the direction that the conversation naturally takes. Also important was the direction the conversation takes if we do not have exactly what the client is after. You may want it to be from enquiry through to booking but it may be enquiry through to waiting list.
Gavin suggested a program Lucid Charts as one that offers a good free option for flowcharts. It was really easy to use and naturally I prefer a visual chart rather than a list. This could easily map the conversation we have with our clients and was easy to add and edit the charts.
So the aim is that all of my staff will understand the flow chart and any conversation they have with a potential client will follow a consistent path. This results in asking the right questions and ultimately finding the right program for the client. We then have a different process for those who are already a part of our program.
Here is our basic junior sales process for our new enquiries.