In this episode of Inbound Sales Journey, Gray and Ryan discuss how to establish business hours with your sales team and how to set expectations with clients.
Business hours can be a fine line in today’s digital age. Many people expect fast responses and agency sales reps that are always connected feel obliged to reply to prospects as soon as they can. In fact, there are proven examples that quick responses to prospects help increase the chance of sales.
However, issues arise with the fact that after signing up as a client, a company may expect the same level of communication that got early on in the sales process. This can easily cause frustration with agencies since clients can become demanding and require more and more of their time.
You can’t run an agency if you’re not able to focus on your business and instead always dropping everything for client requests.
Some guidelines that we suggest are setting expectations very early one when they onboard about the availability of your hours and how you work and explanations. This helps reduce communication issues.
Also, in this day and age, we suggest that a 24 hour response time is reasonable and makes sense. If you do reply faster than that for a client, they'll feel better about it than if it's framed that you respond immediately.
You should always be willing to break your rules to delight clients as long as it makes sense and won't turn around and bite you later on. Giving a reason for what you’re breaking these guidelines helps keep you in the clear.
Setting business hours and communications expectations across your agency and with clients will save your company a lot of hassle and stress in the future.
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I focus on ZenPilot's growth and marketing. I've worked with a variety of start-ups and businesses to achieve fast growth, increase their revenue, and become more profitable. When I'm not working on ZenPilot, I'm outside, traveling or reading.