Advice on potential clients - follow up?

kelley piasecki · 10-31-2005, 02:27 PM

I have two potential clients that contacted me last week.....one by email, and the other by phone. Both had found my contact info on the web.

I talked with the one mom on the phone for about 1/2 an hour on Thursday, and we hit it off (at least that's what I thought). She asked for references, and seemed like she was really interested! I also gave her my website addy. Do you doulas follow up and call? Or do you just wait for them to call you back?

The one that contacted me by email.......I emailed her back, giving her my website address, but haven't heard from her. (This was also on Thursday) I just emailed her this morning as a follow up, seeing if she had any questions, etc.

Then I started to wonder....maybe there is something that turned them off on my website???

I guess I just want to know how you follow up with potential clients, if you follow up at all, and if you get people who just kind of check you out, but maybe aren't that all seriously interested.

This waiting is driving me nuts!!

(These two would be my first actual "paying" clients!)

Pambug · 10-31-2005, 02:34 PM

Quote:

Originally Posted by kelley piaseck

Then I started to wonder....maybe there is something that turned them off on my website???

I don't think it's your website. It looks great! It's very easy to read and navigate plus it's attractive.

Kalamazoo Doula · 10-31-2005, 03:24 PM

Kelley,
I usually always do a follow up call. I just call and ask them if there were any questions that they had and if they would like to schedule a interview. I've only come across one potienal client who ended up going with another doula, but she was very nice about it.

Kelley, it is not your website, it is great! Maybe their weekend was crazy! Did you happen to say a date that you would hear back from them? I some times just tell them that I'll give them a few days to look over the info that I gave them, and then I'd be in contact with them then.

Let us know how it goes

tlcdoula · 10-31-2005, 04:00 PM

Honestly there is no telling why someone might not call you back, but I always tell people that I do not hold a spot for them and cannot guarantee that I will be available until they have signed my contract and paid the deposit. The reason I do this is because I found many people would call or ask for information and then weeks before the birth they would get back to me expecting me to still be able to take them on.

You will also find that many people will call you or contact you in one way or another to get information only to decide against going with you for whatever reason. You need to take it all with a grain of salt and not take anything personally. Just make sure they are aware of the fact that you cannot hold a spot for them without the signed contract and deposit and that you are continually in the process of interviewing people.

I have had people not take me because I have too many kids (they figured I wouldn't have time to attend their birth), another because they didn't like the smell of my shampoo and wanted to know if I would use their all natural, homemade shampoo (not something I was willing to do - I like my Garnier Fructis and am allergic to many homemade things since they are made with oils that I am allergic to). I have also had people not hire me because they felt my fee was too high (I actually had one person expect me to do an interview, two prenatals, the birth, and a postpartum visit for $100 when doulas in my area get $300 at the cheapest and $800 at the most expensive end).

One bit of advice is to keep the interview short. I don't do much discussion over the phone, but instead set up an interview with them where we meet in person. I take along a pamphlet I created, my business card, my contract and also my portfolio to share with them. I keep the interview short - usually 15 - 20 minutes (30 minutes tops) and make sure they know that I cannot hold a spot. Usually when in person if they like me they will sign right away. If they are interviewing other doulas they will typically give me a date that they will get back to me by. I never call them though, because I feel if they want me they will get back to me within a few days.

I hope they contact you back and don't worry about your website. It is great. Just take everything with a grain of salt!

DL · 10-31-2005, 06:00 PM

Hi Kelley,

It sounds like Michelle ("tlcdoula") and I do things very similarly. I never do follow-ups for inquiries (unless it's a return call/email to answer questions). If they're not ready to schedule an interview, then I let them know that they can call me whenever they feel ready, or even if they just have questions. I also let them know that I cannot hold a spot for them until they have signed a contract along with their retainer fee.

The reason I do not follow-up is that I do not want it to seem like a "high-pressure sale" to them (I just hate those, myself!), nor do I want to sound like I am desperate. I know that they will contact me again if they want me.

I'll initiate plenty of contact once they sign with me!

tlcdoula · 10-31-2005, 06:20 PM

Quote:

Originally Posted by Doula_Lori

The reason I do not follow-up is that I do not want it to seem like a "high-pressure sale" to them (I just hate those, myself!),

I am right there with you. I hate the high pressure sales feeling too. In fact if someone makes me feel that way they will definitely not get my business. For example, last week I found a Birkenstocks store in Hawaii and was so excited. I wanted to go in and try on all the shoes and planned on buying at least two pairs, but the guy was so high pressue I hated it and found the cheapest pair and bought only those. My dh chuckled because he said "had that guy shut up you would have bought the store." Sadly my dh was probably right because he could just see my eyes lighting up as I tried on a few pairs. I am like that with everything and never want to make someone else feel that way.

tlcdoula · 11-01-2005, 03:09 PM

Quote:

Originally Posted by My2girlsmama

Are the initial 15 min interviews you give free?

I have just recently changed how I do this (although since I am not taking clients right now I haven't actually put it into play LOL).

The way I am going to do it from this point forward is to have them come to my office and then yes the interview is free. If they insist on me coming to their home then I will charge them for my time. I know that sounds harsh but I have the office and want to use it. Before I had an office I would do all appointments free at their house. The problem was that sometimes I was traveling 45 minutes away from my home each way and then to not be hired was a bummer. Plus I have gotten myself into the situation more than once of not being in nice neighborhoods, so I don't want to do that anymore. Also I believe it will weed out those who are seriously considering a doula and those who just want to interview doulas as part of the latest trend (yes, this does happen - a friend has a doula so they feel they need to interview a doula too only to decide it is too expensive or not for them). The way I see it is that they won't schedule to come to my office if they aren't seriously interested.

kelley piasecki · 11-01-2005, 03:31 PM

Thanks you guys!! All of your information was great and worth reading.

I am not a high pressure person either. I feel the same way that if you are too high pressure, then that turns them off. I was just curious to see how you all handle it.

Thank you for your advice, and I will just leave it and see if they call or email me back.

Thank you!!

Kim Trower · 11-01-2005, 06:48 PM

I don't follow up either, a little high pressure for me too. When they call I answer all their questions and then end with saying something like...would you like to set up a date for an interview that way you can get a personal feel for me and we can go over any other questions you have as well as my agreement. This hooks them in to a meeting (which i do for free), I bring all my paperwork for a new client because some have hired me on the spot and it's nice to fill everything out right then. If they want to think about it, they say they will let me know. I let it go until I hear from them again. I don't get offended if they choose another doula...I believe it is a very personal choice and know that I cannot please everyone with my personality, most but not everyone. LOL!!!