Episode 33: 3 Common Client Objections (And How to Handle Them)
What do you do when a client says your services are too expensive, or that they need to ask their partner? Or when they say the most vague thing of all: “Let me think about it.” Today we are sharing the ways you can treat those objections with grace and move your “think about it prospect” to a “sign me up client”.
Episode 33 Show Notes
- [5:53] Objection 1: “I have to ask my partner (husband, wife, spouse, etc.)”
- [7:00] One way to approach this is to make sure the potential client knows what the next step is – usually, it’s just a two-hour consultation. Hearing this will let them know you can start slow and build from there
- [7:42] Another option is to schedule a follow-up call on a specific date after they have talked with their partner so both of them can be present on the call
- [8:27] Acknowledge the objection and then ask if they think you are the right designer for their project. This is a good way to filter out responses and figure out the next step
- [8:59] This is also a great opportunity to address any unanswered questions they have that has left them feeling unsure
- [9:18] Scheduling a follow-up call with all parties available shows that you care and it will build trust and keep things moving
- [10:05] Remember, no matter what the objection is your first response should always be “I understand”
- [10:29] Objection 2: “I can’t afford it” or “It’s too expensive”
- [10:49] It’s never about the money
- [11:06] Sometimes, it’s lack of trust. Maybe they don’t believe you’re the right person for the job
- [11:11] Or the service that you’ve suggested isn’t the right fit for their actual needs
- [11:38] Taking it away from the money and making it about trust, that you’re the right person, can oftentimes be the tipping point that can move them forward
- [12:17] Acknowledge that it is an investment but assure them that you will deliver exceptional results – “I understand this is an investment. We’re committed to a level of service that will totally knock your socks off and we’re going to see everything through to full completion down to the last frame being hung on the wall”
- [12:39] This objection is an opportunity for a downsell. Maybe instead of full-service you can offer them e-design or a designer for a day package
- [14:35] Remind clients that you will save them time, money, and mistakes before diving into the downsell
- [15:10] As long as you are responding in a way that is authentic and feels right to you, with warmth and empathy, then you will not come off across a sleazy salesperson
- [15:29] Selling can never be about selling because you need or want income. It has to be selling in something that you truly believe has value and will help them achieve their dream space
- [16:11] Having notes or index cards with key phrases can really help with dealing with clients’ objections
- [17:02] You need to be confident in your pricing. If you are not confident in your prices matching your services, then you should reconsider what you are offering
- [17:33] Another argument though is that you should feel slightly uncomfortable with your prices, meaning your rates should be outside of your comfort zone but always make sure it’s reasonable
- [22:44] Objection 3: “I have to think about it”
- [23:21] This goes back to a lack of trust. There’s a gap you haven’t quite closed between you and the client
- [23:35] Approach it with curiosity and empathy – “Can you help me understand a bit about what it is that you’re still having hesitations with?”
- [24:14] What’s important with this is to have a clear follow-up plan. Let them know when they can expect to hear back from you
- [25:02] Don’t count on your brain to remember these follow-ups. Assign it to a task management software, put it in your calendar, or make a sticky note – anything that will remind you on the day you promised to follow up
- [24:34] A good, rock solid follow-up email can build trust and be something clients can appreciate with their busy schedules
- [28:12] Another approach is to call their bluff. Some questions you can ask: “If money were no option, would this investment be something you’re comfortable making?” or “What would you like to see included that’s not?”
- [29:08] Another more subversive approach is to “let them off the hook.” You can say something along the lines of “I respect you have a grasp of your finances/time better than anyone. I’m not about a high pressure sale here. I’ve been doing this long enough to know that one of the fastest ways to not gain your trust is to try to push myself on you, so thank you for your time”
- [30:26] You don’t want to come off across as arrogant but let them know that experience has shown you that clients won’t get the same results if they do it on their own
- [31:00] If you’re going to use exclusivity/demand as a sales tactic it has to be authentic otherwise they will see right through it
- [32:15] There are strategies to dealing with objections but there comes a point where ultimately, they’re not the right clients for you – and that’s okay!
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