As an MSP business owner, you’ve likely encountered the frustrating experience of a client ghosting you. It’s an unfortunate reality that many of us face. Let’s address this head-on and explore strategies to prevent it from happening in the future.
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Dealing With Ghosted Clients
First, if you find yourself in a situation where a client has gone silent, it’s important to remain proactive. Start by understanding that silence doesn’t always mean disinterest. There could be numerous reasons why a client hasn’t responded, such as being busy, having internal discussions, or facing other priorities.
The purpose of the follow-up email is to elicit a response from the client by creating a sense of urgency and prompting them to take action. This email should reaffirm your understanding of their situation, gently remind them of the agreed-upon timelines, and set a clear deadline for their response. The key here is to be polite yet firm, showing that you respect their time and yours.
By setting a deadline for withdrawing your proposal, you accomplish several things:
- Clarify Their Intentions: You prompt the client to confirm whether they are still interested or if they have decided to move in a different direction.
- Create Urgency: A deadline can motivate the client to make a decision rather than procrastinate.
- Maintain Professionalism: It shows that you are organized and professional, managing your pipeline efficiently.
Remember, the aim is not to pressure but to ensure clear communication and mutual respect for each other’s time.
Identifying Obstacles And Objections
In the sales process, it’s crucial to differentiate between obstacles and objections, as they require different approaches:
- Objections: These are specific disagreements or pushbacks related to your proposal. For example, if you propose a $3,000 monthly service and the client says it’s too expensive, that’s an objection. Objections need to be addressed directly, providing clear justifications and benefits to counter the client’s concerns.
- Obstacles: These are pre-existing conditions or limitations the client has shared before you’ve made your proposal. For instance, if a client mentions their limited budget and outdated equipment early on, these are obstacles. Obstacles need to be acknowledged and discussed openly before you even present your proposal. This ensures that your solution is tailored to address these issues from the start.
Airing Out Obstacles
When a client mentions budget constraints or outdated equipment, it’s crucial to acknowledge these concerns immediately. Ignoring them can lead to misunderstandings and failed proposals. Here’s how to handle it:
- Acknowledge: Start by validating their concerns. Show that you understand and appreciate the challenges they face. This builds trust and rapport. Example: “I understand your concern about the budget. Currently, you’re spending $500 a month, but for a company of your size, the average IT spend is closer to $1,500. This gap needs to be addressed to avoid issues like cyber attacks, which can be costly.”
- Investigate: Dive deeper into the root cause of these obstacles. Ask probing questions to understand the full extent of their challenges and gather information that will help you tailor your solution. Example Questions: “Are you aware of how much underfunded your IT is?” “Do you understand the risks associated with your current budget?”
- Respond: Present your solution clearly and directly. Explain the benefits and necessity of the investment, providing data and examples to back up your points. Example: “Our proposed services will significantly reduce your risk of cyber attacks and downtime, ultimately saving you money and protecting your business.”
Overcoming Objections
When facing objections, it’s essential to handle them tactfully and with confidence. Here’s how to effectively overcome objections:
- Listen: Fully understand the client’s objection without interrupting. This shows respect and gives you the information you need to address their concerns accurately.
- Validate: Acknowledge the objection as a valid concern. This demonstrates empathy and helps build trust.Example: “I understand that the proposed $3,000 monthly fee might seem high compared to your current spend.”
- Reframe: Shift the conversation from cost to value. Highlight the benefits and long-term savings that come with your services.Example: “While our services might cost more upfront, they will drastically reduce your risk of costly cyber attacks and system downtimes, leading to significant savings over time.”
- Provide Evidence: Use data, case studies, and testimonials to support your claims. Showing real-world examples can help convince the client of the value of your services.
- Close: After addressing the objection, steer the conversation back to the closing. Ensure that all their concerns have been addressed and ask for their commitment.
Closing The Deal
Closing a deal requires a strategic approach. Here’s how to ensure a smooth closing process:
- Float the Price Early: Introduce the pricing range early in the conversation to gauge the client’s reaction and address any budget concerns upfront. This prepares them for the final proposal and reduces sticker shock.
- Address Objections and Obstacles: By the time you reach the proposal meeting, you should have already addressed all major concerns. This makes the closing conversation more about finalizing details rather than negotiating terms.
- Reiterate the Problem and Solution: Summarize the client’s challenges and how your solution addresses them. This reinforces the value of your services and ensures the client understands what they’re getting.Example: “We’ve discussed the issues and our proposed solution, which includes upgrading your equipment and increasing your monthly IT spend to ensure better protection and efficiency.”
- Discuss Budget and Timeframe Clearly: Be transparent about costs and timelines. This helps the client plan accordingly and sets clear expectations.
- Ask for the Order Directly: Don’t be afraid to ask for the commitment. A direct approach can often prompt a decision and move the process forward.Example: “Are you ready to move forward with this plan?”
Conclusion
Handling ghosted clients and overcoming objections is part of the MSP sales journey. By staying proactive, addressing obstacles head-on, and clearly articulating the value of your services, you can turn these challenges into opportunities for growth.
