The first contact you have with your potential client will probably be by telephone. Professional courtesy begins here. On answering the call let them know, in a friendly and interested tone, who you are and what you are. Listen to what they have to say first and understand their needs. If you can, show a little humour.
If it is a young person calling you should bear in mind that they may have had a difficult time at school and/or with their parents. They may be apprehensive about another teacher/adult figure coming into their lives. Be friendly and reassuring and, apart from anything else, they will most probably be slightly to extremely anxious about learning to drive a car.
If you are talking to a potential client’s parent, try to come across as a friendly, firm, nose-to-the-grindstone sort of person. They may be paying for the driving lessons and they will want to know that their money is being used wisely and not being squandered as you spend 15 minutes every driving lesson discussing with their offspring United’s chances of winning the FA Cup or who should be kicked out of the Big Brother House. If you give the impression to your caller that you are only interested in signing them on for their money or treat them sharply or talk down to them, then you should not be surprised if they give an excuse to call back later – and you should be even less surprised if you never hear from them again.
There are few statements truer than ‘first impressions count’. You have a short space of time to prove to the potential clients that you are not only the best and most professional driving instructor for them but that you are also a rather pleasant and approachable human being.
If you want to look at the first contact situation in a strictly business sense, you should recognise that one telephone call dealt with successfully will mean, on average,£800-£1,000 eventually being delivered to your business account. Conversely, one phone call dealt with inadequately … well, you can probably work out the rest!
At the end of the telephone conversation confirm your information by reading back to the client their exact address, telephone number, where you are going to meet them and at what time and on what date. If their telephone number is a mobile, ask them to have it switched on on the day of their driving lesson. Then, if for any reason you are delayed, you will be able to inform them why. Ask them to let you know as soon as possible if anything prevents them having their driving lesson. Reassure them that it is only in the diary in pencil and can soon be changed to another day. If the date is weeks ahead, tell them you will contact them a couple of days in advance of that date to confirm they can still make their driving lesson. Remember to inform them of your cancellation/change of driving lesson date terms (e.g. 48 hours’ notice is required).
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Note: This article was sent to us by: Amanda C. Metcalf at 01172010
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