Often enough, a customer doesn't know exactly what they want. impulse blogger Vanessa Weber explains how to turn such vague customer inquiries into orders.
Every customer is different. But in 40 percent of cases, the customer has no idea what they want. Here's an example: My phone rings: A Mr. Kim from an automotive company is on the line. He asks me: "Can you deliver a workbench?" "For what purpose do you need the workbench?" "We are planning to set up a new factory in Germany." "How long should the workbench be?" "I don't know." "What color?" "I don't know." "Seated or standing workstation?" "I don't know." He couldn't answer the next questions either. Then Mr. Kim says, "The problem is: my company's CEO from Korea is coming next Tuesday and he wants to see a sample setup from the workshop." I ask two more questions and realize: the poor man has no idea what should be set up. But one thing he knows: it has to be ready by Tuesday. I look at the clock - it's Friday afternoon, 5:30 p.m.
I said: "Let's do it!"
That was the moment when I took matters into my own hands. I thought, "Which workbench manufacturer from my supplier database has done something similar for an automotive company before?" And then someone came to mind. So I called Mr. Kim back and said, "It is impossible for us to set up a workbench in the desired configuration in your building by Tuesday. But what we can do is set up a semi-trailer in the parking lot, with open sides - and inside, your workshop equipment will shine in your desired configuration. With a fueling station, tool cabinets, and everything you desire." Mr. Kim was not thrilled: "It's January, it's cold. I don't want to inconvenience my boss." But I insisted: "This is the only option we have. So let's do it. Time is running out." Then he said, "Let's do it!" Suddenly, there was a lot to organize. The semi-trailer had to be transported, a replacement driver found, and the snow chaos on that day overcome. But we made it. In the end, the boss liked it - and we received an order for ten workbench islands.
Help Customers with the Details
Other providers had not submitted an offer because they did not have specific information. I didn't have that either - but I didn't leave the customer alone. I guided them. And that's what you should do too: When you receive inquiries from customers who have no concrete idea of their project, ask for details. Other entrepreneurs may give up because it's too time-consuming. They say, "With the information provided, we can't make a proper offer. Get back to us when you know exactly what you want." But there's no need to lose a customer because of that. The customer knows their rough goal, but not the details - and you can help them define the details. You can take matters into your own hands and act in the customer's best interest. If the customer doesn't know where they want to build a gym? You connect them with a real estate agent who can make suggestions. They don't know how tall the building should be? You arrange for an architect or a structural engineer to handle that. They don't know what their budget is? You help define the financial framework or arrange a meeting with a bank. Your customers will thank you.
