[jwholden]

How do you set your customer's minds at ease that they are getting what they want from you. If someone calls and says they want a patio to barbecue on and relax with the family how to you go about convincing them that your ideas are in tune with what they need.

Another version of the same question could be how do you make your customers feel comfortable with you.

[Stonehenge]

I'm not sure I understand your question.

[tdlandscape]

I think this is a personality issue. Maybe. If you seem at ease and confident that you understand what the client wants from you and you know you can provide it, they might tend to relax. Unless they are highstrung individuals that are on their guard and already trying to find fault. Fidgeting, looking down or away a lot, talking loudly, seeming uncomfortable etc. tends to put people's guard's up. Eye contact, confident yet easy demeanor, and answering questions calmly and thoughtfully seem to be assets for me in these situations.

[papercutter]

Originally Posted by jwholden

How do you set your customer's minds at ease that they are getting what they want from you. If someone calls and says they want a patio to barbecue on and relax with the family how to you go about convincing them that your ideas are in tune with what they need.

Another version of the same question could be how do you make your customers feel comfortable with you.

Over the phone? That's tough to do, unless it's a referral from a client who loves you. In person, though, it's a lot of little things that support the central concept- continually reinforce that you are listening to them. When they tell you something, repeating it back to them is one way to do that. It also helps to reference points that they've made before: "okay, now on this side... we can do xxxx and it'l really tie in well with what you want to accomplish over there." Then, when I send over the design proposal (or fill one out on site, if it's a small brief-brief brief?), I make sure to spell out all the key points we discussed. It's also a design aid for myself- odds are, I won't start their design for 3-4 weeks. Having that level of detail provides me a checklist.

Then, body language stuff like what td mentioned is huge. I'm 6'4 and not a small guy. I'm always very careful that if they're sitting, I'm sitting; if we're standing on a slope, I'm slightly downhill; that sort of thing. A lot of people fear the sales process and recognize an inherent imbalance of power. I try to make that feeling go away. Granted, the fact that I've spent my life being told that I look like Ralphie from A Christmas Story probably helps too.

It ALL comes down to listening, in my book. Selling is like blind dating. The last thing you want is to be the classic "...but enough about me. Let's talk about me" kind of guy. Make your pitch about them, and what YOU can do for THEM.

[Stonehenge]

A 6'4" Ralphie? Let's hope you never get to the point of sassafrassin-frassasassin. Again, I'm not sure what exactly the question is, but I think TD is right about demeanor in the sales process. Now that I've been doing this for as long as I have, there isn't too much I haven't seen and dealt with, so I'm comfortable enough to answer just about any question that comes up. I try to joke a round a little, too. Keep things light. But relaxed and professional certainly pays dividends.

[jshilan]

I'm in total agreement with what was said above. People want to know you are listening and do understand. Taking notes and repeating what was said in their words is a great way to do this (and actually listening).

One way I put clients at ease is to tell them that it is not a question of if we can do it, but rather which way they would like to do it. It has taken years of making mistakes to develop the confidence to just want to help the client.

Unfortunately, unlike PC I am 5'7" and pretty much non-threatening, so I like to stand up hill or on big rocks (I also have a milk crate for emergencies). The best thing I have going for me is that I look familiar.

So I guess the bottom line is that if you want your clients to believe in you, believe in yourself, be straightforward and honest. People really like that.

[Stonehenge]

Now that the question's been changed, I may have a better idea of what's being asked.

If in an initial meeting a client asks me for some specific things, or states some specific needs, that's my guide for the design. When presenting the finished design, I'll walk through all those things we discussed in the first meeting, and why the design meets those needs. Or, why I designed it to serve needs different from those originally stated - which sometimes happens when a client wants something that after trying to put it to paper I realize it just won't work.

If after your presentation they believe they aren't getting what they want, then they're probably right. Either they didn't explain themselves well or the design just missed the mark. Or they don't have the budget. Or their circumstances changed. Or they saw a design they liked much better than yours. Or a million other things. Happens to everyone. Take your best guess as to what happened, figure out how you can either nip that in the bud early or swing it to your favor in that moment, and then turn the page.

[agla]

Many contractors and certainly most designers are often overly concerned with "giving away" ideas. There is a concern that someone will take the idea and either hire another contractor to follow through on it or do it themselves. I used to be like that, too. If you can get over that by convincing yourself that no one else can do it like you or that you just don't care, it can work to your advantage. The more you can communicate your understanding of the client, understanding of the site, knowledge of the plants, materials, and how they affect the things around them, the more confidence you build in them.

Guarded contractors and designers don't remove as doubt from the client making it easier for the ones who demonstrate their knowledge, skills, and abilities to take the lead in removing doubts. The client's confidence is built solely on your ability to remove doubt. I may be wrong, but that is what I believe.

The second thing that we all need to be aware of is that we all process getting from conceptual ideas to a basic layout of a landscape very quickly because it is what we do. It is very easy for us to forget that our clients need to be brought through that process in order for them to see the logic in the result. If they are at point A and you suddenly start describing point B ro them, it leaves them the impression that you are just doing what you want to do rather than processing what they want to do. It is much more effective in building their confidence in you that you bring them through the reasoning that gets them to point B. That makes them feel that you arrived there together and it is their landscape and not yours.

The third thing is to try and shut up until you have enough of an understanding of the client so that you do not start by suggesting something that they don't like. If you start with suggesting something that they don't like,whether it is just because they have a bias against certain styles, plants, or accessories or some other reason, it tends to sour them into thinking you like stuff that they don't. That gives them a bad first impression that they tend to cling to. Let them talk and ask questions and lead them into further explaining their vision. You'll quickly pick on on whether they are formal, earthy-crunchy, have lots of activities, how showy they want to be, etc,... Then when you start talking, you can be right there in their world which makes them much more comfortable.

Another thing to avoid is too many people at the initial meeting. Sometimes someone else is introducing you to the client so you have to have them along, but try to make sure no others are there as well. What happens is that the client already knows the others and does not know you. They tend to talk to the others (builder, architect,...) who they have already have a relationship and discussed the project with. They tend to talk to those that they know more than talking to you. It leaves you in the position of having to either go along with the consensus that they have all reached before hand or try to simultaneously convince them that a different direction would be better. It is much easier, although not easy, to change one person's mind rather than three.

[site]

I don't look at the initial meeting like a sales call. I look at it like the customer has a problem they need help solving. I make sure to listen and fully understand what they are looking for, then I make suggestions as though I were doing the project at my own house. If I am at a loss, or they are asking for something that I don't have a complete command of I admit the shortcoming, then I steer them to someone who can help. I avoid the pushy sales guy thing because it doesn't suit my personality. People often tell me I inspire their trust right from the first meeting. Of course my favorite materials to use at home are the ones with the highest profit margins, but only you and I know that...

[johnkeegan]

Basically, make 100% sure that they know you are listening to and understanding their concerns, tastes and desires.

Try to remeber the key things they have stressed throughtout your discussion and repeat them when you finish up the meeting. And then repeat those things when you present your estimate/design.

When first meeting someone you must stay totally focused on what the customer is saying. Don't get distracted with measuring and sketching while they are doing the initial walk thru. You've only got one brain. It's needs to be open and listening. Not a good time for multi-tasking. In fact, I leave my notebook in the truck during the first walk through.

After they discuss all their concerns, I go back and do a separate solo walk thru and do my sketching, measuring, troubleshooting, etc. (Good time to let them browse through your portfolio). Besides, I tend to be more observant and creative if I don't have to simultaneously carry on a conversation.

Then I go back through my general ideas (and repeat their concerns, etc.) for each project before I leave.

[jshilan]

Pretty close.

You need to have your notebook so you can write down what they are saying so you can remember all of this. Sometimes I will make a doodle instead of writing text, since that helps me remember things. You need to be focused, yes, but I like to test the waters with a little humor to keep things interesting but not so serious.

The way our business runs is that at the end of this meeting the next thing is for the client to provide a deposit for the design fee. I don't take any pictures or measure anything until they have some skin in the game. I also require them to have a property survey (or plaat) for that meeting so I know they are somewhat serious.

If they don't want to proceed with the design, I thank them and move on (follow up call in a week). To me almost everyone is entitled to the initial consultation, but after that it is on them to make the next move.

If you are just writing an estimate, then and there, that's one thing, but you need to understand and help your client understand that a design and estimate are not the same thing.

[ancillotti rob]

Hi.
I have grown my business from nothing through customer relations. I spend the first five minuetes or so discussing anything but the job. I talk about local news, find out what there intersets are and if they bring up there family, show interest in that. This works with some people ( not all ). If a customer dosnt seem chatty i find it dosnt take long to bring them out of themselves, using asertive answers and proffesional advice. If you have spent 5 mins just chating a lot of the time they are far more relaxed and will take your ideas onboard a lot lot easier. When they sugest an idea unless it is the most stupid thing in the world i will tell them it is a good idea. This makes them feel at ease and they are more likely to take on board your modifications or changes to there design. After a while i realised im prety bloody good at my job and that there was no need to be nervous.
Ps if the customer dosnt chat much when you first meet them and they have snarled looko there face, i leave out the idle chat