Asking for a testimonial from your client can be a powerful way to boost your credibility, reputation, and referrals. But how do you handle objections or hesitations from your client when you make the request on the phone? Here are some tips to overcome common challenges and get positive feedback from your satisfied customers.
Before you pick up the phone, you need to have a clear purpose and value proposition for asking for a testimonial. Testimonials can help you showcase your expertise, demonstrate your results, and attract more leads. They can also help your client feel appreciated, recognized, and validated for their decision to work with you. Therefore, you should frame your request as a win-win situation, not a favor or a burden.
I agree, before I start a call or conversation with a customer I make sure I understand the underlying question and do research prior to replying. I want to make sure that the information I am presenting is the most up-to-date.
Timing is crucial when asking for a testimonial on the phone. You don't want to ask too early, when your client may not have experienced the full benefits of your service or product. You also don't want to ask too late, when your client may have forgotten the details or lost interest. The best time to ask is right after you have delivered a positive outcome, solved a problem, or exceeded an expectation. This is when your client is most likely to feel satisfied, grateful, and impressed.
Asking for a testimonial on the phone can greatly influence your client's response. It is important to be polite, confident, and specific. Begin by expressing your gratitude for their business and appreciation for their trust. Remind them of the results or benefits they have gained from working with you. Explain why you are requesting a testimonial and how it will help you and others in the future. Request permission to share their feedback publicly, and provide some guidance on what to include in their testimonial. Offer various options on how to provide their feedback, such as email, video, audio, or online review platform. Conclude with a thank you note and reminder of the deadline and format.
Sometimes, your client may have some hesitations or objections when you ask for a testimonial on the phone. Acknowledging their time constraints and offering to make it easy and quick for them is one way to handle these common objections. Reassure them that they don't need to be a professional writer or speaker and provide them with examples of testimonials from other clients. Respect their privacy and preferences by asking if they are willing to use their initials, a pseudonym, or a generic description instead of their full name and details. Educate them on the benefits and impact of testimonials, such as how it can help you improve your service or product, reach more people who need your help, and build trust and credibility in your industry. Remind them how testimonials influenced their own decision to work with you or how they can help others who face similar challenges or goals.
In my experience handling objections is to remain reassuring to the client. It is always good thing to respect feelings and concerns. Lastly a smile goes a long way when making a point.
Whenever a customer has objections it may be difficult to truly listen and hear the objections. Sometimes what the customer explains makes sense and there could be a different way to create the fix that satisfies the requirements on both sides.
Sometimes, your client may not have a clear objection, but they may sound unsure, reluctant, or indifferent when you ask for a testimonial on the phone. They may say they need to think about it, they will get back to you later, or they will do it when they have time. To handle these hesitations, probe deeper to find out what is holding them back. Ask them if they have any questions, concerns, or doubts about giving a testimonial and what would make them feel more comfortable or confident. Create a sense of urgency and accountability by asking when they will be able to provide their testimonial and setting a specific deadline. Motivate them by emphasizing the importance and value of their testimonial and offering rewards or recognition for giving a testimonial.