Earlier today I had a visit from an autogate repairman whom I contacted using Servis Hero. I had a chat with him about it. He had started using recently after his spouse decided to register for him, as he was good in English. He gets a lot of request for quotes and he also replies the quotes through his spouse but the conversion rates were really low, not because of the poor English quotes, but because he felt that his customers didn't understand what was quoted to them.
Customer today can get rattled easily with simple terms, technical jargon's or lengthy quotes, and when this happens they focus their attention on what they are familiar with: the price.
While a service provider can be genuinely offer a great deal, a customer however has failed to grasp it due to their current brittleness cause by new business environments: the internet, social media and overwhelming choices. In this case, customers rattled by the price could choose not respond and seek out other service providers, but most commonly revert back to the conventional method of referring from a friend.
Time is wasted, but to a customer, time may not be the concern.
It is very important for all startups when trying out new business models, to spend a little time to understand a customers journey and take that into improving a better standard operating procedure, towards a perfect business model. After all, understanding your customer is part of what startups must do today to disrupt the old ways.
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