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I recently met with a Web Designer to discuss an overhaul to my website. The company is one of the most creative in the area and highly respected for their work. The websites they’ve created have won awards for content, ease of use and design.
When I sat down in their office, the owner immediately started talking about balloons. He asked about how and why I started. (Don't we all get these questions?) After we chatted about balloons for a few minutes, he began to tell me about his business. He talked about his interest in computers, software, programming, his philosophy about website design, his desire to build workable websites that looked good.
He opened his laptop to show me several active websites that he had designed. He showed me many of the functions of the websites that could easily be applied to my new design. We viewed drop-down lists, shopping cart, shopping basket, photo database, e-commerce, email name change, streaming video, online client database, online prospect management and conference registration software.
After forty-five minutes, he provided me with a price list for all of the wonderful features and offered a discount if I bundled several options together. He said if I signed up on the spot, he would get started on my new website that afternoon. I told him I would think about it and to call me in a week.
As I left, I realized he never asked me what I wanted from my website. He didn’t ask about my expectations for its use, functionality or design. He spent the entire time trying to impress me with his business without asking about mine. We looked at several of his websites, but never at mine.
That made me a little upset. How could he help me if he didn’t know what I wanted? I began to think about my own clients and if I took the time to listen to their wants and needs. Was I just impressing potential clients with the great things I could do without learning what the client was doing?
We all have unique skills. Great sculptures, decor, entertainment. Regardless of what we do with balloons, a lot of people have “never seen anything like that... It's easy to get wrapped up in the excitement of what we can offer without finding out if it would meet the client's needs.
A few questions to ask yourself:
Do you ask how many children will be at the party?
Do you ask about the color scheme and theme?
Will you be inside or outside?
Does the function hall allow helium balloons?
Is there electricity available?
Does the client expect every guest to get a balloon?
Is the party at the client’s house or another location?
Everyone has received the call from the person that asks; "How much do you charge for XXX (birthday, delivery, carnival, decoration)? I don't know if anyone who would charge the same for a five-guest birthday party fifteen minutes from their house as they would for a thirty-guest party an hour away. And building a single-door inside arch is much different than fifty centerpieces, a cake table gazebo, and dance-floor cathedral arch.
By asking the potential client very specific questions about their event, you will be able to customize your skills to their event. You will also be able to price your services accordingly. Of course, the more you learn about the event, the more opportunity you have to up-sell additional services. Decorators have been doing this for many years. The guests will be sitting at tables? Centerpieces! There will be seventy-five children? Another twister or face-painter! An audience member is having a birthday? A big balloon birthday cake! The party is at the park? Games and contests! (Ask Ruthie Champagne about this)
Even if you are a one-person business, you can still up-sell other services. We all know other professionals in our area; magicians, jugglers, stilt-walkers, twisters, decorators, etc. And you should be able to call around to find someone who would love to work the event with you. Everyone wants more business! (Who knows, you may get a call back someday.)
Additionally, your client will appreciate your interest in their event. Getting to know about their business or their show or their birthday child lets them know that you are about more than just balloons. You want to make their event as special to you as it is to them.
If your potential client isn't interested in discussing the details of their event and "just wants a price", this may not be the type of client you want. (Velvet Rope?) The more you ask questions and listen to answers, the better options you can provide to the client. You’ll have a happier client, they will have a better event and both of you will appreciate the effort. But best of all, you will know what to expect when you arrive for the event.
Thad James
SAMMY J Balloon Creations
www.sammyjballoons.com
