Okay folks, I have read all the comments and now I aim to introduce my own. I have been with service magic now for close to four years, I have a five start rating, and do my damndest to insure it stays that way. A majority of the comments I have read focus on the expense of the leads and the fact that many customers are difficult to contact. Boy Don't I know it! I am sure many of the Service Magic account reps and assistants are still reeling from the verbal onslaughts I have directed their way. But here's the interesting part, I have a 65% closing rate on Service Magic leads, and it's not that I'm a smooth talking super salesman. My success with Service Magic leads is persistance. After trying unsucessfully to get credit for a lead by a potential customer who would not answer the phone or return my calls, the Service Magic response was "keep trying". So I kept trying, and trying, until a system developed. The system involves a ton of wall mounted folder holders, but the first seven folders are labeled by day of the week (I have seven cause I take leads on sunday too). Since I collect my leads by fax as well as online, the lead report becomes the contact sheet, and I call all the new contacts early in the evening, the previous days contacts next, and so on until i have gotten a response, and an appointment made, or a quick review indicates a tire kicker or non commitment. All times and dates and comments etc are noted on the contact sheet, and progress down the stack until all have landed on Saturday or Sunday. My best weekend calling times are Saturday morning around eight, and Sunday around noon. One weekday evening calls I vary the times, and always leave a message. After seven days of attempts to contact a customer, unfulfilled contact sheets go into a hold file that gets a call every two weeks, and on up to 3 months. Believe me, I have yet to put an unfulfilled contact sheet in the three month box. Do all buy? No, some I never even get to the door, but I have a contact sheet clearly stating the reasons why. Along with all of their info which gets collected in my accounting system, that comes in mighty handy for automated reminder cards, holidays notes, or formletters. Those names all belong to me, I paid for them, and I keep my company's name infront of their face even if they didn't go with me the firsst time. Keep in mind, once people have work done, they will do more, and the guy that beat you out may have lowballed the price, or did crappy work, or some other faux paz. The bottom line is get your dollars worth out of the price of that lead by continually letting the customer get the idea that it might be worthwhile to talk to you. One other tip before I close this long winded diatribe, while it is important to get the pertinent information out as the reason of your call, do not use a canned spiel. I can spot it a second, and I know my customers can as well. It's an instant turn off, so instead use a voice that conveys your excitment at the possibility of working for them, and listen to what THEY have to say. If you let them know that they have your attention, by the time the call is done, you will know them better than they know you. So instead of complaining (it gets know where believe me), think of ways you can maximize the return for that lead you just paid for.
          

Wow! What a great idea! Leaving a message on the customer's phone. Letting them know, that from their initial inquiry via SM of looking for a pro, you are ready to discuss their project with them.
          

Agree.
          

I now have text messaging and internet service on my phone.

          

don't forget to "smile" when on the phone, even if you are leaving a message...this will come across in your tone.
          

Something that has always worked well for us is at the sign-off of the voice mail messages that I leave, I always use the prospect's name.  "I look forward to hearing from you soon Mr. Jones" is the way I always end each message (assuming, of course, that his name is indeed Mr. Jones).  This personalizes each message.  It's a little thing that can make a big difference.

Barry Barker
Barker & Son Electric, Inc.
Santa Monica, CA
          

I have seen a big difference in the number and quality of leads we have been getting since we started using service magic.  Service magic is a great company to do business with.
          

I also noticed that if I leave a message and follow up by sending an email I usually get the account. So whether they check their email first or their phone messages I've got both covered.
          

 Clients like to hear their name, you might want to throw that into the answering machine message. I have found that a thank you note sent in an email or to their mail box is also a nice touch. 
          

I took alot of good advice from all of you.  Thanks
          

I have read all the discussions under the marketing headline and find them very informative. The best advise given is to remember that the customers don't care about you, your name or your company's name. They care about how you can solve their problem. What you can do to make their lives more comfortable, so don't go pushing your name or your company's name, they don't care about that--Push a solution laden caption & BINGO/ gregory b/ realty valuation services inc
          

Good information
          

I think what everyone needs to keep in mind about customers is that they are probably 80% driven by price. Being competitive on price is almost all the battle, and everything else is considered second. Most customers will take a look at your ratings, but if they can get a better price elsewhere then most will do that. Its the whole cost/benefit principle in their minds. Obviously there are many variables here and your business will have a lot to do with how successful you feel this service can be. I have found service magic one of the best advertising tools out there. It can be tough sometimes, but it is a net gain for my business. 
          

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