Dealing With Grumpy Clients Who Only Care About Price

Question:  I tried to get past the price question with a prospective client but it didn’t work – what did I do wrong?

I just had a call come in from a mother of the bride: I start to go through the rapport building questions and she says, “What does any of this have to do with giving me a price?” I try to explain that I want to learn more about them and their wedding to see if we are even a right match. She then says, “I’m irritated over this phone call and I’m hanging up now.” I am a little heartbroken over this. Her view on this was to get a price right away and get details later to see if we are in her budget, then gather those vendors and meet with them to find their match. What did I do wrong?

Chris
Premier Entertainment DJs
www.StLouisDJ.com

Answer:  It’s not you, it’s them.

Hi, Chris.

Without a recording of your call, it’s hard to say exactly what happened.  But don’t let it get to you!  If she doesn’t care whether you care about what her daughter wants and needs for the wedding, she’s not a good match for you.

I’ve spoken to people like this before.  Based on my experience, you had a Mom on a Mission. She’s out to get the lowest price with no BS, determined to protect her daughter from those awful wedding pros out to “rip her off as soon as they hear the word ‘wedding.'”

Am I right?

Here’s how to deal with these people:

• When she asks, “How much?” the first time, redirect smoothly with one of the rapport building questions.
• When she insists on price again (getting aggravated) answer her question by giving a starting price or range and redirect with a question again.
• If she asks for specifics, just give it to her.  Ask for her email address so that you can send more information and follow up, but don’t push it.

The whole idea of asking rapport building questions is to create a connection and rapport with the person you’re speaking to.   A small number of people are going to get very grumpy when you don’t directly answer their questions, and that breaks rapport.  If you can’t keep the rapport while redirecting, just answer the questions.

I guarantee she was that difficult with every other DJ she called up.  The way you handled that call demonstrates your professionalism and character, which is far more important than booking the gig.

During my three years doing telephone sales, I learned the hard way that not everyone is going to like you.  It’s not always a love connection, and sometimes it hurts.  But it’s not an indication of your worth; it’s about her, not you.

Keep doing what you’re doing.  Know that the right ones will be drawn to you and let the others fall away.

Stephanie

Have you dealt with price shoppers in your wedding business?

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