Let's say it takes two to tango and we can both learn from the interaction. It's pointless going through each message and having a tennis match as it won't achieve anything, aside from entertainment for readers (popcorn anyone?). I will only address those which you have brought up for the benefit of the readers.
As you have kindly taken the time to explain in good detail and actually provide value in this reply, I will return the favour. I wish this much effort was provided in the WhatsApp conversation, would have benefited both parties and most likely avoided this back and forth. Time wasted on either side I'm sure you'd agree.
First off, I would like to express to you the importance of sales and customer service.
Although each case generally differs, every lead has a set of fears and objections which come in the form of many questions and concerns.
Now, I can only explain and break down this particular scenario, but hopefully, I will give you an idea and insight for other cases going forward.
Even though it won't be immediately obvious through messaging, it's the sales rep's job to understand and address each of those objections to warm that lead and hopefully convert them. Sometimes, leads need a long time to convert, the higher price, the bigger the conversion window. This service is a perfect example.
In fact, getting the lead on a call, preferably a video call greatly reduces misunderstandings, confusion, and anxiety and increases trust and conversion rate.
I'm sure I don't need to remind you that this is an expensive and daunting procedure for those who are new to it. As such, there are going to be many objections, the majority of which will no doubt seem irrational or outright silly.
It is the rep's job to educate, answer all their questions and make them feel at ease in hope that they become a client. If not, it's OK, you've educated them and provided value, and they may be back in the near future for another product or service.
Yes, not all leads should be converted. Low-quality, problematic ones should be avoided in most cases, and from what I understand, this is the bracket I've been placed in.
In my opinion and from many years and experience in sales, marketing and customer service as well as trying to look at this unbiased, I believe this is wrong. I feel your policy needs to be revised, as I am by far the last person to complain, cause unnecessary problems or otherwise make things difficult.
Depending on the
Androfill policy, it could be argued placing me in that bracket is justified, but blocking me on Whatsapp, no matter how you look at it, is a ridiculous and childlike activity. I could understand if I was aggressive, abusive, degrading or just a complete ass, it would warrant the block, otherwise, this kind of behaviour does
Androfill no favours whatsoever.
I am extremely reasonable, and I understand the majority of unfavourable results are due to failed aftercare by the client themselves. I have been on this and other forums for 5+ years. In any case, I am not here to bore you with my personal characteristics and experience, or quality as a client, so I digress.
I may have come across as very inexperienced or potentially problematic, but you must understand the gravity of undertaking
Girth enhancement for the first time.
In short, in the space of about 15 mins, you have disqualified a perfectly good, high-quality lead who was going to spend upwards of £10,000 within a month, and most likely more in the future. But more importantly, not cause any fuss or hassle and take aftercare extremely seriously.
Now, I'd like to point out a few things so it's extremely clear.
1. Where I mainly disagreed was the fact that you or your colleague mentioned people should stay off forums altogether as they do more harm than good (that message has since been deleted, as you obviously know this was an incorrect and contradicting statement, I'm sure you've corrected and educated your sales rep on this, hence the decision to remove).
Many people use forums as a great source of information and can get first-hand feedback and advice from veterans who have carried out all sorts of procedures. You have also received many clients as a result, and clients from forums, in general, will be more educated and aware of the details as opposed to someone who just walked into the clinic or has done very little research and had consultations from competitors. Forum clients will be of much higher quality and less problematic, it's a fact.
2.
"I see you were disagreeing with the rep about a few things based on the data and research you had compiled, it looks like you are disagreeing with some points in the conversation about isovolumetric degradation. You state "I have never heard anyone mention anything like this" when we warn you of the risks of "sloshyness" after some time if having too much"
I was not disagreeing as such, but rather diving deeper into the logic behind the answer. Anyone who is told "A", from a single source, regardless of that source, should always seek other sources to see if "A" is in fact a sound answer. In this case, what I was being told was something new to me, and what you have basically stated, is that I needed to just accept without question, regardless if I read otherwise. Now, never did I state you or your rep was wrong or incorrect, I was only asking more questions to solidify my objections and hopefully eliminate them entirely. This is EXTREMELY IMPORTANT to understand from a sales and customer service perspective.
3.
"You mentioned during the conversation that you can't justify the cost and wanted to have the HA 'tester' somewhere else and then come to Androfill for the Ellanse"
That's correct. I was asking a simple question, and I received a satisfactory answer. I cannot see why this is relevant. I was simply evaluating my options, and cannot see what is wrong with this.
That's also true: it's hard to swallow the £1,750, but, what you fail to understand is the fact that trying to get a better price comes in many forms and I was simply poking at a bargaining chip.
Instead of straight up saying "Come on mate, you can do better!" I was hinting at, and hopefully trying to make you understand my perspective that possibly a better deal could be offered for the initial
HA session.
For any business, it's common practice to try and barter a better deal before just accepting a retail price. This is the fundamentals of sales.
To reiterate, I agree with the process - to get the experience and see if the client is the right fit, before going with Elanse. I understand and it makes perfect sense.
In any case, I already made up my mind and came to terms with the £1,750 as I knew
Ellanse was the filler for me. I would have gone ahead with everything even if you couldn't provide any form of discount.
I am not short of cash, and even if this procedure was double or triple the price, I'd still go ahead. I'm lucky enough to be somewhat financially successful, so I don't have this worry, it's more the principle.
I'd like to finish by confessing my already distorted view of
Androfill as I went for a consultation over a year ago which left a lot to be desired.
I was hoping this time would be different, and even if wasn't, the product and procedure alone (based on research and recommendations) forced me to block out the underwhelming consultation in the past.
In saying this, no matter how good the product is if you're treated and made to be felt like nothing, why purchase it at all?
Unfortunately, it seems the customer-facing aspect of
Androfill hasn't changed much and seriously needs to be worked on.
I hope this is of value to all the readers, as well as Androfil, after all, this is what the forum is for, to provide as much value as possible.
I'll leave it with a screenshot of the end of our conversation. Food for thought.