As an SEOer, I come into contact with all kinds of people in my daily work. In addition, a few years after graduation, I met many people in other industries that I could not imagine. However, as a service industry, customers are always God. How can we turn anger into calmness and nagging into money? Here, I summarize some of the types of customers I encountered during the order-taking process and our response strategies.
First of all, I think this industry should study human psychology like other sales and service industries. In fact, as SEO customers, many do not know this industry very well. Because Baidu's bidding promotion is relatively successful, and netizens search online and are eye-catching with Baidu promotion, the idea that customers agree with Baidu promotion is still deep-rooted in their hearts. Regardless, Baidu promotion naturally has its ability to quickly promote customer products, but this promotion method also has many disadvantages. This is like an auction, only the one who pays the highest price can take away the auction items. On Baidu promotion, if your competitor's product click price is 2 yuan per time, then his website will definitely rank before yours. Of course, the premise is that your click price is 1 yuan per time. Some companies maliciously click on competitors' websites in order to achieve high rankings. In this case, the money you invested is likely to be exhausted, and there will still be no effect. In this way, you can first talk about the relevant content of Baidu bidding. Then bring out Search Engine Optimization (SEO). I believe everyone knows how to say this. Natural ranking, reasonable fees, etc. (Of course, what you want to say here is not only detailed, but also sincere. Try to find out the customer's planned investment situation.) If the customer asks if we recommend doing SEO optimization, we can say that this is just to analyze Baidu price reduction and SEO for you. There are different pros and cons of optimization. Of course, if you are a large enterprise, you can do bidding. In fact, most large companies do do bidding and TV advertising, and many of the people who do SEO on the Internet are small and medium-sized enterprises. In this case, customers will naturally weigh it in their minds. At this stage, your conversation must contain techniques that inspire the customer to continue the conversation. For example, converting customers' problems into our "selling points", learning to cleverly avoid problems, our advantages, company operations, etc., and avoid pressing customers. Put yourself in the customer's shoes and do not make the customer feel oppressed, otherwise the customer may feel disgusted and give up the conversation.
If it comes to this step and stabilizing customers, the following is a confrontation between the two parties. Including psychological and linguistic. Please continue browsing.
1: To have money or not? To be generous or stingy? vs. we want to make money
Explore customers. In layman's terms, the customers here are divided into those who are relatively rich and those who have no money, and those who are willing to invest and those who are reluctant to invest. Everyone should be able to understand what relative means. When you communicate with a customer, you should be able to get a general understanding of the customer's basic information. This can include name, address, age, and even personality. I once met a very cheerful person, not that he was so cheerful that he just swiped the card number and said, "Card number, I'll transfer money to you." Of course it's not like this. What I'm talking about is the kind of customers who pay more attention to the optimization results, rather than the customers who blindly care about the optimization price. Customers value results, and the price is of course easy to talk about. As long as you have the ability to promote your website well, you can achieve the desired results. But if you encounter a "stingy" customer, you can only explain patiently. It is nothing more than what kind of promotion is currently the most suitable mode for promoting small and medium-sized enterprises. If you don't do it your competitors will probably do it again. The price can be discounted. (Of course, when you make an offer, you should leave yourself some room for bargaining. Nowadays, everything you sell requires room for bargaining). As long as you can earn it, that's fine. But here, I would like to remind everyone that when you start taking orders, you can lower your prices. The first step to apply what you have learned is to open a path. This first order is to test your learning results in practice, so remember this: "The first pot of gold in life is not easy to make. After the door is opened, the path will become more and more difficult." Go wider”. If you carefully analyze these words of mine, I believe SEOers will have some insights.
2: Customer knowledge VS our professionalism
In the process of taking orders, I will encounter this kind of customer, who comes up and says, "You are doing SEO, so when can you rank me? How do you plan to do it? This keyword is not difficult, but the price you want is a bit High?" At this time, we knew we had met an expert. But don't worry, first of all, you can't lose your mental aura. Maybe this is a fake connoisseur. A friend of mine in Zibo applied for a job on a group buying website. The office environment at that time was not very good, and the boss looked like he was in his 40s. During the conversation, when it came to SEO, the boss was very enthusiastic about it. At that time, my friend was shocked. He thought that a middle-aged man who was engaged in the Internet knew SEO. Well, he had a future. As a result, when I went to work, I found that the boss knew nothing else except what SEO was. He is also headstrong and can't listen to other people's opinions at all, not to mention regretting it. Therefore, many people now know about SEO. If you think of those who are engaged in marketing and rack their brains every day to promote their products, they can be regarded as the second pioneers of the Internet. So it is normal for customers to know SEO. So here, I would like to tell you that when you meet someone who knows something, don’t be defeated psychologically. No matter how inexperienced you are, you have learned systematically, not to mention there are many available resources around you. So, just continue to have a conversation without being too condescending. Remember, you are a professional.
3: Smart customers VS us.
Many SEOers encounter some smart customers during the process of receiving orders. My friend Xiaofei is like this. The customer who placed the first order asked him to tell him the external link address published every day, and kept asking about the ranking every day. Such customers are the ones who ask us to do N things for a penny. The so-called effect maximization. Of course, this does urge us to do a good job in optimizing customer websites to a certain extent, and we dare not slack off in execution at all times. However, in the long run, if customers do not see an increase in rankings, they will have more problems, such as why your technology is not good and so on. We insiders know that this thing does not go up in a few days. Baidu also changes the rules from time to time, which makes us at a loss.
There are also situations where some customers will question your conversation. For example, "How do you prove that you are from the ** team? I think your case is good, but is this really what you did?" I have encountered this situation. I once showed a case to a client, but the client asked me how I could prove that the case was mine. Indeed, every industry is a mixed bag. Many people survive under such circumstances. This is the helplessness of many people, the inevitable helplessness. At that time, I made some changes to the link at the bottom and added my QQ740538446. That person is convinced. Therefore, although facts can prove everything, on the Internet, there is indeed no way to confirm many things, and there are no facts to speak of.
What I want to talk about here is trust with customers. In the past, when I talked with customers about 360 call center orders, it was unpleasant to say that there were too many things to do. I was kind enough to show him the effect of a website I had completed before, but when the 360 website reported a virus, he did not dare to open it and asked me if I wanted to steal the information on his computer. I was very angry. Not to mention that he was my client, it was rude even for a friend to speak like this. Such a simple move made me clearly realize that in the online world, mutual cooperation can only rely on trust. Later, the client told me that he spent 1,500 yuan to build his website, and later spent nearly 10,000 yuan on later promotion and optimization, but it had no effect, and the person also took the money and disappeared. . So I was scared. What this customer said is sincere. Let’s not say whether it is true or not, but what I want to say is that in competition in society, some tricks are indispensable, but if you want to sincerely gain the trust of others, you must pay your own sincerity. and trust. In a mixed industry, one can only survive by relying on a little trust from people's hearts.
5: Customers come to us VS sincerely accept orders and sincerely optimize
This is the conclusion. Since customers find us, they need our services. Then, we should cherish such an opportunity to make money. After all, your original intention is to make money. During the optimization process, use formal ranking techniques. If the customer has a good experience for the first time, he may bring you more orders. These are all things to take into consideration. Retaining repeat customers has its established principles at all times and in all countries.
Therefore, I would like to advise everyone here: SEOer, taking orders with integrity and striving for a win-win situation is the best choice.
(Original by the author, please keep the address for reprinting: www.sdseo668.com )
Editor in charge: Chen Long The author’s personal space in October