Telephone Conversation
Found in: About Business, Marketing & Advertising
AJ, Canada
I just started teaching this March, and I admit I heavily rely on ECL to learn and grow. It is such an amazing community! As I’m growing my studio, I’m having some situation, and I look forward to hearing from you to share your advice how to deal with people price shopping over the phone conversation.
Recently I have put out some lawn signs in the neighbor hood, and it seems to work generating some telephone inquiries. Overall, many of them would ask their very initial questions for “how much do you charge for the lesson?” “how long is each lesson, and how many lessons in a month”. Based on this information they would then do quick calculation for my hourly rate over the phone. And they would stop the conversation there and said “let me call you back”, but so far only one person really called back. I know my pricing is twice higher than that of a traditional teacher, but on par with other SM teachers in my area. To react to this, I’ve tried the following strategies, but it doesn’t seem to help a lot. I wonder if other teachers have come across similar situation and how you handle that to successfully get people sign up the FIS or enroll.
Here is what I’ve tried. After giving them my rate,
1) I started to talk about SM is a revolutionary program, the results we achieve (like – we teach students to play a wide range of music genre, both hands great sounding music from their first lessons), and invite them to sign up my free intro, however, people usually don’t seem to be convinced on the phone. Instead they would reply that they were busy and couldn’t talk too long, and they said they would call back another time which turn out they never called back.
2) When asked, instead of giving out my rate, I asked them “have you heard of Simply Music?” The answer usually is no. Then I started to talk about the program, the results we achieve etc. But I have had at least two people cutting me out in the middle and insisted to know about my rate. And they said they were interested to know if they could afford the lessons before learning more about the program. Then they commented my rate was high and ended the conversation there. Ugh!
If you had the similar situation, how did you handle that to generate productive result? Look forward to hearing from you!
Patti P., Hawaii
I have certainly experienced parents who were bargain hunting and wondered why I charged so much more than the teacher on their block. My answer has been that my fees were in line with other teachers in the area with similar training and experience. That would fit your situation if your fees are similar to other SM teachers in your area. I haven’t been asked that question since I became a SM teacher largely because I switched to SM after I had a busy studio already and most of my students are referrals from other parents in the studio.
I don’t mind sharing the fee over the phone if people ask because there is really no point in continuing the conversation if they cannot afford it. My fees are no per lesson based, they are a pro-rated tuition over the entire year, and include many hours spent outside of class time in training and preparation, recital planning, etc. It is definitely not a per lesson fee.
However, when someone calls, I try to direct them to coming to an introductory session by telling them that is the next step and an opportunity for them to learn about the program and my qualifications and to have their questions answered. Often they will agree to that without asking the fee question.
I feel that, for myself at least, if the parents primary concern is getting the cheaper teacher, they are not a good fit for my studio. I remember one parent (pre SM) who are for an initial interview, and she asked why my fee was twice as high as someone else’s (this other person obviously just taught for something to do – no one could survive on her low income). I explained my fee structure, training, and experience but she still came back to that same question. I told her as nicely as I could that if cost was her primary criteria for choosing a teacher I was not the teacher for her child. We parted amicably and I realized that I had probably escaped a parent who would always be bargaining for a deal or complaining about material fees, etc.
I understand that it can be scary and frustrating when you are trying to build your studio to have people turn away because of the fee. I’ve had to start from scratch before, and it can take a lot of time and effort to acquire enough students at first. I don’t know if there is an easy answer for that. I think some other teachers have mentioned on the ECL that they offered a special price (clearly communicated that it was for a limits time only) in the early days of their studio so they could build a larger student body in order to star getting those valuable referrals from happy customers. I personally have not done that though so I don’t know what effect it has when the tuition goes up later on.
Jacqui G., Canada
I have also just started teaching Simply Music piano. I live in a small town (3,000 pop.) where I compete with hockey, soccer, tae kwon do etc. The area is currently going through an economic depression, due to the destruction by fire last January of the sawmill, the major employer here. Until the mill is rebuilt and the situation improves, I felt that high fees were not appropriate.
There are no other SM educators in my neck of the woods. As the two traditional piano teachers are personal friends and former teachers of my children, I decided to keep my tuition fees in line with theirs for now. I charge $15/hour, the same as my Kindermusik tuition, for shared lessons and $20 for private, presented as a “per month” fee.
When people phone, “What do you know about Simply Music?” is a good opener. Not only does it divert their attention from fees, it encourages a longer answer than “No”, and as long as they are talking, they are not going to hang up! Furthermore, finding out what they know allows us to correct any misconceptions. Continuing to provide information in the form of questions, i.e. “Did you know that….” “Are you aware of the advantages…” “How old is your child…” etc. also keeps the conversation going.
I don’t support myself with Simply Music, and I don’t want a lot of students until I am more experienced. I have no idea what your situation is, and how it affects what you need to charge! Since you are competing with other Simply Music teachers in the area, wouldn’t a slightly lower fee be good for your business? A time-limited special enrollment fee is not a bad idea, so long as the difference between the special and regular prices is not too much of a leap. A coupon deal is a good way to generate interest. People like coupons! Attached to your brochure, it is an incentive to take home your information. Medical, dental, and optical clinics are usually happy to include a few brochures on their magazine tables.
It is a sad fact that some parents fixate on the price rather than the product, and we certainly want to focus their attention toward the superiority of our method. At the same time, we need to be aware that they may have legitimate reasons for being concerned about the price. However, Patty has a good point – if money is their only concern, do you want them?
Carrie L., Michigan
I would suggest to teachers that the conversation about SM needs to be in person at a FIS. On a phone call I typically get information like age, how they found us, what their experience with music is.. then tell them that the next step is to attend a FIS.
I’ve found that it is much better to distinguish yourself as different at a FIS. We are also in a commercial space which sets us apart from other ‘experiences’ with teachers as well.
I look at it that if there is no understanding about what SM is by seeing, experiencing, hearing about it… then they will believe we are all the same… that piano lessons… are like going to McDonald’s.. just find the closest one. It is only by coming to a FIS or experiencing it that they realize that SM is more like a full course restaurant and worth a bit more.