How to Anticipate and Overcome Objections
Chris Heiler | September 15, 2009
The ability to anticipate a client's objection is vital, as is the ability to overcome the objection. Successful landscape designers can take an objection and turn it around in order to sell an idea or close a sale.
As designers, we face a fair amount of objections throughout the design/build process. This can include objections to our design fees, scheduling concerns, budget concerns, etc. I want to focus solely on the objections and concerns that are raised when presenting our ideas in the form of a landscape plan. These can be numerous, such as objections to specific plant selections or hardscape material choices. I've had clients raise concerns about the size of patios I've designed as an example.
There will always be objections and concerns from your client no matter how great your plans. And this is a good thing! How you acknowledge and answer the concerns will determine whether or not your vision for the garden space will be implemented.
Anticipating the Objection
Our clients can have preconceived ideas for their garden that are not always appropriate (some worse than others for sure). This is why we are hired after all, right? It's our duty to supply solutions appropriate to the situation, even if they are not in alignment with the clients original idea. Because of this we will have to face objections.
You should be able to anticipate most objections and concerns before they arise during the presentation of your landscape plan. Therefore, I recommend preparing your presentation the day before. Review your plan in detail and write down any possible objections you foresee. Are there any elements on the plan they may object to? Did you choose not to include something they asked for? Write down your answers to these objections and then practice verbalizing your answers.
Here's another suggestion-- when presenting your plan, acknowledge the potential objection before your client does. This shows your client that you listened and considered their ideas instead of quickly dismissing them.
Overcoming the Objection
Always be candid when answering objections and concerns from clients. Again, this is why they are paying us. If a client asks you why you did not include something they asked for and the real reason is because it would look tacky as hell, then tell them! You will probably want to be more tactful than what I am :-)
When a client objects to an idea, before jumping in with your response, always acknowledge the objection as being valid, then go ahead and offer your justification.
One way to overcome an objection is by using another client as an example who had the same situation and same objection. Describe how your solution worked for this client and how it will work the same for them. This gives your idea credibility.
When an objection arises that was unanticipated, turn the objection into a series of questions in order to learn more about their concerns and to provide a better solution.
How do you prepare for and answer objections? Feel free to share your thoughts below.
To Your Success,
Chris Heiler
P.S.- You can now try LandscapeLeadership.com for FREE for 10 days. Gain access to all Member-Only resources immediately when you sign up.
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