#1: Hold thank-you events. When you show appreciation and sponsor or host an event, it’s a great way to not only meet with your best customers, but also catch up on how they’re doing. I’ve always been amazed that more people don’t employ this strategy. The amount of goodwill, fun, and positive word-of-mouth far outweigh the costs to host the event.
#2: Send birthday cards. This is old school marketing 101 that so few businesses employ. When someone gets an unexpected card in the mail it leaves a huge impression. In the age of email, texts and Facebook, the temptation is to choose the easiest path. Good old-fashioned birthday cards still go a long way to building goodwill.
#3: Thank customers for their referrals. Referrals are powerful. I’m an advocate that you should not only track where referrals come from, but more importantly thank the person who sent them to you. I love hand-written thank you notes along with a small gift such as a box of cookies, a book, or gift certificate. In addition, a phone call is always a smart idea.
#4: Send them business. Besides doing business if possible with your best customers, you should always be seeking ways to help them grow. By getting to know who they work with, you can often think of and refer people in your circle of influence to them. I do this a lot. It not only show that I appreciate them, but that I believe and trust them enough to send people I know their direction.
#5: Offer them new products and promotions first. People love the feeling of being exclusive and special. Anytime I roll out a new service, talk, event, or book I bring it to my best clients first. In addition, as a thank you I include special promotions just for them as a thanks for their ongoing patronage and referrals. It’s amazing to me how many businesses create special promotions for new customers only and then completely skip over their current ones. This to me short-sided thinking and foolish.
I hope this short, yet effective list, has inspired you to make appreciating your customers a priority now and in the future!
Tony Rubleski
Mind Capture
616-638-3912
www.mindcapturegroup.com
The Power of Follow Up in Action
Friday, April 17th, 2015I received a referral from a fan of my work in early January regarding the possibility of me speaking at her association’s annual meeting this December in New Orleans. This happens each week and I never take an introduction for granted and always do my best to follow up.
There’s a picture I show in many of my keynotes that demonstrates why follow up is of huge importance in the sales process. I can easily say that my own experience and with many clients that a lot of sales occur after the third or fourth contact with a prospect. What I’m about to share with you, helps prove this out.
Here’s a list below showing my follow up over the last two and half months with the association President whom I was referred to regarding speaking at their annual event in New Orleans and the end result:
1. Mid-January I sent the association president a follow up email
2. A week later I left a voicemail
3. A few weeks go by and I check back in with the person that sent me the referral
4. She sends a second email to the association President
5. I leave a voicemail a week later as he’s traveling
6. Speak with key contact when I call main number who handles the event, who next asks me to email her information after I explain the context of the referral
7. I email her details and am told to check back in within a couple of weeks as the President is traveling
8. I call as instructed and she mentions that she showed him my information that day
9. A few more days go by and I get an email from the association President to set up an exploratory phone call
10. We get on the phone a few days later
11. He asks for more details and a week to show his Board so they can make a decision
12. I email him the requested items after our phone call
13. Last week he emails me and says we are a go to speak this December in New Orleans!
I share this recent story for one central reason: people are busy and effective follow up does pay off. While I wish it was easier and people would get right back to me, this is often not the case. They move at their pace and in their time frame, not ours.
So, your homework: go back through your files and notes to see who you need to follow up with and pick up the phone or send off a quick email today.
Tony Rubleski
Mind Capture
616-638-3912
www.mindcapturegroup.com
Tags: Association President, Detail-oriented, Follow-up, indianapolis small business, People are busy, Tony Rubleski
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