Love Thy Clients and Customers

Last week was International Networking Week.  I was asked to do a Lunch and Learn for a local Chamber of Commerce.  Part of my presentation stressed the importance of staying in touch with past customers and prospects.  So many businesses focus on getting new clients and sometimes they tend to neglect the existing clients they have.  I’ve always heard that it costs 5 times more to acquire a new customer versus keeping existing customers.  In an article by Inc.com, they explain this principle.  

Another math equation that’s hard to explain is; by retaining 5% of our customer base we can increase our business by 50%.  How is that possible?  If our current clients love our products and services they will refer us to their family and friends as well as other business colleagues when given the opportunity.  Who doesn’t prefer a word-of mouth referral versus other means of marketing?

They say the number one reason a customer leaves is perceived indifference.  They didn’t feel appreciated.  Can you relate?

So how do you develop and keep Loyal Clients?  Those who will buy again and again, write reviews, and refer you to their family and friends and other business associates?

Here are a few ways to show your clients you appreciate them:

• ·        Show them you care beyond the sale – Provide Great Customer Service before, during, and after the sale.  Exceed their expectations.  Show them you care.

• ·        Keep in touch – Depending on your industry, touch base with your clients periodically just to see how things are going.  Not to sell them something else.  Use high tech, low tech, no tech, whatever it takes to let them know you are there to be of service.

• ·        Provide information – Educating your clients on ways to use your service/product that will save them time and money.  Providing business tips and information.

• ·        Handle any issues and complaints in a timely expedient manner.

• ·        Make your client feel like a V.I.P.  Offer Value-added services and products as a way to say thank you for their on-going business and especially for their referrals.

• ·        Be a resource to your client.  Seek ways that you can be of service.  Be a connector.  Perhaps referring them to another business colleague who will help them.

• ·        Show gratitude – Not only after the first sale, but make it a ritual to thank your clients on an on-going basis, for example – some Realtors send a Happy Anniversary card every year on the date that the client purchased their new home.  Or have you ever heard of the World's Greatest Salesman - Joe Girard?  Click here to read his story.

By showing your existing clients that you care and are there for them, they won’t be so apt to leave when someone else offers a lower price.

We would love to hear your comments and the ways you show your clients you care.

Here’s to Happy Clients!

Annette

Painted Lady Enterprises

‘Helping My Clients and Their Business Look Good’

Staying on Track - Reaching Goals – Achieving Resolutions

Well its one week into the New Year.  Did you make some New Year’s resolutions?  Goals?  For yourself?  For your business?  So how are you doing?  What is your track record?  How many goals and/or resolutions did you put on your list that are repeats?  That you either abandoned or didn’t quite attain last year?  Or are you one of the ones that just quit making resolutions and goals?

Lots of questions, I know, but if we keep putting the same goals and resolutions on our list year after year, then it poses the question to ask why.  Why aren’t we reaching these goals?  Is it that important to us?  It must be or we wouldn’t keep putting them on the list time after time, year after year.  Do we lack the skill set?  Hmmm….maybe, maybe not.  If we have the skill set, then do we lack the time?

I had a conversation this past week with a business acquaintance and she talked about ‘staffing for your weaknesses.’  This got me to thinking about why goals and resolutions don’t get achieved, but yet we keep saying we want to reach/achieve said goals and/or resolutions.  Which brings up more questions.

·        Is it really important to us – Will it make us happier, healthier, wealthier if achieved?

·        Do we have the skill set – if not, then why not seek out the expertise needed.  This might be in the areas of our health, diet and/or exercise.  Why not hire a personal trainer and/or a nutritionist, the expertise needed to finally achieve the results wanted.

·        If we have the skill set – is it a strength?  Sometimes we may have the skill set, but it is not a strength or we had rather do something else.  For example:  We may want to get a handle on our finances, profit and loss, etc. for our business.  We know how to do all of this, but it’s not one of our strengths or we just don’t enjoy doing this type of work.  Outsource the work.  Hire a bookkeeper or an accountant who can track the information and provide an analysis.

·        Do we lack the time – or not making the time to put forth the effort?  If it is something someone else can do – outsource it.  For example:  I can and know how to clean my house, but I don’t like to do it so therefore it takes me 3 times as long as it does for the person I have who does it for me.  I had rather be on my computer creating an email marketing newsletter for my clients or setting up clients social media sites.   I enjoy doing that.  So, find the expertise who can do the tasks you don’t have time or don’t want to do yourself.

There are certain aspects of our life and business we like and enjoy doing and we are good at them.  And then there are other things that we may can do, but it’s not a strength and/or we don’t enjoy it.  So comes the question, would we be better off outsourcing the task, hiring the expertise, or it is just something we just have to buckle down and do ourselves.  These are the questions that each of us have to answer and figure out.  My advice is to focus on your strengths, what you enjoy and outsource what you can.  That way you free up the time to concentrate and devote the time to do the things that are your strengths and that you do enjoy and hopefully brings in the revenue to pay for the outsourcing.

Sometimes we can even combine something we enjoy with something we need to do.  I have to put a plug in for my youngest daughter here.  She also works on a computer all day and as a result needs to exercise more.  To solve the issue she has rigged a desk/platform on her treadmill for her computer so she can work and exercise at the same time.  Talk about the 'mother of invention.'  I thinks she is on to something.

So before you abandon your New Year’s resolutions/goals, think about why you want to quit and work through the questions.  And if you need further help, my oldest daughter is a counselor and that’s her expertise, helping people sort things out.

Here’s To Achieving Your Goals in 2016,

Annette

Painted Lady Enterprises

"Helping My Clients and Their Business Look Good"

A Time To Make Lists

I’m a list maker.  I have to write things down.  It seems that during the holidays, my lists multiply.  In addition to the normal to-do list, there’s the shopping list, the honey do list, the greeting card list, etc.  And then my lists have lists.

In business lists are very important, especially customer and prospect lists.   Past clients and prospects represent potential income.  It is extremely important for every business to keep contact records of past clients and prospects and keep in touch on a regular and consistent basis.  The reason a business should keep in touch with past clients and prospects is, you never know when they will 1) need your product/service again or 2) have an opportunity to refer you to someone who needs your product/service.   

How to build a list –

• As you meet potential clients, ask for their contact information.  Even if they don’t purchase at the time, you want to stay in touch.
• Offer something of value – information.  Start a newsletter with industry information that you publish on a periodic basis, like once a month.  As you meet people, ask if you may add them to your distribution lists.
• Have an ‘opt in’ feature on your website and/or blog to ‘Join your newsletter distribution list.’  You can also add this feature – ‘Join My List’ - to your Facebook business page.
• When you do trade shows and expos, give away a door prize by collecting contact information and having a drawing.
•  When doing speaking engagements, have a sign-up sheet for your newsletter.
•  When someone makes a purchase, be sure and get their contact information.  Send them a thank you and add them to your distribution list.

-      Also, keep track of where the names on your list come from.  I find it interesting to go back and see the source of the referral/sale.

So now that you have a list, how are some ways to use it? 

How to work a list –

• When you acquire a new client, you want to send them a thank you note.  You can send an email, but a good old fashion Thank You card sent through snail mail is even better, provided you have their snail mail address.

o   You can also use greeting cards to send them a birthday card, an anniversary card, and about any other type of holiday card.  I recommend sending a totally unexpected card for some unknown holiday at least once a year.  It gets their attention amongst all the junk mail and makes you and your business memorable.

• I mentioned above creating and sending a newsletter on a regular and consistent basis.  Make your newsletters informative about whatever industry you represent.  People love to be informed.
•  Use your social media channels.  When you publish your newsletter, post a link to it on all your social media platforms.  Do the same thing when you publish a new blog.  
•  Use your lists to inform your clients and prospects of sales and specials, however don’t constantly bombard them with only sales and specials or they will unsubscribe because they don’t perceive the value.  Think Givers Gain.  Give them information that is helpful to gain their trust.  They will value that and remember you when they get ready to purchase or have the opportunity to refer you.

If you're not building a list and keeping in touch, someone else is. I hope you found this information of value.  If you need help with newsletters or social media, please contact us.  This is our specialty.

Happy List Making!

Annette

Painted Lady Enterprises

‘Helping You and Your Business Look Good’