Picture the scene. You’ve gone to a monumental amount of effort to recruit new leads and then they bounce. Apart from being a waste of time, it’s a damning indictment of the company. New customers should never pick up their things and leave, not during the honeymoon period.
The sad thing is shoppers get turned off all the time and businesses don’t care. “On to the next one,” they say and plow on regardless. But, the problem is it’s tricky to switch them back on again once they’re off. And, if you do it all the time, there won’t be any fresh leads and your profits will drop.
Every firm should focus on making them feel wanted, and here’s how to do it.
Eliminate Voicemail
A prospective customer has been given the pitch and they feel a million dollars. Then, they call the number on the website and no one answers. Well, they can’t be too special if they only get the automated voicemail. It’s a small thing, but a dedicated phone line like this legal answering service is an excellent way to show them you care. There is a person on the line 24-hours a day; if that’s not customer service, then what is?
Follow Up
Again, a sales rep has reeled off the spiel and told them they’re the greatest thing since sliced bread. But, low and behold, no one has been in touch to talk about a follow-up. Creating a lead is only one aspect of the job; the next is to secure their interest. To do this, contact them via phone, email or social media the very next day. Don’t give them time to rethink. Also, never neglect them after the sale. Send them their latest, tailored offers and the monthly newsletter to make sure they are part of the family.
Don’t Assume It’s About Money
Someone says they aren’t interested yet you think differently. And, the truth is they are on the cusp, you just haven’t given them cause to invest. So, you give them what you assume everybody wants: a price cut. Money is important but it isn’t the end of the world for customers. To choose you over a rival, they need to know you will solve their problems and won’t throw cash around at every opportunity. Try this five-step approach if you need a starting point.
Try Not To Put Them On Hold
There is nothing more annoying than being on hold for ages. You feel as if you’re never going to get to the bottom of the problem. Sometimes, it’s inevitable that you’ll need to hold the line to find a solution, but it’s how you go about it which is the key. For starters, always ask them if it’s okay before queuing the music. Also, explain why you’re doing it so they don’t think you’re trying to pass the buck. Finally, go back to them every five minutes to detail the process.
The above sound like four straightforward tips, yet it’s incredible how many companies are caught red-handed. Is your business one of them?
Dianne Carillo is the Marketing Communications and Brand Manager at PureB2B, a lead generation company that helps accelerate on business solutions and technology sales processes.
