Tester TIME 17707 Madison Rd. Nampa, ID 83687 (208) 707-9807 www.dialingstrangers.com
PRSRT STD US POSTAGE PAID BOISE, ID PERMIT 411
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When You Get, Give
Don’t Take This Crucial Business Relationship for Granted
Tester-monial
Handling Negative Customer Experience
1 Easy Step You’re Not Taking
1 Easy Step You’re Not Taking
- “I left a voicemail.”
- “They are not interested.”
The saying goes, “If it was easy, everyone would do it!”
- “The prospect wasn’t in.”
- “I didn’t want to sound pushy.”
IF IT WAS EASY EVERYONE WOULD DO IT
I disagree.
Do these excuses sound familiar? Remember that with website leads, you only have six minutes to respond with a follow-up phone call or the prospect moves on to the next vendor. And here’s the No. 1 complaint of people looking to do business with you (or anyone): “They didn’t follow up when I called!” Make sure you have a real, live person answering the phone. Train them to ask for a name (first and last), phone number, cell phone, how the prospect heard about you, and why they are calling requesting you. Follow up the same day. Build a system around this. By the way, in terms of asking for a referral from current clients, here is the script: “Thank you for your business. By the way, what do you like best about working with us? Can you think of anything we can do better? Oh, by the way, who do you know who we should know?” Call three current customers every day. Use that script. Own that script. And, of equal importance, follow up on the leads. It’s a way to make sure you’re ahead of the competition. The remedy is easy, but again, not every business will implement it.
Because when it comes to following up with leads, it’s easy. However, fewer than 20 percent of salespeople do it. The converse of that equation means that 80 percent of leads do not receive follow-up, which is a staggering figure
that many business owners disagree with me on. I mean, they’re spending good money to get leads and hire great salespeople. How could 80 percent of leads be ignored? So, I pick up the phone and dial someone on their current customer list. On behalf of the company, I thank them for their business and ask for a referral. I usually reach one live person every six calls. Then I ask the owner whether I should follow up or let his team do it. Of course, the owner says his team will do it — that’s why he pays them, right? I follow up with his team the next week and find that 8 out of 10 calls never resulted in a conversation (80 percent ring a bell?) Why not? Here is the excuse list:
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