The ‘3-by-9 Love letter’ Giving Thanks and Bui lding Trust in 2020
Did you know that 20% of your customer base is thinking about leaving you at any given time because “they don’t feel the love”?
What’s the solution? Think of it as your Valentine’s Day card to your current client list.
All you have to do is remember these two numbers: three and nine .
My “3-by-9 Principle” goes like this: I will call three of my current customers each day before 9 a.m. and thank them for their business. Pretty simple, right? While I’ve got them on the line, I will also ask, “What do you like best about working with us?” Then, I’ll follow up by asking, “What could we be doing better?” The toughest question is asking the customer to rate you on a scale of 1–10, with 10 being “You’re not going to leave me” and 1 being “You’re looking to leave me.” I ask them, “Where do I stand on that scale?” Always be looking for a way to move the needle up a number. If you are at 2, move it to a 3. If you are at a 10, push to be an 11!
Q. When is the best time to tell your significant other that you love them?
A. Before someone else does.
In the words of one of my valued clients, ESI Construction, “Our goal is to be first choice every time.”
It’s five times more difficult to generate a new customer than it is to keep a current customer. So, in this month of Cupid, I am encouraging you to love on your current clients.
If I am still in good standing after my impromptu interview, I will ask the customer one of two questions: “Would you be willing to give us a 5-star Google review?” or “Who do you know that I should know?”
Keep in mind the top reasons that customers leave us.
We don’t stay in touch.
We don’t follow up.
The goal is to use “3-by-9” for the whole year of 2020 or, at the very least, try it for the entire month of February.
We don’t appreciate them or tell them that we appreciate them.
We don’t fix issues quickly.
We don’t provide value.
Think about it. When is the last time that you thanked one of your customers? If it takes you more than 15 seconds to remember, then you’re probably just making it up and rewriting history in your own
If that’s not enough to wake you up, here’s one more sobering statistic.
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