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How often do you send something physical to them that isn’t just an advertisement or bill?
for anyone to give as to why they’re canceling or want out of a contract, and most of the time, it’s a smokescreen. No matter what reason you’re given, it’s important to dig and get to the real reason. It is impossible to save a customer or fix the problem of bleeding customers if most of them give you a BS reason as to why they’re canceling. How can you keep more customers? The reality is that it all comes down to two things … and one of the two things is not a newsletter, but newsletters are an important part of both things. As I was saying, it all comes down to relationships with your customers and customer experience. The good news is that both are interconnected. One of the best things you can do is take inventory of your prospect and customer experience.
Have you ever wondered what your company would look like if you had never lost a customer since you opened? It’s an interesting, albeit slightly depressing, exercise. It’s kind of like looking at your retirement account and saying, “What would have happened if I really had started investing just a few hundred dollars per month at 21?” A lost customer is like a retirement account except that you lose money. Every time you lose a customer, you lose all future growth and profit from them. To make matters worse, you also accrue the expense of replacing them. How much would investing suck if you had to pay your advisor extra money to work harder to make up for them losing money in your retirement account? That sounds like a special form of investors’ hell, but that is exactly what’s happening when you lose customers. If you’re good at what you do — if people need your product or service and you help your customers — when you lose a customer, you should take it personally. I know I do. When they leave, by and large, the customer is saying you’re not that good. Before I jump into some strategic methods to keep more of your existing customers, I want to point out one thing. Many times, a customer will leave and tell you they’re leaving because they’re broke. Most of the time, that’s pure BS. Money is an easy excuse
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Do they get a new customer gift?
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How do you hand off from sales to operations?
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How is their first interaction with operations?
• What does your month-to-month communication with customers and prospects look like? This is by no means a complete list, and neither is it in any order other than what came to my mind first. Fixing all these areas in your business can have a profound impact on your prospect/customer experience and your relationship. Think about the advantage you’d have over your competitors with the above items in place. How many more referrals would you get simply based on the experience and relationship you have with customers? How many more prospects would convert to customers because you were the only one following up with them weeks and months after they first inquired? As consumers have more and more choices, you must stand out from the crowd. Creating a unique Continued on Page 6 ...
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What happens when a prospect calls?
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How is someone treated when they’re on the phone?
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How about when they walk in for the first time? Do they get a tour of the office, if appropriate?
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Do they get a customer guarantee/promise flyer if they’re not in the office?
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What happens after their first visit?
Have You Heard the Good News?
John 20:8-9 — “Finally the other disciple, who had reached the tomb first, also went inside. He saw and believed.” Mark 11:24 — “Therefore I tell you, whatever you ask for in prayer, believe that you have received it, and it will be yours.” 2 Thessalonians 3:5 — “May the Lord direct your hearts into God’s love and Christ’s perseverance.” Ephesians 1:18 — “I pray that the eyes of your heart may be enlightened in order that you may know the hope to which he has called you, the riches of his glorious inheritance in his holy people.”
Successful companies — and what they do right — are used as examples of how positive ideologies affect some of the most successful businesses in the world. By showcasing simple and intuitive action plans alongside stories of triumph and failure, the potential leaders reading the book are left with a new outlook on what success means for them. Being a leader means making hard choices and setting the tone for the group you lead. By changing yourself, you’re able to effectively manage those around you while lifting them to become the leaders of their own lives.
umbrella of business leadership, it can be applied to virtually any aspect of your life. By following the principles Conger excitedly lays down, the reader gains a new outlook on their future that won’t be tarnished by a few small obstacles. With fresh takes on old concepts, like cause and effect and positive affirmations, the book holds numerous tidbits of wisdom that can easily be applied to the workplace, making a more joyful and productive environment for all parties involved.
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