Shocking Sales Statistics as It Relates to Follow Up

Truly shocking sales statistics as it relates to your  follow up process:

48% of sales people never follow up with a prospect
25% of sales people make a second contact and stop
12% of sales people make more than three contacts

2% of sales are made on the first contact
3% of sales are made on the second contact
5% of sales are made on the third contact
10% of sales are made on the fourth contact
80% of sales are made on the fifth to twelfth contact

Creating and using a follow up system is a guaranteed way to grow your business.  In fact with less than 52% of all sales people following up with their prospects you will not only grow your business but you will stand out amongst your peers.  And remember 80% of sales are made in the fifth to twelfth contact if you are in a market with heavy competition you literally eliminate your competitors by simply following up.

To learn more about creating a follow up system make sure you to read Creating a Follow Up Strategy where I discuss follow up strategies for existing customers.

Creating Great Follow Up With Your Clients in 7 Simple Steps

Today I was listening to a great podcast by Dr. Ivan Misner the founder of BNI on Networking Now about following up with your clients and creating touch points. Dr. Misner offered 6 steps in creating touch points with your prospects and customers. After listening to the pod cast I ended up with seven steps!

Step One – Spread out your contacts! Many people do great follow up in the first few months of making the sale and then the follow up seems to drop off. Maintaining consistent follow up or touch points through phone conversations, live appointments, email, newsletters, and greeting cards should be the goal.

Step Two – Train your clients to expect to hear from you. Be consistent! If it makes since for your business or product to meet with them once per quarter than make sure you always meet with them once per quarter. Your clients will begin to plan on hearing from you and will make time to see you.

Step Three – Make each contact lead to the next contact. Let your customer know when they will hear from you again. If you are meeting every quarter, ideally you would schedule the next quarterly meeting before leaving. If you need to follow up with additional information make sure to let them know when they can expect from you.

Step Four – Assume responsibility to make contact. As the sales person or business owner it is your responsibility to maintain the relationship. Remember customers who don’t feel appreciated or feel they are not being taken care of will naturally start looking for someone else. Keeping consistent contact and taking responsibility for the relationship will help your to maintain your customers for life!

Step Five – Invite customers to networking events. If you have found a great networking event make sure to invite a few of your customers for the next one. Invite them to your BNI group or a local chamber of commerce. If you are in Rotary or Kiwanis invite them to your next meeting. Seeing your customers every week or every month at a service organization or networking event will help you create a stronger relationship. Not to mention if you have found new clients at these groups your customers may as well.

Step Six – Create a plan and stick to it. If you are consistently following up with your customers your customers will naturally start contacting you. The key is to not break your consistency. When your clients contact your don’t restart the clock or change your pattern. Stay on your same touch point schedule and this will just encourage more interaction.

Step Seven – Once you have your plan implement a system to make this easy. For each element of your follow up or touch points do whatever you can to put this into a system. Systems mean automatic! Automatically your news letter will go out every month. Automatically your outlook calendar or salesforce.com reminder will pop up. By having a system you guarantee consistency in your actions.

It’s important to remember following up with prospects is a must but having consistent follow up or touch points with your customers is equally as important. The goal for this follow up or touch point system is not to sell. The goal is to create conversations. The conversation might be:

  • How can I help you?
  • Are you satisfied with our product or service?
  • I was thinking about your business today and thought of a few additional ideas for you.
  • How can I make this service work better for you?

Through conversations you will create stronger relationships. Through these relationships you will receive more businesses and the best part is you will receive referrals!

Are you using a system now? Please leave a comment and tell us what are you using in your business for follow up and touch points!

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Creating a Great Customer Experience

Have you ever really thought about why customers decide to buy? What are you doing right when talking to customers? How can you improve on your customer experience to win them over? Let’s look at a general example when it comes to customers calling your business:

A new potential customer may call you inquiring about one of your products. Let’s say you are a new sales representative for the company and are eager to help any new potential customers. You are friendly, respectful, and really do everything you can to help. The customer responds and makes a purchase.
At the same time another potential customer calls inquiring about the same product. A different sales representative interacts with the customer. This seasoned sales representative has already met their sales goals and is excited as the day is ending! While the representative is pleasant, the customer can hear them organizing their desk, moving stacks of paper around, packing their bag, and not really listing to what is being asked. The customer assumes their business is not wanted and the call ends with the customer saying thank you and no sale is made.

What is the real difference in these two examples? It’s really about listening, fully engaging in the conversation you are having, and finding ways to connect with your potential customer. It’s the excitement of really wanting to help the customer which will lead the customer to a purchase.

I have had many experiences just like this. My first interaction with a company is fantastic and I think to myself “wow, this company is great”. My next interaction is a complete disappointment as I don’t receive the same level of service. Creating consistency with the customer experience is not easy but can be achieved.

Whether you are a large company with hundreds of representatives, a small business with a few sales people, or an entrepreneur handling everything on your own here are few tricks to keep the customer experience positive:

  • SMILE – On the phone or in person make sure you smile often! Teach this to your representatives, remind them in sales meetings, smiling changes your tone of voice, this change caries over in person and on the phone. Need to see the study? Check out: Smiles Really Do Boost Sales.
  • STAND UP – If you are on the phone and are feeling off, having a bad day, or just don’t seem to be connecting with your customer standing up will add new energy to the conversation. This works for all types of sales inbound, outbound, or cold calling.
  • REMINDERS – Add a note to your phone or computer screen with a key word. For example if your focus is to enhance the customer experience you might just write “best friend” as a reminder to talk to the potential customer with the same passion you would as if you were talking to a best friend.
  • POSITIVE AFFIRMATIONS – Create a list of 5 or 7 possible positive experiences you would like your potential customers to have. Add the list as a screen saver, background, or just post it where you will see it as a reminder when you are talking to customers.
  • LAST QUESTION – Get into the habit of asking each customer “is there anything more I can help you with today?” It’s a pretty simple question and will add to the customers overall experience. Not mention you may possibly receive more sales my simply asking.
    Remember, creating a positive customer experience allows you to start a long term relationship. As you follow up with the customer the relationship will grow into additional sales and referrals!

I have had many people ask me how I am always so positive or always in such a good mood. I would love to say I am always happy and positive 100% of the time! My intention is to have this be my reality and by using these tricks I come pretty darn close!

You Already Have Your NEXT New Customer!

What is the value of our current customers? In sales it seems we are always striving to get the next customer… So much of our time and effort is spent towards new customers. As sales professionals we do many things to get the next customer or client. Our sales cycle could be hours, days, months, or even years. All of this work just to get the next new customer.

And then it happens! We win the next contract, get the new client, win over our newest customer. Depending on what you are selling you may or may not have some role with this new customer , possibly in training, roll out, or just insuring the sale is complete. At some point our new sale is finished. You are done, the sale is final, and hopefully you have been paid, only to move on to do the cycle all over again. Spend all that time and energy to get the next new customer again.

So that’s it! Let’s move on to the next customer! Right? Wrong! Who is more important to follow up with? New leads, old leads, or existing customers? Existing customers! Don’t get me wrong, you always need to have a constant flow of new customers. My point is the customers you already have are a great resource for new ones! John Jantsch from Duct Tape Marketing talks about this in his article What’s Your Referral Number? John suggests creating a percentage baseline for the number of clients referring business to you. Finding this number will allow you to improve on your processes so you can achieve the maximum referrals from your clients. Following up with your current customers will not only help you with your customer retention, it will also lead you to new customers. Why not start tomorrow by calling 10 customers you have not spoken to in the last 30 days. Just check in with them and see how they are doing. Make sure they are happy with your product or service. Ask them if you can do anything for them. It shows great customer service and you might just receive a referral to your next new client!

Remember the time you focus on your current customers will allow you to attract new clients with ease. Sometimes the all alluring next new client is right in front of you! All you need to do if followup, stay engaged, and build on the relationship you have already created.