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Kathy PaauwCertified Professional & Personal Coach
Productivity Consultant ~ Trainer ~ Author
Business owner since 1995
MY SITUATION IN 2005:• Trading time for money• No paid vacation or retirement• Burned out & tired
ALARMING STATISTICS
• The #1 reason a customer does not come back… they forgot about you.
• 95% of your happy customers will purchase from a competitor on an impulse.
• For each month that you don’t communicate with your customers, you lose 10% of your influence.
67% of business today is driven by personal referral and word-of-
mouth.
What are you doing to attract referrals? What are you doing to maintain customer
loyalty?
91% of customers say they would give referrals, but 80% have
not been encouraged to do so.
HOW I DID IT…
Became more intentional about getting to know people as people.
Made them feel valued by expressing appreciation and remembering their birthday
Built a know-like-trust relationship
Increased my top-of-mind awareness so I am REMEMBERED.
NETWORKINGTips from my book, The Music of Your Heart:
Network with those who are doing what you want to do, and soon you’ll be doing it too.
If you are the role model that everyone looks up to in your network, it’s time to upgrade your network.
Collect and record info about people you meet.
The size of your network determines the size of your net worth.
www.TheMusicOfYourHeart.com
“It doesn’t matter how much someone knows, likes and trusts you if they don’t REMEMBER you when
they’re ready to make a buying decision.”
- Kathy Paauw
How are you staying TOP-OF-MIND?
The most powerful marketing of all...
"People will forget what you said, people will forget what you did,
but people will never forget how you made them feel."
-Maya Angelou
Be remembered as someone whomakes others fee VALUED!
Mary Kay Ash’s key to success:
“Make your people feel important.”
Mary Kay Cosmetics ($1.2 billion empire)
She taught her sales reps to send three handwritten thank you notes every night before bed.
Tom Hopkins Thank you Note Habit
• Within 5 years he went from making less than $50 a month in Real Estate to building an ANNUAL sales volume of over $14 million
• SECRET WEAPON: 10 hand-written thank you cards every single day
• 99% of his business by referral within 3 years
Tom Hopkins: Thank You Note Habit
• Thank you for talking with me on the telephone.• Thank you for meeting with me.• Thank you for your business.• Thank you for your kind referral. • Thank you for the excellent service you have provided for me.• Thank you for taking your time to consider letting me serve you
(after first refusal).• Thank you for taking your time to analyze my services
(after they bought from someone else).• Thank you for using our service/product
(sent at one year anniversary).
Joe Girard was born during the depression in one of the most deplorable ghettos in Detroit.
How successful did Joe become?• The Guinness Book of World Records: "World's Greatest Retail
Salesman" for 12 consecutive years. • Sold an average of 6 cars everyday. • Sold 13,001 cars during his selling career… all at retail.
What was his secret?He built and maintained relationships. Joe sent 13 cards to each of his prospects and clients every year. He created top-of-mind awareness by keeping in touch with them.
What kinds of cards did Joe send?*
• Thank you notes• Cards of encouragement• Cards of congratulations (wedding, baby, job promotion)• Birthday cards• Holiday cards (Season’s Greetings, Valentines, etc.)• Helpful news and information • Small gifts to his best customers and referral partners
*An automated system was not available at the time, so Joe hired three full-time employees to buy his
cards and handwrite messages for him.
Opportunities to be remembered as
someone who makes others feel valued:
• Gratitude (just because)• Birthday• Anniversary (wedding, annual renewal, closing)• Congratulations (baby, engagement, wedding)• Thank you (business, referral, gift, hosted meal)• Sympathy• Apology• Holidays
DO NOT MIX THESE WITH MARKETING!(no business cards)
Send a Personalized Greeting Card
How many cards would you
LIKE to send each month to family and friends…
if you had a
convenient and affordable
way to do so?
How many cards do you
NEED to send each day or each month…
To stay top-of-mind and be set apart from your competition?
Cost of retention of a client/customer is 10% of cost of acquiring a new one.
5% improvement in customer retention equals 25%-85% improvement in profitability.
62% of your customers are not taking advantage of all of the products or services you offer.
CustomerRetention
The #1 reason customers leave to do business with someone else:
PERCEIVED INDIFFERENCE (68% of customer defection is because they think you do not care!)
Become a CHAMPION thank-you note sender!
"Who does not thank for little will not thank for much."
~Estonian Proverb
Did a great job – I know, like and trust him!
Offers other services I could use – roof & gutter cleaning, walkway/driveway pressure washing
Has more work than he can handle by himself, and wants to attract more business so he can afford to hire more help.
I have not heard from him since May, 2009.
CASE STUDY: Window Washer
For each month you don’t make contact,
you lose 10% of your influence.
OOPS! How will I remember his name and how
to contact him?
Will he get my repeat business/referrals?
CASE STUDY: Window Washer
It costs a lot more to acquire a new customer than it does to retain an existing one.
What are YOU doing to be remembered by YOUR
customers, prospects and referral partners?
Idea: Send four stay-in-touch cards a year, using automated campaign feature.
Cost: $4.32 (including postage) and a little time to set it up and click “send” ONCE.
ROI: Service visits yield $200-$500; ROI well worth $4.32 to keep me as a customer and attract referrals, too!
CASE STUDY: Window Washer
IDEA: Each quarter the customer receives a valuable tip that is relevant to household maintenance needed for that time of year. Example:
Spring card: “Here’s my recipe for the cleaning solution I use for streak-free windows. If you find that you don’t have time to clean the windows yourself, I’d be delighted to assist you. Just give me a call.”
• A well maintained network of only 100 people can lead to millions of dollars in business over time.
• Each person in your network can connect you to 250 people... that equates to 25,000 potential connections!
• Make a list of your top 100 clients and differentiate yourself from your competition by following a simple inexpensive plan that takes less than 5 minutes per day.
Did you know?
• Create and send a real paper greeting card on the Internet without leaving your office.
• Send a card campaign (same card or series of cards personalized to multiple recipients) with one click of a mouse.
• Send completely customized cards with your own graphics, handwriting, signature and personal message.
• Cards are less than $1.
• SendOutCards does the labor -- they print, address, stuff, stamp and take to the post office for you. I just sent two campaigns: holiday cards to 646 business contacts and 271 family & friends.
• Include gifts and gift cards with your greeting card.
High Tech,High Touch!
NOT an
E-Card,
but a
REAL card!
Law of AttractionWhat you send out comes back!
Case Study: Real Estate agent: Elizabeth Ward SmallNational Top Producing REALTORBurlington, NC
Sent 12 postcards (one/month) to 240 households in her region
Why multiple contacts?The average prospect
will not do business with you until they have seen or
heard from you at least 7 times.
Law of Attraction
QUARTERLY POSTCARD$0.31 postcard$0.33 stamp$0.64 x 4 = $2.56 per person/yr.
QUARTERLY GREETING CARD$0.62 card $0.46 stamp$1.08 x 4 = $4.32 per person/yr.
What would that kind of TOP-OF-MIND AWARENESS
be worth to you?
What you send out comes back!
Multiple-Piece Campaigns
• Create, send and forget (and be remembered!)
• Create your own or purchase professionally designed campaigns: www.SmartFollowup.com
• General stay in touch• Generic referrals• Holiday cards• Real Estate Agents• Mortgage Brokers• Insurance Agents
• Accountants• Dentists• Chiropractors• Attorneys• Carpet Cleaners• SendOutCards