I hate to admit this.
But it is true. And it is personal.
There are times in my life when I have dropped the ball when it comes to follow up.
So, over the weekend, as I was planning my week ahead, I decided to stop dropping the ball, and start following up.
Not just with new prospective clients, but with the ones that I've already let drop.
So, Monday, I'm spending on the phone, calling, scheduling, and filling up the rest of my month with follow ups and new appointments.
Lot's of things have inspired this but here's the latest:
Are You Mining the Gold in Your Client List?
5 Steps to More Sales
By Craig Arthur
Six months ago, we booked Bridget in for her first dental appointment. It was with 1300SMILES. Why? They have a dentist who specializes in children’s teeth. More importantly, this dentist makes visiting the dentist fun.
Bridget had a ball at her first visit. She came home with a dental mask, gloves, a toothbrush and toothpaste. For the next week, when brushing, we had to put on the mask and gloves while Bridget wore sunglasses… just like at the dentist.
Six months later, we receive a post card in the mail addressed to Bridget, reminding us to book her in for a check-up. This immediately went into the must-do-basket.
However, life got in the way and we failed to pick up the phone and make an appointment.
Not to worry, 1300SMILES called us as a follow-up to the postcard. This time we booked Bridget in.
The day before Bridget’s appointment, Angela received a text message to remind us.
Bridget’s second visit was enjoyable as her first. Again, she came home excited with a bag full of goodies, plus a colouring-in sheet of her favourite Disney character, Ariel the little mermaid.
The lesson: Relying on customers to pick up the phone and call you, is costing your business money. Don’t do it. Call your customers.
If you are a service provider and need customers to come back on a regular basis, here are the steps you should take.
Step 1
Book your customers in for their next appointment as they pay for their current appointment. (If they make a booking go to Step 4. If they don’t make a booking go to Step 2.)
Step 2
Send a postcard, email, SMS as a reminder. (If they respond in a given period, go to Step 4. If they don’t respond go to Step 3.)
Step 3
Call the customer as a follow up to the postcard, email, SMS. (If they make a booking go to Step 4. If they don’t want to make a booking, you can drop them from the list or give them a suitable period and then go back to Step 2.)
Step 4
Send a reminder email, SMS or call the day before or on the day.
Step 5
At the day of the booking, start the process again.
These are simple steps but you need to do them consistently.
You must have staff designated to implement the process. Everyday. Not just when business is slow.
My wife and I are both patients of 1300SMILES, however, we never received a follow up postcard reminding us of our 6-monthly visit. That’s gold left in the mine. So remember, just like advertising, customer follow up needs consistency.
"You must have staff designated to implement the process. Everyday. Not just when business is slow."Regular dental check-ups are something my wife and I want for our little girl, Bridget. (2-yrs)
Six months ago, we booked Bridget in for her first dental appointment. It was with 1300SMILES. Why? They have a dentist who specializes in children’s teeth. More importantly, this dentist makes visiting the dentist fun.
Bridget had a ball at her first visit. She came home with a dental mask, gloves, a toothbrush and toothpaste. For the next week, when brushing, we had to put on the mask and gloves while Bridget wore sunglasses… just like at the dentist.
Six months later, we receive a post card in the mail addressed to Bridget, reminding us to book her in for a check-up. This immediately went into the must-do-basket.
However, life got in the way and we failed to pick up the phone and make an appointment.
Not to worry, 1300SMILES called us as a follow-up to the postcard. This time we booked Bridget in.
The day before Bridget’s appointment, Angela received a text message to remind us.
Bridget’s second visit was enjoyable as her first. Again, she came home excited with a bag full of goodies, plus a colouring-in sheet of her favourite Disney character, Ariel the little mermaid.
The lesson: Relying on customers to pick up the phone and call you, is costing your business money. Don’t do it. Call your customers.
If you are a service provider and need customers to come back on a regular basis, here are the steps you should take.
Step 1
Book your customers in for their next appointment as they pay for their current appointment. (If they make a booking go to Step 4. If they don’t make a booking go to Step 2.)
Step 2
Send a postcard, email, SMS as a reminder. (If they respond in a given period, go to Step 4. If they don’t respond go to Step 3.)
Step 3
Call the customer as a follow up to the postcard, email, SMS. (If they make a booking go to Step 4. If they don’t want to make a booking, you can drop them from the list or give them a suitable period and then go back to Step 2.)
Step 4
Send a reminder email, SMS or call the day before or on the day.
Step 5
At the day of the booking, start the process again.
These are simple steps but you need to do them consistently.
You must have staff designated to implement the process. Everyday. Not just when business is slow.
My wife and I are both patients of 1300SMILES, however, we never received a follow up postcard reminding us of our 6-monthly visit. That’s gold left in the mine. So remember, just like advertising, customer follow up needs consistency.
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