This year, customer follow up will be different.

For many businesses, two things happen this time of year. One: You get a bunch of new customers. Two: Many of the new customers you acquired during this time last year “forget” to come back. The customers on the first list cost time and money to acquire. A fair amount of the people who “forget” […]

How to build a follow up system

Last time, we discussed why it’s important to consistently follow up with your clients. Consistency requires a system to manage the process, track the follow ups and remind you when they need to be done. Without a system, daily challenges can take over your day. Result: follow ups are forgotten. After I posted, @BeckyMcCray suggested that I […]

A simple, high value tactic many miss

When people know that you help small businesses and you’ve had a newspaper column since 2007, everyone who has a bad (or even mildly annoying) experience at a business wants to tell you about their latest adventure in commerce. Sometimes I hear about situations that really aren’t the fault of the business. Other times, the […]

Why they don’t take your calls and don’t read your mail

photo credit: seeveeaar Do your customers and prospects let your calls go to voice mail? Do they open your emails? If they were, you’d know (or should). Think about why *you* let calls go to voice mail and why you ignore certain emails. While you might be busy and decide to let calls go to […]

Stop worrying about your commissions

photo credit: 401(K) 2013 Recently I was doing a little business with a large Microsoft distributor – a sale that required a license agreement. Initially, the deal couldn’t be finalized because I use a PO Box for my business address. Trouble is, they “don’t allow” license agreements with a business that uses a PO Box. […]

Did You Know…That You Should Follow Up?

photo credit: antaean If you look at the path a prospect follows on the way to becoming a customer and then, at their path as a new customer; youâ??ll see plenty of places where it would be valuable for them to receive an occasional tap on the shoulder. With that tap comes just a little […]

Literacy of a different sort

photo credit: One Laptop per Child One of the things I’m always pushing clients to do is expand their education. Naturally, that includes the education of their staff, if they have one. This education expands well beyond your line of business, because there are valuable lessons from every industry. Likewise, there are processes in almost […]

Make your automation personal, not just automatic

photo credit: Zesmerelda After requesting a beta invitation to a web-based service, I received the activation email. *ONE* minute later, I got an email from the CEO asking how I liked the service.  Careful there, Sparky.  While I’d be the first to encourage such emails, you have to think about how – and particularly, when […]

The value of follow up

Previously, we’ve talked about how my old software company did every-30-day follow ups with clients and why it was so valuable. If nothing else, it made up for things that we maybe didn’t do so well. When I have conversations with business owners about following up, it often comes up that these things are a […]