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I've recently created a Customer Follow Up Binder, which is a simple system for using to follow up with prospective customers and ambassadors.
* A binder
* Index tabs A-Z
* Index tabs 1-31
* Copies of the Customer Follow Up Sheet
For each prospective customer or ambassador that you talk to, fill out a Customer Follow Up Sheet for each one, then file it in your binder. The best way to do it is to file it 7-14 days from the day you first talk to them under the Index Tabs 1-31. For instance, if you talk to them on the first of the month, then put their sheet on day 7 or day 14. Each time you talk to someone, fill out a sheet IMMEDIATELY after and file it in the appropriate day.
Then each day (for example, if today is March 3 then turn to Day 3 under your index tabs) turn to the day of the month and simply contact each person whose sheet is filed on that day. Then, note the date you talked to them on the sheet and then file it 7-14 days ahead again. If you talk to someone and they definitely tell you they're not interested, then file their sheet alphabetically in the index tabs A-Z and in a few months, check back with them again. You never know- people's circumstances change all the time and though, they may not be interested right now, they might be in a few months!
This is a very simple system but it does take a little time and effort to run it smoothly. Simply take time each day and you'll never let another prospective customer or ambassador "fall through the cracks"!
While persistence is a key component, messaging is perhaps even more critical. Prospects are bombarded with emails and other tasks competing for their attention. How can we write a note that stands out enough to get a response?
After a Voicemail
You tried calling, but your prospect didn’t pick up. Immediately after leaving a voicemail, send the follow-up email below.
Subject line: Sorry I missed you
Sorry I missed you on the phone today. I was calling because I wanted to see if you liked the sample I sent [or how you are doing with the product you order OR any other thing you are calling about!].
My voicemail said I will try you again on [date and time] and you can always reach me before at [phone number].
This email has an 80% response rate within 24 hours.
Why does it work? Clients aren’t always at their desks to get calls, someone may be involved in something and can't answer the phone, etc. but can answer a quick email from their mobile devices. The email is short, directive, and requires only a quick answer. It’s easy to read and respond to.
After a Trade Show
A 'light’ version of a follow-up email after a networking event. The follow-up approach should vary depending on the prospect’s interest level and the context of the meeting. In addition, salespeople should research prospects to personalize their communications as much as possible.
What an exciting show. I hope you made great connections and learned some things you can use in your business immediately.
I am sure that increasing sales is on the top of your list. As I promised, here is the link to the video on my company I promised. http://youtu.be/QnV1YuVwB1M If you would like more in-depth information on anything, I’d be delighted to have a 30 minute conversation with you to dive into that.
I’m here to be a resource to you, so don’t hesitate to call.
Follow-Up Email to a First Conversation
I really enjoyed our phone conversation [or meeting] earlier today and especially liked learning about your unique role at [company]. I understand the challenges you are facing with [challenges discussed] and the impact they are having on [insert personal impact].
As promised, here is the link about my company: http://youtu.be/QnV1YuVwB1M
Please let me know if you have any questions. Otherwise, I look forward to talking with you again on [date and time].
The Second, Third, and Fourth Attempt
Don’t just stop with one follow-up email. Follow up on your follow-ups! Persistence is a virtue in sales, and it can pay off.
“I can’t tell you how many times I was persistent and when I finally reached the person they were very grateful,” Heiman said. “Basically don’t give up unless the person tells you to stop calling.”
But she added that it’s important to add value in each follow up attempt. “There is a fine line between being a pest and being persistent. Being persistent without adding value is worthless.”
With that in mind, here’s a sample voicemail that Heiman suggested for a second follow-up. She advises writing the message out in advance.
Hi Jane, this is Dawn calling. I am calling to find out if you've tried the sample I sent yet? If you haven’t tried it yet why not mix it up right now while you're thinking about it? I’d like to help you get started. Do you have time for a 30 minute call on [weekday] at [time] or [weekday] at [time]? Give me a quick call back to schedule at [phone number] or send me an email at [email address]. Have a great day!
Still no luck? Try this third contact follow-up email.
I know you are busy. I want to be sure you know you how to watch the video about my company. Here’s the link again. http://youtu.be/QnV1YuVwB1M In 30 minutes I can give you some ideas on how to make some extra income on the side. Do you have time for a call on [weekday] at [time] or [weekday] at [time]?
Let me know which of these times is convenient for you or send me a few that work for you. I look forward to talking with you.
If you haven’t heard back by now, frustration is bound to start creeping in. But don’t give up -- here’s a fourth contact voicemail sample from Heiman.
Hi Kevin, this is Dawn. I am sorry we haven’t been able to connect. When we met, you were very interested in increasing your income. I know how busy things can get with work and family. I want you to know that I don’t mind scheduling a call before or after work hours if that would make it easier. Just let me know what works for you. I don’t want to be a pest, but I do want to make sure we have an opportunity to talk if you still want to get started.
If this gets no reply, should you throw in the towel? Heiman has a creative suggestion.
“If I have had absolutely no response I might give up, but more likely I would reach out on social media and try by phone or email in about two weeks,” she said. “Many times people who don’t respond to their email will respond on LinkedIn. More times than not, I find out they haven’t received my emails. That is why I call also, and usually mention that I sent them something by email.”
There's an old saying in sales: "The fortune is in the follow-up!" And it's definitely true! Why go through all the trouble of contacting someone, possibly sending them a sample or information, and then never ask them what they thought of it? That's ALL Follow-Up is... asking a prospective customer/team member what they thought of the products and/or the business opportunity!
Instructions for Inviting People to Review Your Business
Now you’re finally able to start inviting people to review your business! Here’s what you’re NOT going to be doing: you’re NOT going to be “pitching” people and trying to dazzle the world with your wisdom and all you know about the business ;) That approach will feed your ego but steal from your bank account! You’re going to learn a simple rule about inviting:
Rule Numero Uno: You must emotionally detach yourself from the outcome. This is extremely important.
Remember this simple analogy: be a waitress serving coffee. She goes to each person and asks if they want coffee. Some people say yes and some people say no. Does she get upset if someone says no? NO- of course not! She just goes on to the next person. And you know what… sometimes the people that originally said no, will change their minds and ask for some coffee afterall. “Be the waitress” as you ask people if they will look at something for you. If they say no, don’t worry about it! Just thank them for their time and move on to the next person. You never know when one of those people will come back to you, sometimes months later, and ask if they can look at your business after all!
NOW you’re ready to invite!
Get your Contact List and call or send a private message or email to 5-10 (no more than this) of your contact list one of these messages (depending on the situation). These are only ideas to get you started; you know these people so you'll know what to say to them :)
“I think I’ve found a way for us to really boost our cash flow. Would you look at something for me and tell me what you think?”
“When I thought of people who could make an absolute fortune with a business I’ve found, I thought of you. Would you look at something for me and tell me what you think?”
“Let me ask you a question. If there was a business you could start working part-time from your home that could replace your full-time income, would that interest you? Would you look at something for me and tell me what you think?”
“I’ve just started a new business and I’m really nervous. A friend told me the best thing I could do when starting a business is to have people I respect take a look at it and give me some guidance. Would you be willing to look at it for me and tell me what you think?”
“I’ve started a business with a product I think makes a lot of sense, but I’d like to get your input. Would you be willing to check it out and give me your opinion?”
If they’re not in your area, you could use this:
Then when they reply “yes”, send the link to this video presentation: https://youtu.be/K7_1pxyAojo
If they say no, simply thank them for their time and say something like:
“The business I’m in clearly isn’t for you, but I wanted to ask, who do you know that is ambitious, money-motivated, and would be excited about the idea of adding more cash flow to their lives?”
“Who do you know that might be looking for a strong business they could run from their home?”
They will usually respond with at least a few names you can add to your contact list. ALWAYS be adding names to your Contact List!
Keep a binder (scroll down to see how I do mine) or an excel spreadsheet of the people you've contacted with all their contact info as well as the date you first contacted them, what their response was (if any), and a reminder of when to follow up with them next and DO IT. Follow the rules below for following up with them.
If a customer orders, be sure and continue following up with them to see how they're doing and to make suggestions if something isn't working for them. Do this every couple of weeks.