“Honey” Hole Engagement
Customer Service is DEAD and if you don’t believe me just ask you current clients. Your clients definitely appreciate your “service” of their needs and concerns but if you truly polled them and asked for why they continue to do business with you, they would tell you it’s because they “trust” you or your business more than any others. The marketplace is so saturated today that it would be foolish for any business, entrepreneur, or start-up to think that consumers aren’t always “shopping”. Those businesses that are creating longevity, building loyal brand ambassadors and finding “years” of success in the marketplace have built trust with their consumers. Make no mistake that it isn’t service that built this trust, it was and is high levels of engagement that are building these powerhouse brands.
The majority of businesses and entrepreneurs step back and begin to “scrub” the marketplace for leads, prospects, and market research for ways to grow and scale their business. While this is a necessary activity in order to continue to stay competitive with an ever changing market and an increase supply of products, it’s also a common practice that demands a high level of time, energy, and effort. What happens during this process is that your current clients and customers have a tendency to get put on “auto” pilot until a concern is brought up. This is especially true for those entrepreneurs, solopreneurs, and small business owners who simply do not have the resources to stay in the same “game” with the big brand machines.
By building an engagement strategy to target your current clients and customers, you are first re-engaging your commitment/commitments you made to them when they first signed on the dotted line, and second you are identifying the need to keep their business and truly “know” just how to do that. These three tools will not only help in this strategy but will find the “honey” in your current “honey hole”.
- Making The Call: The “3 “60” follow-up”: The phone is the most productive and used tool for businesses, entrepreneurs, and people alike. When you call your clients after the sale don’t “service” them, engage them. (a) How was your experience with our company during the sales process? (b) What has been your current experience with the product that you’ve purchased? (c) How can we enhance this experience to ensure complete satisfaction? These questions are a great way to to start engaging your clients; however, it’s these questions that will start “sweetening” up the deal for them. (d) Can I follow up with you every two weeks as part of our commitment to your business and (e) can you send me an information list of all parties that should be communicated with regarding your purchase with us? Let them know immediately that these calls will be no more than 3 minutes in length and that is to ensure quality control for both parties involved.
- Sending The Email: Emails have become a common way people communicate, send information, and do business. It is also a trending use for businesses and entrepreneurs to follow-up with prospects, leads, and clients. Where this process can go wrong is by only using it as the main tool for following up or engagement. Emails should be a secondary tool in the engagement piece and only be used when the phone isn’t successful. I use the email for engagement in two specific and strategic ways. (1) To supply the client with an additional area for information and to create a tracking tool for the sending of that information and (2) Provide a follow up to the follow up call made outlining the reason for my call previously made and when I would be making another call to engage them about the product or service purchased.
- Typing the Text: This engagement tool is completely underutilized and deemed by many as an unprofessional approach; however, should be fully integrated into your engagement tool belt once you’ve established a relationship with your current clients. The average person looks at their phone 150 times per day. Imagine what the numbers are for the decision makers of your clients? Text messaging is the fastest way to garner a response with most texts being read within five seconds I use text messaging in the following ways for total engagement with clients, (a) Confirming appointments, (b) Appointment Follow-Up, (c) To ask permission to call, and (d) To send motivational and inspirational video messages as an “outside” the box concept.
Following up is vital to the success of your business and while the term “service” will still be used, its engagement that will be a game changer for you with your current client base ;and, using these three tools strategically and efficiently will be necessary for building long-term business success.
About The Author: Matt Crane is the Director for the Client Engagement and Operations Divisions for Micheal Burt Enterprises. Matt is establishing his claim as one of the most trustworthy leaders in the Client Engagement Marketplace and can be heard on Itunes, Sticher, and Podcast Republic as featured Guest on Good Coach/Bad Coach, Talent Supply, and Super Coach (https://www.greatnessnetwork.com/video/goodcoachbadcoach/a-good-coach-engages-their-audience/). Matt is a Millennial Thought Leader and is considered one of the Top Millennial Social Media Influences. He delivers daily content on Periscope, Facebook Live, and Twitter. He can be followed on social media @IamMattCrane. Contact Matt via email email@example.com or call direct 855–330–4277 ext. 103. Be sure to visit www.greatnessnetwork.com for more training and FREE coaching content.