Improve Customer Retention w/ Outbound Sales
SALES. COLD CALLING.
Both of these terms can make even the most experience business owner shudder or become repulsed. Most of us regularly receive telemarketing calls to our business lines and cell phones. It no news that this can become a pain in the butt and some folks have to refrain from cursing out the would-be salesman.
With the increasing usage of technology, AI and spambots, talking to a real human being is more cherished than ever. How many times have you been put on hold talking to a customer service robot, pressing buttons, instead of being able to describe exactly why it is you are calling?
This is where outbound telephone sales come-in for small businesses. Hear me out, this isn’t pertaining to cold calling new customers. That is a legitimate strategy, but we are talking about contacted WARM LEADS and PAST CUSTOMERS.
These prospects and past customers already know you, your company, and what services/products you offer. They are likely to be far more receptive to your call if you are either checking in where they stand to your quote, if they have not yet become a customer. They are also willing to hear you out if you have previously provided good service in the past.
Think about it - let’s use an example for guys. How loyal are you to the barber shop that you frequent? Is it a matter of cost, style, or your personal relationship with your barber? You’ve likely used more than 1 barber in the past 12 months, with most of us taking price into consideration with the increasing inflation.
What if your barber personally called you ever 3 months, with a special offer that you could use? What if you got a handwritten letter from your barber every 6-12 months? You would likely be a loyal and willing customer, even if that barber was mediocre. Why? Because there was personal touch involved.
Same thing goes with your current customers. By putting in some manual effort (minimal in reality), you can develop a much stronger relationship with your customers and increase their purchasing frequency, resulting in smoother cash flows and less advertising which costs money.
Here’s a beginner’s strategy to past customers that can yield measurable results: 2 calls per year and 1 handwritten letter. That’s it. Implement some simple outbound and see your revenue rise.
Dedicated to growing your EBITDA,
Seth Williams
