CUST O ME R RET EN T IO N REPO R T By J ay Mc Hugh
Business owners advertise to GET customers. These days it’s done either off line, on line, or both. The only reason to spend money on advertising is to attract prospects, and turn them into customers.
The big question is… What are you doing to KEEP those customers that you’ve paid good money to get? Companies focus on acquisition more than customer retention, even though it can cost up to 7x more to acquire new customer than to retain an existing one. Did you also know that in the United States the average value of a lost customer is $289.00? That’s $289.00 that you’ll have to add to your advertising budget to replace that customer!
Always remember… The customers on your list are the prospects on your competitions list! If you don’t treat them right, someone else will!
Customer Retention is About Building Trust and Relationships
It’s not just about your wonderful product or service. It’s about your customer service, staying in touch, setting yourself apart from your competition and building
RELATIONSHIPS!!!
Important Statistics for Your Business 2% of sales are made on the first call 3% of sales are made on the 2nd call 5% of sales are made on the 3rd call 10% of sales are made on the 4th call
SALES CALLS
80% of all sales are made on the 5th - 12th call
10% make more than 3 contacts 48% of all salespeople never follow up 12% make a third contact
FOLLOW UP WITH PROSPECTS 25% make a second contact
WHY CUSTOMERS LEAVE
1% die 3% move 5% go with a friend’s recommendation 9% price 14% product dissatisfaction
68% non-caring, feel unappreciated source: U.S. Small Business Administration and the U.S. Chamber of Commerce
Are YOU the cause of your customers leaving? Do YOU show appreciation?
An Opportunity for Customer Retention is Knocking Do you want more clients & referrals? Believe it or not, in addition to being a realtor, you’re in sales, because if you don’t market your services, you’re not in business. Like every other realtor in your field, you’re competing for new business, repeat business & customer loyalty. Stay in touch with your current customers and show them you value & appreciate them! They’re your best customers. After all, they chose your services once. Why wouldn’t they choose you again and refer you to their family and friends? But how can you insure that your name is in front of them after you’ve helped them buy or sell their home?
If you set yourself apart from the competition you’ll be remembered. Everyone is taught to send “Thank You” notes, but few people do…not that they don’t have good intentions, but they don’t often follow through.
Now it’s so easy… You do it from the convenience of your computer! • Over 15,000 REAL cards to choose from • Cards for REALTORS, and other professionals • Cards for every occasion • Copy your own handwriting & signature • Upload your logo or photos • Schedule when you want your cards to go out • The company prints & mails it for you • Cards cost under a dollar!
Check it out yourself & make a free card on me. look forward to helping you make your clients feel special and grow your business. After all, marketing is all about RELATIONSHIPS!
WHO SHOULD USE SEND OUT CARDS? ACCOUNTANTS ARCHITECTS ATTORNEYS AUTO REPAIR BANKS BOAT DEALERS BODY SHOPS BOUTIQUES BRIDAL SHOPS BUILDERS BUSINESS COACHES BUSINESS CONSULTANTS BUSY EXECUTIVES CAMERA STORES CAR DEALERS CATERERS CONTRACTORS ELECTRICAL FAMILIES FINANCIAL PLANNERS FLORISTS FUNERAL HOMES FURNITURE STORES HVAC INSURANCE AGENTS JEWELERS LANDSCAPERS LIMO SERVICE MOVERS MORTGAGE BROKERS REALTORS REMODELERS EMPLOYMENT AGENCY SALES ORGANIZATION MOTORCYCLE SALES MUNICIPALITIES NURSING HOMES PRESCHOOLS PRINTERS RETAIL STORES RV DEALERS TITLE AGENCIES TUX SHOPS WEDDING INDUSTRY
EVERYONE!
Relationships are the core of a successful business. Creating, and building business relationships is all about expressing individual concern and interest while forging rapport and solidifying friendship. It’s about staying connected. People respond to people who genuinely care, and we all know that people buy from people they know, trust, like and remember.
Bottom Line? Building business relationships will: • • • •
Increase repeat business Build customer loyalty Make yours the business to remember Increase referrals
• Differentiate you from your competition
How to do it? Send a paper greeting card in the mail with your personal handwritten note and signature for just about one dollar. The list of reasons to keep in touch is practically limitless. Building business relationships is all about expressing appreciation in a personal way. Cards will differentiate you – making you stand out – in any market. GENUINE APPRECIATION BEATS SELF PROMOTION EVERY TIME! Best of all, you can do it automatically.
3 Ways to Create a Card 1. Select a card from more than 15,000 cards in our library 2. Create your own card using your own photos, logos and graphics 3. Ask our resident designer and SOC distributor Stacey, to help you design a card that addresses your specific needs, and delivers a customized message creatively and effectively. Call me at 617.699.7442 to discuss ideas and pricing.
Benefits of using SendOutCards • • • • • • • • •
Send Out Cards is an internet-based system so it requires no software. There are over 15,000 cards to choose from for every occasion. You create the card, and the company will print and mail it for you. The system will copy your handwriting and signature. You can personalize your cards by uploading pictures on the front or inside. You can send 1 card or 1,000 at the same time. You can even schedule when you want your card to go out. The system will enable you to upload your whole database. With SendOutCards you can send gift cards and gifts along with your card
• Currently available in 6 languages. More to come!
The best part is the cost...The cards cost under $1.00! The WOW part...you can even make $$$ with SOC!!! Jay McHugh 617.699.7442 Jay@JayMcHugh.com