You’ve built strong relationships with potential leads due to your incredible calling skills (or networking abilities), of course you want to try to turn those leads into customers.
Guess what? You do that by following up!
After the initial meeting, 80% of sales require at least 5 follow-up calls, says Marketing Donut (Donuts? Okay, now I’m hungry!)
However, the Donut also mentions that only 56% of Sales Reps follow-up after the initial attempt of communication.
This number is outrageous; so let’s do something about it!
Take some time and figure out a follow-up strategy that works best for you.
To give you an idea of some different strategies for follow-up processes, I spoke to a few people around Skrumble HQ that are often connecting with our people. These are their strategies:
“Getting someone on the phone is best, but I don’t like to leave voicemails. I want the ball to be in my court and get them on the phone to really hear what they are saying.” – Howie
A lot of the people Howie connects with are inundated with emails about work and other people trying to make sales. To stand out and actually get to know the customers wants and needs, Howie likes his communication with customers to be more personable, and he has found success by making that happen on the phone. Using the phone is a great way to make an immediate connection with leads and customers, but you have to make the conversation worthwhile. (This is where my tips on how to make efficient phone calls comes in handy.)
“I prefer catching up via email or chat so that there is a paper trail and I find it easier to express value. I can provide documents, share links, or send pictures to help personalize the message.” – Qasim
For Qasim, sending a message has more value for the customer because he is able to enrich his communications with a more interactive component. Sharing pictures, videos, or links to help answer questions or further company knowledge can truly relate your value for transparency and this can be viewed as being a much more honest approach.
The Double Follow-Up
“I like to start my follow-up with an email and then follow that with a call. It helps me to set a pace for my relationship with that person and gives me time to get to know the specific customer and their needs.” – Jonathan
To help build lasting relationships with people who want to be involved in the success of the business, Jonathan is constantly reaching out to new people and following up with contacts. He prefers to send a quick note and then call to confirm they have seen the email and then answer any questions instantly over the phone. This allows him to lay a foundation for his communications with those people, and indicates to leads how persistent he is to engage with them as customers.
The Social Butterfly
“People are actively using social media to help conduct their business operations these days, so I like to use Twitter and LinkedIn, as well as email, to help me reach out and connect. It allows me a more real-time interaction without disrupting someone’s work flow.” – Rachel
Because she is constantly connecting with customers, Rachel aims to relate her communications with ways customers are already interacting about their business needs. By using tools like Twitter and LinkedIn, Rachel is able to gain current customer perspectives while also reaching out to prospective leads who are experiencing issues with the services they are currently using.
Each of these methods of follow-up is tailored by each person based on the relationships they are seeking to build with customers.
To discover what follow-up methods work best for you, ask yourself questions like these:
What’s the end game?
What does the best case scenario look like?
Who is your customer?
What is the problem the customer is experiencing that you are looking to solve?
Think about how you can make that happen and work back from there.