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.
You do that by following up!
After the initial meeting, 80% of sales require at least 5 follow-up calls, says Marketing Donut (Donuts? Now, I’m hungry!)
However, the Donut also mentions that only 56% of sales reps follow-up after an initial attempt of communicating with people.
Isn’t that crazy? Let’s do something to change this number!
To give you an idea of some different strategies for follow-up processes, I spoke to a few people around the Skrumble headquarters whom 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 have to say.” – 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 his customers wants and needs, Howie likes his communication with customers to be more personable. He has found the most success by making those conversations happen over 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 our tips on how to make good calls comes in handy.)
“I prefer catching up via message 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 helps to humanize the communication and personalize the interaction. Answer questions or further company knowledge and truly show the value of a more honest, transparent approach.
The Double Follow-Up
“I like to start my follow-up with a message 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, Facebook, and LinkedIn 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, Facebook 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:
Who is your customer?
What’s the end game?
What does the best case scenario look like?
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.
For more information on Skrumble, visit our website and sign up for a 14-day trial.
Hi everyone! I’m Shelby.
I got pulled into the tech scene to write content for this really cool startup, Skrumble. If I’m not typing here, you can find me refilling my coffee mug.