Happy New Year!

Happy New Year!

This year save your customers from tears and give them something they’d actually like to have (your attention).

I’ve been thinking a lot about everything that I’d like to achieve in 2015 ~ it’s a long list. At the very top of it there’s one sentence “Do great work”. I’d like to think most people try to do great work. We’re all looking for ways to improve what we do, and make sure that whoever we’re doing it for walks away happy. Hopefully it’s why you’re reading this, you’re looking for something that will help you to grow & improve.

I’ve found that it’s the simplest thing that makes an experience great. It’s when a team I’m working with puts me (the customer) first. They actually pay attention to my needs & interests, and aren’t just there to finish reading a script.

It’s why I was so impressed by a Chinese RFID vendor that I’ve never met before. After sending my email, I got an  email response five minutes later, followed by a phone call as soon as I replied. The speed of the response was impressive, but the phone call caught me by surprise. I was buying a single $15 product. The rep that called just wanted to make sure I’d got the right model, she asked what I was trying to achieve, pointed out the limitations of the various models and then hung-up after making sure I didn’t have any more questions.

To me that’s impressive sales dedication to (what’s probably) your lowest value prospect. I don’t think you can buy that sort of branding with any amount of ad spend.

So for me, to achieve my 2015 goal, I’ll be putting my customers first.

Best of luck for 2015,


race car response time

Lead response time: when speed matters

I’ve written a few posts before about the desperate need for companies to treat their basic inbound leads more seriously. It’s the small things that are really essential (like good manners), everything from publishing your contact details online, answering the phone when called, responding to emails in a timely manner, down to actually taking the time to respond with relevant information.

So it was heartening to read an article on Forbes highlighting exactly the same thing. They used mystery shopping to test more than 10,000 sales, and then studied uptake and actual sales conversion. The conclusion was simple, the faster you respond the more likely you are to close the sale. (Everything being equal)

Customers appreciate a fast response time. It gives them confidence that you value their business, and that this is how you’re going to be taking care of them when they start working with you.

Even if you don’t have some form of lead management system, respond to your email (inquiries) as quickly as you can, otherwise you’re probably missing out on a good chunk of business.