One of the biggest secrets to being successful is simply following up.
That's right. Just getting back in touch with someone after an initial meeting, conversation, or consultation. Yet the idea scares the crap out of a lot of people including the person in the letter below.
Check out a recent client's email, and read my response to see if it can help you with your own follow-up issues.
Dear Felicia -
My employer just gave me a list of past clients who haven't been in for facials in a while. I am supposed to be calling them to invite them back at a reduced rate, but I am having a hard time doing that. I get so nervous talking on the phone that I get tongue-tied or talk too fast and have no confidence at all.
Any suggestions on getting my calls made with more confidence and better results?
Dear Jane -
Why not write down a script or checklist of what you plan to say? Then practice your dialogue before the call. When you finally get up the nerve to call the first person, take a deep breath, relax, and remind yourself that your main intention is to let clients know that you miss and care about them. Part of that is sharing an offer that will help them save money to take care of themselves.
Here's a quick example of what I might say:
Hi _______________. It's Jennifer from Spa Di Da. It's been a while since you were last in and we miss seeing you here. How've you been?
I'd like to give you a special offer to come in this week/month for another facial. The welcome back offer is your choice of a Deluxe facial for the price of a Standard Facial session OR 15% off any service. Which would you prefer?
In addition to what I suggested to Jane, I'd also suggest having a list of times ready that would appeal to those you call based on past visits and your availability. Put a friendly tone in your voice and smile while you are talking. And...remind yourself that even if they don't book, you are in no worse shape business-wise than you were before you made the call.
But if you don't follow up with those who have expressed an interest in working with you - past, present, or future - they may never call (again) on their own. And that's a sure way to fail in any business.
What tools do you use to make follow-up easy? Share them in the comments so we can help each other succeed:-)