When it comes to the “follow-up” after you’ve gotten your customer, there’s a lot of this you can automate, of course. Autoresponders, for example, are a great way to follow-up with customers instantaneously in many instances. However, they’re not good for everything, and this is where being able to “man the phones” is going to benefit your business greatly.
If someone joins your list and takes you up on an initial offer, it may be, certainly, that sending an email to thank them for their purchase or canned “welcome to the list” message is enough. However, some people may need more than that, and in that case, a real call from a live person, done person-to-person over the phone, speaks to the personal touch that will set you apart from your competitors. And, of course, it will also answer customers’ questions in the way a “frequently asked questions” section simply can’t.
With a live call, this is suddenly taken care of. Customers can ask anything they want to and get an answer. And with this “instant gratification” world we live in, the live call fits right in. Go ahead and do some, and get to know your customers.
The thing is, we’ve begun to ignore the phone as a communications technique, what with the easy availability and convenience of email. However, it can be very powerful indeed. Imagine being a new subscriber and getting a call from the person you’ve just subscribed with. Wouldn’t you be impressed? Oftentimes, too, subscribers like the immediacy of phone calls versus the “wait-and-see” climate an email communications technique can set up.
If the thought of live calling simply seems too inconvenient or too time-consuming, try live chat. This operates on the same premise as the phone call, with the same one-on-one interaction. And, it will benefit you as a business owner because customers know they can trust you and reach you.
With live customer service either via chat or phone, you’re telling your customers that you care and that you want them to be satisfied. Being available to talk live (even through live chat) is going to make you stand apart from your competition in ways that are immeasurable. It also shows that you’re confident enough in both your business and your product that you can speak to customers anytime about their concerns. That’s very powerful, as you can see.
So after that customer joins your list, have someone waiting to give them a call within five or ten minutes. Don’t announce it to them; just call them and do the “welcome to XYZ Company and how can we be of service to you” type of thing. Your customer will be so amazed that there are real people at the other end that they will probably re-visit your site within 12 hours. Even better yet, they will tell other people about it and they will visit, probably join and start buying.
You can get all of these benefits from just one small five-minute phone call or chat on the Internet.
One great thing about these phone calls is that you can get information from customers that you may not get otherwise. You can ask them during the course of the conversation, for example, about hobbies or other interests. You may find out that they would be interested in other products you have, or that hobbies they pursue our something you can help them with.
Just talk to them and see what shakes out. The point is to use that phone call for follow up as well as data mining.
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