If it was easy...
There's a saying that goes: "If it was easy everyone would do it!"
However, I disagree.
Because when it comes to following up leads, it is easy. However, fewer than 20% of salespeople do it. The converse of that equation means that 80% of leads are not followed-up – a staggering figure that many business owners disagree with me on. I mean they’re spending good money to get leads and hire great sales people. How could 80% of leads be getting ignored?
So, I pick up the phone and dial someone on their current customer list. On behalf of the company, I thank them for their business and ask for a referral. I usually reach one live person per every six calls. Then I ask the owner whether I should follow-up or let his team do it. Of course, the owner says his team will do it – that’s why he pays them, right?
I follow-up with his team the next week. Eight out of ten calls never resulted in a conversation (80% ring a bell?) Why not? Here is the excuse list:
- ‘I left a voicemail.’
- ‘The prospect wasn't in.’
- ‘They are not interested.’
- ‘I didn't want to sound pushy.’
Do these excuses sound familiar? Remember that with website leads you only have 6 minutes to respond with a follow-up phone call or the prospect moves on to the next vendor.
And here’s the number one complaint of people looking to do business with you (or anyone): ‘They didn’t follow-up when I called!’
The remedy is easy, but again not every business will implement it:
Make sure you have a real, live person answering the phone. Train them to ask for name (first and last), phone number, how they heard about you, and why they are calling requesting you. Follow up the same day. Build a system around this.
By the way, in terms of asking for a referral from current clients here is the script:
“Thank you for your business. Can I ask what you like best about working with us? Can you think of anything we can do better? OH, BY THE WAY, WHO DO YOU KNOW THAT WE SHOULD KNOW?”
Call 3 current customers every day. Use that script. Own that script. And of equal importance: follow up on the leads.
It’s a way to make sure you’re ahead of the competition.