Sales Follow up is the biggest problem most businesses face.
48% of all salespeople never follow up and 64% of companies admit they do not have any organized way to nurture a lead.
Learning follow-up methods is a game changer and a way to dominate your market.
If you follow up better than the competition, you’ll win big.
Keep in mind the average company takes almost 72-hours to follow up a lead and you can see why contacting a customer in the first 5 to 10 minutes increases your chances of closing the customer 900 times!
In consulting with one company, my firm discovered that their industry in general struggled with the practice of following up with customers. So, we looked at what their competitors would not do and found that none of them called back clients as they left the store.
This led the company to immediately initiate programs in which clients would be called back as they drove out of the parking lot.
Managers then immediately started calling clients’ cell phones as they left the company’s premises and asked them to return.
If the call went to voicemail, the manager left a message requesting the client to, “Please come back immediately. I have something you must see.” Or the manager would send a text suggesting that the company had something to show the client right away.
If there was no successful contact made, another manager repeated the callback program the same day and again the next morning.
The results were crazy.
Almost 50% of the clients returned immediately, and almost 80% of those became buyers at that time. Another 20% returned as a result of the later calls and increased the sales of that organization to new levels.
Don’t feel bad if you aren’t doing a great job of follow up. The reality is none of us were taught creative ways to follow up.
Beyond a manager just saying, “follow up” over and over—there has been very little instruction on the topic.
Some companies have surrendered to the idea that their people will not follow up and pay other companies to send cookies and mail.
I have invested the time in creative follow up ideas, calls, scripts, and strategies for sold and unsold customers and put them all on video so your sales team can know what to do and say on day one, two, three and through a full 365 days!
Follow Up on the Phone
In many ways, the follow-up call can be more challenging than the cold call, and nobody wants to do the cold call.
The follow-up call is even more challenging than contacting someone who you don’t even know.
But it’s the follow-up call that really gets a sales cycle rolling.
A number of things could be happening with why your lead loses interest:
73% in business-to-business prospects are not sales-ready, and from that 50 % are not ready to buy.
Nearly 65% of people don’t nurture leads, and for the 35% of salespeople that want to be game changers and actually are trying to nurture leads, follow-up is often more difficult than a cold call.
The client showed interest and now they don’t. How do you get them re-interested?
You have to build your credibility, show and prove your commitment to your product or service and ensure you remain at the forefront of the buyers’ perception using all three primary types of follow-up methods.
The number one preferred way to follow up is texting. It’s preferred because it’s so easy and so fast. If you’re going to have one contact, the cell phone is it.
It’s not their home phone and it’s not their e-mail. Make it a priority to ask, “what’s your cell number?” or even a better way, “where can I text this to you?”
It can be a piece of information, a photo—just ask where you could text the data to. Another move is to just ask to take a picture of them with the product and then send it.
I’ve never had a customer deny me a photo of me and them on their phone that they could text back to myself.
Try texting data during the sale. When someone is requesting data from you and you text them during the sale the chance of converting them goes up 300%.
The cell phone has proven to be the number one tool when following up a potential customer. Make it a priority— your primary focus should be on the text.
This is one of my least preferred ways of follow up but it’s still necessary. People think they follow up because they sent an email. Look, if the email didn’t get to them, you didn’t send it.
Remember that saying about when a tree falls in the forest and nobody is there—did it make a sound?
If you send an email and it goes to spam, nothing happened.
Nobody heard anything, the message wasn’t completed, there was no communication, and therefore there was no follow up. I hate emails.
You know why? Because I don’t know for sure if they got them which means I’m left in doubt.
The reason I follow up is so I can come out of doubt.
Emails are also forgotten very quickly. They get lost. Today I got maybe 60.
Who texts me? My friends do. People that are close to me.
Who emails me? Everybody.
That’s why in an email you need to embed a call to action and a phone number. That number should be your cell, not your office number. This is a huge mistake many people make.
People don’t make a call to action, the text is too long, no promises, no big claims, and there is never a cell phone. Although email is weak, it’s lazy, but you still should be doing it.
#3 Phone Calls
This is one of my most preferred ways to follow up. I go through all the same doubts that you do—am I being too persistent, will they answer, will they tell me not to call anymore, or will they deny me?
I go through all that—but at least I know I’m talking to someone.
If I talk to enough people, I’ll sell something.
Where do you call? Call cell first, then office, then home.
Who do you call? Everybody.
When I make a call, I actually make 6 or 8 phone calls. When I call a company and ask for Bob and Bob’s not there, I ask for his voicemail. I leave a message and then call the receptionist again and ask who is underneath Bob.
She says it’s Jack, then I ask for Jack and get his voicemail. “Hey, Jack I just left a voicemail with Bob and wanted to leave a voicemail with you, here is my number.”
Then I go back to the receptionist and ask for who is under Jack. Shelly is. I call her and she finally picks up. It’s the first contact of the day. You see, I don’t just leave messages, I always talk to somebody.
Remember to always have a specific reason for calling. Start with “The reason I’m calling is…”. Also, keep it tight—people don’t have all day.
Your 3-Pronged Attack
Pound the phone, use email, and text.
It’s a three-pronged attack that are the basic building blocks of follow-up.
Don’t just use one or two—use all three.