Archive for March, 2010

How to start an avalanche of referrals

There is no better new customer than a referral from a happy customer.

But most businesses don’t have a plan in place to generate referrals. They simply take them as they come without giving much thought to how they might be able to create a steady stream of referral business.

Before you can do that however, it’s important to understand the following referral truth.

Satisfied customers do not send referrals in droves. The referral avalanche comes from clients and customers who are enthusiastic, inspired and awed from their experience with you.

Bottom line: Being good ain’t good enough if you want tons of referrals. If you continue to simply meet your customer’s expectations, your referral rate won’t change.

So what can you do to have your customer rave about you?

Consider what one dentist did. He provides dental care to children. After attending a seminar on creative thinking, he identified a number of things he could do to tailor his practice to the needs of his patients.

Here are some of the things he did:

*He redesigned his office to provide maximum comfort to his target market. He lowered the reception staff into a pit behind the counter so they were at eye level with the patients.

*He hung giant photographs of each dentist and dental assistant along with descriptions of each person’s hobbies and interests, so new patients could pick their dentists and assistants based on having something in common.

*He gave away free bicycles! Every patient got a “homecare follow-through Report Card” for his or her parents to fill out. If the Report Card came back to the dentist with all As, the child got the bicycle. (Imagine – there’s little Johnny riding around the neighborhood on his new bike and people ask him who got it for him and he answers, “My dentist.”)

*He called each new patient at home the evening after treatment to see how the patient was feeling.”

*He called each parent the day after the the child’s treatment.

*Each new patient left the office the first time with an autographed “8 x 10″ glossy of his dentist and dental assistant.

The result of his creative thinking?

He multiplied his practice by ten in just one year without any  increase in his advertising budget.

 

Gerry Black is a marketing writer based in Toronto, Canada who works with clients in the U.S. and Canada.

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Are you caught in the “IN” trap?

“I’m caught in a trap…I can’t walk out…”

When Mark James aka Francis Zambon wrote those lyrics in 1968 as part of Suspicious Minds, I doubt he had us in mind. I’m sure Elvis didn’t.

But those words ring true for many business owners struggling today trying to maintain margins. 

They are mired working IN their business leaving little time to work ON their business.

But are they really trapped?

Or are they just more comfortable with the devil they know (12 hour days) than the devil they don’t (finding more efficient ways to generate profits and freeing them up to do other things)?

Let’s face it…learning new things takes us out of our comfort zone. But in order to maintain our success in today’s noisy and crowded marketplace – complete with economic downturns and new competitors springing up all over the place – we need to keep up with times.

And that means a willingness to venture into the unknown.

Otherwise, we`ll be left behind. Maybe not today. But eventually. The days of reaction are over. As business owners, we need to be out in front if we want to making sure our businesses continue to thrive.

Especially when it comes to marketing.

For many business owners, marketing is a mysterious, money and time sucking black hole that is to be avoided at every opportunity.

Why? Because for some, the few, unconnected marketing tactics they’ve used have produced little in the way of profitable results. 

And that’s the problem. Marketing is not series of one-shot deals. It should be an organized system that constantly being monitored for effectiveness.

At the end of the day, as a business owner, you are really in the marketing business – not the business of delivering the product or service that delivers benfits to your clients and customers.

Perhaps  you`ve never thought of it that way.

Although the reasons for making marketing a priority are many, here’s one that supercedes all the others.

Without a focused effort on creating a marketing system now – many business owners won`t be working one-hour days – forget 12 – as they find themselves losing ground to competitors who embrace the need for a marketing system

These savvy marketers understand the importance of implementing strategies and processes that automate their marketing efforts and equip them with the modern marketing weapons they they need to attract the attention of prospects, keep them “warm” until they’re ready to buy.

Many business owners are leaving tons of money on the table by not addressing three common marketing leverage points:

  • They are trying to one-step prospects into buying. This is probably responsible for more lost selling opportunities than any other marketing mistake.
  • They lack an automated, easy-to-implement and manage follow up system. The fortune is in the follow-up. Very few people buy friom us the first time they come across our offering. It’s the back end where the profit lies.
  • They have no organized system in place for upselling or cross selling. This is a win-win situation and yet very few business owners do it. Clients who have already indicated they WANT the value the business owner can offer want to know more ways they can  benefit. It’s up to us to tell them.

And a marketing system isn`t simply for attracting new clients. You can use it to inform, educate and manage your current stable of clients and customers thereby reducing the time you spend on the phone or writing emails.   

If you`re tired of hacking your way through the marketplace jungle with a dull butter knife, try implementing some simple, inexpensive systems that will address the three leverage points above.

You`ll probably be able to cut your 12-hour day in half – and have plenty more profit to show for your efforts.

Gerry Black is a marketing writer based in Toronto, Canada who works with clients in the U.S. and Canada.

 

 

Categories : Marketing
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