B2C marketing and appointments...

Getting the first appointment

The first appointment is the most crucial. It's a compliment to you if your customer says yes to you scheduling an appointment with them. Think about it this way. If someone asked you to schedule an appointment with them so they could sell you some stuff, would you really want to schedule an "appointment" to do that? I know I sure wouldn't. So if that client says yes, they are really doing you a favor. Make sure you show your appreciation in every way you can.


The art of appointment making

Rule #1: Make sure it's a good appointment. Make sure you are prepared. Over deliver on expectations, because if it turns out to be a bad appointment, i.e., you wasted your client's time, they will never schedule another appointment with you again. They may not say that outright, but they don't need to. I am telling you for them. Great appointments get more referrals, and repeat business. But make sure they're great. With appointments, it's all or nothing. Either you make them amazing, or don't do them at all.


Remind them twice

If you have already talked to your client, and scheduled an appointment with them, you need to make sure to send them a reminder. People forget. They have a lot going on, so you need to send it to them in writing. An official reminder card with the date and time, along with a personalized note to let them know you're looking forward to seeing them. But that's not enough. You need to call to remind them again. That way they are held accountable for showing up, and you are accountable for keeping the appointment with them.



Fitting them into the mix

I've found that my busy schedule can only handle up to two high quality appointments a day. And I mean amazing customer service appointments. I don't want to give mediocre service, and I want to make sure I really pay attention to my guests. Two is the max with all the other stuff I am doing at the same time. If you're doing inside sales, you already have a lot going on.

Take time to think ahead about how busy you could possibly be, and realize that your appointment is expecting your undivided attention. I allow up to two hours for a service appointment. Some of them take even longer. One quality appointment is way better than three that were just okay. It's worth it, though, when you think ahead. If you have it planned out before that client even walks in, you've already set yourself up for a successful appointment. And remember, if that appointment is great, you're almost guaranteed more referrals...the main point of doing appointments in the first place.


Thanks for stopping by...CC

What's a resume?

Fast forward fifty years into the future, and this is what you might hear.


Blogging is the new resume

Sure, resumes are important. They're lists of our professional accomplishments and education. They're important. But are they good indicators of whether a potential employee will fit into your company's culture and values? Or if they are mentally stable? Sorry, no. But if you happen to read the blog of a potential employee, you can uncover so much about the person and their mentality. About their work ethic, and sense of responsibility. About how they get along with others. How they drive themselves. You get a look into their personality. Their likes and dislikes. Sometimes we will reveal so much more about ourselves in our writing. You really get to know the person's mind.


And that's what matters

Yes, we have to have the right skills. If we've accomplished great things, that's a big indicator of possible success in the future. If we happen to continue having the discipline we had before. We need to have a certain level of education and expertise. All of these things are important. But what's even more important is what you'll find at the very core of who a person is. Their courage. Their thought process. Their determination to succeed. And if they're honest about who they are in their writing, you'll find everything you need to know.


Thanks for stopping by...CC

There's always a reason...

Not to try.



"My resume is not good enough."


"I am not educated enough."


"I don't have enough experience."


"My (insert whatever lame excuse I can come up with here), is not enough."


"If I take online classes, there's no learning in that."


"If I go for what I want, I could get badly disappointed, even devastated."


"If  I get up and speak in front of people, they could see that I'm nervous."


I'm going to let you in on a little secret. They admire you for trying.


And when you constantly make excuses for not trying, essentially, what you're saying is, "I am not enough." You couldn't be more wrong. You have everything you need to handle whatever comes your way, otherwise it wouldn't be happening to you.


Thanks for stopping by...CC

My 10 best...

Posts, that is

Recently, my blog's been getting a lot more exposure, for which I am truly grateful. It means a lot to me that I've reached my targeted audience. That more people know who I am, are reading my posts, and showing their support.

There was a time, though, when no one knew who I was, and I started this free blog, expecting no one to read it. I just worked on it out of love for what I do, and hoped it would reach someone who could appreciate it. I put up my best work during that time when I was anonymous. Posts I'm most proud of to this day.

Every time I write a new one, it goes up in the ranks, and my best posts are becoming more and more hidden in the archives. I don't want them to become buried by new posts that aren't nearly as good. So I put together my own personal top 10 list. This is how I personally feel about my own work. Readers have ranked them, now I'm going to rank them myself. Enjoy!

 1) Client relationships are like...
 2) There is no magic formula
 3) Marginalized
 4) The not so dreaded CRM
 5) Easing the pain: CRM epic part 2
 6) Funnel Vision
 7) The key to unlocking your client's heart
 8) The purpose of blogging
 9)  Being your own leader
10) Customer service "wow" factor


Thanks for all the support from my new colleagues, who are just now getting to know me. And a special thanks to those who befriended me before anyone knew who I was. I will never forget everything you did to help me.~Cara

The one thing that's missing...

Sincerity: definition~The quality or condition of being sincere; genuineness, honesty, and freedom from duplicity.

I don't know what's been happening to me lately, but I think my b.s. meter has been on high alert. I just have no tolerance for it. It's just one of those things you can sense, without anyone telling you. They don't have to say they're phonies, you can just see it. And I HATE that! I am not usually an open-hearted person, but I think people can tell I'm genuine. I think they can tell I care about them. And I can't stand when someone pretends to care, but they really don't. Why bother? Everyone can see you're a fake when your sales pitch is so rehearsed that you don't even make room for actual conversation. When you have a plastered on smile, you don't think anyone notices? They do.

I am not trying to be difficult here, no way. Some of this might even be directed at myself. I am one of my worst critics, and I can be merciless toward myself. So please don't think I'm just calling anyone out without being able to see my own flaws. They are blaring for the world to see, trust me. But I'm okay with that. Flaws can actually make a person more likable. I have so much more respect for someone who has to courage to be human, and to see themselves as they are. Not to sugar coat things. To be genuine and vulnerable. To me, that takes the most courage. To be someone who people can approach, to really let them know you, knowing you could get just as easily hurt as you are praised. That's the only way I know how to be.

Okay, I'll get off my soap box now. It's just that I've realized something lately. I've noticed a difference in my own results, after making a few changes. I decided I'm not going to be so obsessive about numbers being met, and that I'm going to measure my success by how many clients I make happy today. That's all. And I've figured out how I'll do it. By treating them like friends and family. By trying to see things as they would, and by making it a point to care. Not that I haven't already been doing that. I have. But the results will show with the amount of care that I give them. They will automatically want to buy more. So I don't need to worry about it. No amount of education or experience can teach you how to have empathy, and to be real. That has to come from the heart of you.


Thanks for stopping by...CC

Of course we know each other. We run in the same circle...

So many times, I've been asked if I know someone. "Do you know so and so? He's in sales, too!" Okay, no, I haven't met that guy. Or gal. "Oh, but I thought you all knew each other." Well, that got me thinking. I realized that we all sort of do know each other. Salespeople, that is...

Maybe we have a certain look that helps us identify each other. For instance, I went to our biggest competitor to compare how our store stacked up against theirs. To see if my department, in particular, compared with theirs. Theirs didn't even come close to ours, but there was one thing that stood out. The level of customer service I was given by the girls that worked there. They were really nice to me, and it was like they recognized me from somewhere. One of the girls said, "Oh, you must be new. Where are they putting you?" She was nice and friendly, as were the other girls. This was at Macy's, by the way. And I said, "Oh, no. I'm just shopping." And I told them where I worked. But it was funny to see that they recognized me. They just knew.

If there's anyone who can understand what we do, it would be another one of us. That's just a given. If there's anyone who understands what makes me tick professionally, it would probably be another salesperson or manager. There may be other people in the world who get it. Partially. They may understand our motivation behind what we do, but it may not be their calling. They may understand business, but don't find it interesting. It's not their calling, so they don't really know us. They won't understand. When I talk to other sales and business people who truly love their jobs, I feel like we know each other. We get it. There's nothing we enjoy more than talking about metrics over coffees, analyzing where the numbers have jumped and fallen, and in coming up with strategies for future success. We find joy in discussing things like business acumen, sales processes, functions, features, and getting clients to feel that passion for what we're selling.

It's like being a tourist in a foreign country, and running into a person who speaks your native language. You just have to stand and talk to them, because you know they understand you. And that's why we need to stick together. Because we have the passion that those outside of the sales world don't have. We get it. And without saying a word, we feel a part of something. Like an extended family. And I know you get it. After all, we run in the same circle!



Thanks for stopping by...CC

Article Sharing Sunday (e-mail marketing tips)

Shared from Article Dashboard...
http://tiny.cc/y946cw

Navigating the dead zone...

I decided to do an experiment, simply out of curiosity. I thought that it might be interesting to see how sending notes to clients who hadn't been in for a while could change business. Would it really make a difference? So, I tracked thirty targeted client's purchases for a quarter. I just happened to send reminder cards to these clients, after their accounts had been dormant. I didn't call them. I just sent each person a card, to remind them we wanted to see them again. It was interesting to see what happened. Keep in mind that these customer's accounts were inactive, and at all zeroes for over a year. Out of the thirty, eight customers came in and made purchases. Here are the results:

Customer #1 made a purchase in my department: $236
Customer #2 made a purchase in my department: $132
Customer #3 made a purchase in my department: $105
Customer #4 made a purchase in my department: $084
Customer #5 made a purchase in my department: $070
Customer #6 made a purchase in my department: $052
Customer #7 made a purchase in my department: $042
Customer #8 made a purchase in my department: $025
 Total dollars purchased in my department were....$746

But that's not all. Those customers made purchases in other departments, and a couple came back multiple times, making purchases throughout the store. Here are the rest of their purchases for the quarter...

Customer #1: $0000
Customer #2: $1511.00
Customer #3: $0203.04
Customer #4: $0201.11
Customer #5: $0020.85
Customer #6: $0252.25
Customer #7: $0000
Customer #8: $0478.64

Quarterly sales results for these eight customers altogether: $3412.89. (Keep in mind these numbers translate much higher for B2B.)

The results are very clear. They had no activity on their accounts for over a year, but after sending cards, they came in and made multiple purchases. Simply because someone let them know they were missed. I let them know that myself, and my team wanted to see them again. I told them about our store promotions in my department, as well as other departments. And they came back. It made me think of what could be possible, after making such a minimal effort, and getting those kind of results. What if I did more? What would happen? What if we all did more to invest in relationships with our clients?



Fact: It is seven times more expensive to gain a new client, than to work to keep your existing clients happy.



What does this mean for our businesses?

When I have associates ask me if it's worth it to send thank yous, reminders, and call customers, I just laugh inside. Of course it's worth it! The results are conclusive every time. Not only in dollars, but in customer relationships. Relationships that are going to carry your company during hard times. Lifetime customer satisfaction is more than worth that little bit of effort you put in.                                                              


Is there really such a thing as "dead"?

Just like our relationships with our friends and family are ongoing, so are our relationships with our clients. In our relationships, our careers, and anything we do, consistency is the key to seeing results. If you consistently make an effort to keep clients happy, those relationships will never die. You'll keep them alive, and full of vitality. That person will look forward to the times when they will see you, because they know you care about them. The only way the relationship could die is if you neglect it.


Love them, and they will love you

In the end, I realized something. Reaching out to a person is always better than not making an effort. Clients appreciate even the smallest gestures. So reach. And keep reaching. Even if it's been a while. You just might find that they'll reach back, and you'll gain repeat business.


"A flower fades, and drops to the ground. Its seeds scatter over the dry earth. After the rain, new life springs forth from that which has died."



Thanks for stopping by...CC

Article Sharing Sunday...

Why did your customers really buy from you?
Eggs, bacon, and customer buying motives..
http://tiny.cc/4patcw

Some of the greatest career moves...

Aren't planned at all. They evolve naturally over time.You might think you've got it all planned out, and you know what will happen. The truth is that you don't know what will happen, and neither do I. But I've learned to embrace it. To accept that I am not really in control of my destiny. That it's already planned out for me by someone who knows way better than I do.

Some of the greatest career moves started off as accidental job choices. Taking a position in sales to get me through a gap in employment led to the greatest business opportunity I've had so far. And I didn't plan it. It's helped me discover my interests, and taught me about real world business. Going down that road has led to other side streets, where I could use talents that I have that are connected to my interest in business. And I didn't plan that, either. Writing about sales was something I didn't start off saying I would do. I wanted to be a fiction writer. It turns out, though, that my best writing has been the work I've done in sharing my own experiences with others.

So, what about you? Are you embracing your unique path? Where do you think it will lead you next?


Thanks for stopping by...CC

Compassionate detachment...

Appreciating beauty from a distance
(An article I thought you might enjoy)
http://tiny.cc/rlqubw

What I know about cold calling...

I have to admit, on my list of favorite things, cold calling would not be at the top. I am by no means a cold calling queen or guru. However, I make business calls all the time. I am also in charge of cold calling clients to invite them back or tell them about our promotions. Some of these clients are people I have never spoken to, or who haven't been in for quite a while. In other words, they have gone cold. So, I decided to write a post to help those who have a hard time with it, because I've been there. And I've found that it gets much easier with practice, and by following a few simple guidelines...

Tip #1
Preparation

In order to be successful at any type of presentation, you have to prepare. And cold calling is a type of presentation. Just look at it that way. You're doing an introduction at an attempt to establish future business. Prospects don't have time to talk to someone who doesn't have anything to say. They want you to get to the point of what you are looking to achieve for their business. And yes, this puts pressure on you. However, it's part of the process. You're building a relationship with someone who doesn't know you yet, and you have to know what you're talking about, and show that you genuinely want to help them.

Tip#2
Keep it brief

People are busy, and their lives are stressful. They'll usually have a limited amount of time to talk to you. Around five minutes, tops, unless they indicate otherwise. So fit your introduction and key points into your call in that amount of time. Don't be afraid to ask questions about what their needs are, or details of their business operations. And ask from a point of understanding and genuine caring. Be patient and kind. If the prospect wants to keep talking to you, they will. And that's usually a good sign.

Tip #3
Keep it simple and friendly

Unless you're in a board meeting, or talking to a prospect with a business degree, you want to keep your conversation in the simplest terms possible. Explain what you're offering them on a level that anyone who might be listening can understand. Prospects/clients have a tendency not to admit when they don't understand something, so if you go over their head, you could lose them before you start. As I said before, be patient and kind. Be energetic and passionate about what you're offering them. And expect a positive outcome.


Tip #4
Create value

Creating value is all about researching what your particular prospect/client's needs are. In this "getting to know you" stage, think of it as a perfect opportunity to ask questions that indicate your willingness to help your prospect. You need to make your call all about them, and what is best for them. And genuinely care about providing them with the best value for their dollar. Providing helpful tips to your prospect can only build trust and respect, and make them want to do business with you. In other words, genuinely act in a way that is helpful to them. In other words, don't be annoying. Every call you make should add value to their lives, and their business. If you don't think your call could possibly add value, then wait until another time when you have something better to offer them.

Tip #5
Make the call

This seems to be the toughest part for a lot of people. We dread things that we don't practice doing out of fear. Fear of what that person might say to us, or how they might react. Ninety-nine times out of a hundred, that fear is irrational. Yes, there are people who will not want to hear from you. It's happened to me, and it's happened to all of us. But you shouldn't let that stop you from making the next call. Maybe someone was rude when you called them. I've had a client get so upset that I sent her a thank you card, that she complained to my company! If you can believe that. There will always be people who don't appreciate your sincere gestures to reach out to them, which is their loss. Just move on to the next one, and make sure to send Christmas cards to the rude ones. Just kidding.

Thanks for stopping by...CC