How to get you customers to want to call you back

One of the things that I been working on lately is doing some coaching and training for sales professionals and since I thought some of the lessons I’m teaching them you guys could benefit from ……

Let me ask you this what is the ONLY reason you leave a voicemail? Its to get you customers to stop what they are doing and call you back as soon as possible … It is NOT to introduce yourself, help them to remember that you are still there or give them your phone number so they can call when they get around to it.

First is the voicemail is a great sales tool which many people don’t know how to use to get the most from impact from.I’m going to show you what people do wrong, why and the simple way to design a voicemail that invokes the action that you want.  The very first mistake business owners make is that they assume that you can leave voicemails that are like you are calling a family  member and that once they hear you voice they will just call back but you customers are busy and they need a great reason to return your call. So an example of the above  would be “Hi this is ________ from _______ please give me a call when you have the chance at ___________ ” The reason this doesn’t work is there is no reason “why” they should AND your making the assumption that they know exactly who you are which they might not remember you.

You have to give a great reason to call you sometimes it can be something they really want  but even better is triggering a pain point and telling them that you can solve it. The second reason you have to meet is to create action there is no way I know beside screaming “FIRE” to invoke action is to ask a really compelling, evoking and powerful question.

So heres a general example  Hi this is Tom from ____________ and I many customers tell me they struggle with _________   I’m calling to see if looking to overcome this challenge  in the next 30 days, If so give me a call at _____________ or email me ___________. I look forward to hearing from you if this would benefit you. Now thats I a rough and straight to the point but the it gets people to call me back.

Remember this I talk about giving lots of customer value and that what you have to think about when leaving a voicemail — What is the real value the customer is going to get by calling you back? And start with that idea. If you are looking for help in this area I’d be happy to design a voicemail for you that will get a good response and I guarantee the results (contact me at tom4change@gmail.com for rate information)

Turning over the new leaf for the new year–

I’ve been noticing lately that many small business are really leaving money on the table. How much do you spend in advertising to get a customer to make a first purchase with you? So after you make that sale and what is the time frame that you reach back out to them to make sure they are happy with your product or service? 3, 5 or 7 days or do you at all ? So many business owners say they never reach out to the customer because they are afraid of uncovering a problem that a customer has but hasn’t told you about yet. Let me be the first to tell you that YOU WANT to uncover a challenge if the customer is having one. WHAT?!?! have I lost my mind. Nope. Here’s why you want to find the challenge– take a wild guess at the customer that is also MOST willing to refer you to their family and friends to the point of becoming a raving fan of your business (it’s not the one that you gave a great price to )? Yes it is the customer that had problem with your product or service and you called them PROACTIVELY because you care about their satisfaction and happiness. They are by far and away they MOST like to make multiple purchase and tell others how great you are because you stuck you head out and were looking to do what ever it took to make them happy. So start being proactive during the new year and start calling all your customers and asking them if they are happy but make the call under the premise that you forget to tell them when they were in the store or with you last that if they are happy with you that if they refer you that you’ll give them a gift certificate to _______. or the next time they make a purchase you going to give them 30% that purchase. Your going to find that nobody has a problem and that they are so glad you called to make sure they are happy just because nobody else called them to do the same thing you are. Think about it when was the last time you got a call or even a hand written thank you card? I promise that your sales will grow because people want to do businesses that care about them.

Giving meaningful gifts to your employees to show your appreciation of their hard work

I’m sure that you would agree the the two most important things in your business are your employees and customers. You know the great ones are rare and hard to find and only after you lost one do you see the impact they created to overall well being of your company. So finding ways to show them how much you value what they contribute to your success as a small business owner is of extremely high importance. If your one of my regular readers you probably have read my other post on customer value so here is the other part of the equation. If you haven’t read my primer on understanding my view points it is here.

I wanted to save this post because this is the time of year most SBO’s are looking for gift giving ideas for the most important people in their business or professional life. Finding unique and powerful way to show employee how much you value them can truly create less employee turnover and a more positive work environment than you may realize until it happens. This is truly something that giving once in the right ways can last you for the rest of the year … and next year. The power to make a difference in someones life with just a small but well thought out token is something that may last for their lifetime you never know. However it has to be WELL THOUGHT OUT _-not expensive to gain full effect. Most employers give bonuses and I say when they see the benefit to this way they wouldn’t never give a bonus again as a way to show employees you care. Why? it’s only money and it will be forgotten about two minutes after its spent so shelf life is a week max. I show you reasons/thoughts, others examples and a simple way to create your own way of starting to give thought–fully. Don’t get me wrong employees should definitely get bonuses but not a way to say thank you but rather as pay for the work they accomplished. The two should NEVER be confused with each other.

So getting back to the gifts– the personal the better shows how much you are really paying attention to them. Try your best to give memories not things. What I mean by that is anybody can get you something off a list so your goal is to be powerful and unique. You want the memory of the experience to last for the next 180 days at least. However if you do have to pick a present get them something that nobody else would think to get them. For example you notice that once every two weeks your co worker goes to the same place for lunch because they like it get them a gift certificate for two lunches at least. You save them money and they be thinking while eating those lunches.

Now for the great gifts the memories. Find favorite activities of hobbies that your employees have. Or sometimes if you find other things they are passionate about. Then give them the experience as a gift. So let me give you an example –I found out that one of my employees favorite baseball player was Tony Gwynn how ironic the same as mine. So I found out when the Padres where in Philadelphia playing the Phillies then I got us field seats. Now for the great part the surprise. When I scheduled I overstaffed he thought it was because of a big shipment coming in. When he showed up I handed him a Padres cap and said lets go needless to say he was blown away. One afternoon that YEARS later we still reminisce about.

Now he was a good employee before but afterwards if their was anything I needed he volunteered –I didn’t even have to ask. I can honestly tell you that $100 gift made and saved me a couple thousand. Now that’s not what I had in mind but after it happened I realize the magnitude of my gratitude combined with my thoughtful gift giving. When ever I do it the benefits FAR outweigh the cost. Whenever I need something my employees want to help me out because they know how much I care, how much of an impact they have and that I’m willing to sacrifice to show them that.

So the lesson is this give with your values and heart instead of just with your money and your company will grow in ways you can never imagine.

AS always if you need any ideas for your employees PLEASE email me — Tom Titlow Jr @ Tom4change@gmail.com

Why you need to look at Apple retail stores if you want to run a great(and hugely profitable)business

Here are a list of just some things that you need to incorporate into your business Right NOW. I have picked them all up from Steve Jobs design of Apple retail business but they run a better business then anybody on the planet and it’s not because they make great products(wait that’s another post). Instead they understand what all customers want more than anything. An experience that literally transcends any other business (or human) interaction you have had before. Just look at this ever growing list of things they have given society.

1. The close when the last customer(s) leave not when a clock tells them to<shows customers they are #1>

2. The don’t sell they educate <people are mature enough to know when they are ready to buy>

3. They have instore classes all the time <even though you own their product that are not satisfied until you are in using it>

4. The use the clearest and lightest colors in their store <to make it some place you want to come in for the atmosphere and show you they HAVE nothing to hide>

5. You can stay as long or as little as you want with or without an employees help<please make yourself at home and I’m ONLY here if YOU would like me to be–to make your visit more ENJOYABLE >

6. All employees are armed(literally) with a credit card device that is ready where ever you are WITHOUT HAVING TO STAND IN ANY LINE(that’s a 1st–no waiting in line imagine that one)

7. They make ALL APPLE Store grand openings the EXPERIENCE of a life time. <Just like Disney World once in your life you have to attend an Apple store grand opening —you WILL feel the same emotion that YOU are KING>

8. If you Ipod breaks under warranty they replace it <they Don’t make you suffer because their product is defective or breaks–others try and find a way to put the blame on your actions and not honor the warranty–They feel it’s more important doing whatever it takes to keep the customer happy>

9. All employees are HAPPY to be there <makes the fact that you might need help less threatening because they WANT to give you anything you desire, instead of making you feel that they are only there because it’s their job requirement(ahem WALMART excuse me).

I’ll continue this list as I think of more great ideas

NOW the busiest time of year don’t forget this

Most business pass or fail for the WHOLE year in the next few weeks. i’m sure that you’ve prepared for the busiest time of year. However I just wanted to share a big hint that business owners forget about or think they can live without(the Superman principle). SALES Support or Support in ANY busy area of your business during the holiday rush. Your goal is not only to have what your customer needs but to make your customers lives as easy as possible. Why? because everybody else is stressing them out.

Then there are your employees they matter most because if the are stressed it shows straight thru to your customers almost immediately. So the people you have that are supporting your frontline staff are extremely important to your success. The reason why is simple when things get crazy and hopefully they will they will be the silly putty that holds it all together. You have to make sure they are strong and cross trained in all area of your business customer service, sales, etc. So many times its the littlest things during those rushes that completely back things up  the last thing you want is lost sales this times of year . You never will get the chance again.

Great support will cover breaks, replish register tape, or answer phones when everybody is busy and the list goes on. They can’t truely make your break your best selling season.

How to get your best customers to shop more during the holiday season!!!

Hold a sale for a specific item at your store at a rock bottom(maybe below cost) price for one hour. Then two hours later do the same thing with a completely different item.  Call and send a postcard to all your customers two weeks in advance. Make it a party day —create positive energy(free food, balloons, pens with your name on it). You get the idea just go all out. Hold a raffle for something one another hour. The idea is to create a specific reason for customers to come in. You know that once they are in they will buy more don’t you? The hour creates URGENCY– if they want it at that price they have to come then. By the way a store full of customers creates interest among others who just want to know whats going on in there. People that never planned on coming in will stop by just to see why the heck everybody is there (it’s like the gaper delay in traffic but with much more positive results). The specific item (hopefully a Bestseller already) creates desire.

That my friends in what you need to make ANY sale EVER — DESIRE as well as URGENCY .

Do it during a slow time to pick up momentum or during a busy time to create utter chaos(just be prepared). You want to to paint the picture in the customers head when doing the phone call and postcard that if they don’t show up they will be missing out on a once in this Holiday shopping season buy of a lifetime. Tell me how it goes or write me for further implementation ideas.

Leaving the lights–ON when you are closed

Okay so may not all the lights but the one that make you money. Does your business sit in a road? Do you have a sign for your business? I know two REALLY stupid questions right. Have you ever thought about all the people that drive by when your closed? Yet a lot of businesses turn off there sign when they close at night. It maybe saving energy but at what cost is it doing so. I say get a really bright sign that grabs peoples attention at night so they are forced to say “whats that?” Best buy is so much easier to find at night than during the day did you ever notice that? It’s that bright Yellow that grabs your eye.  One of the best things I think for a business is to get a removable letter sign that has your company on top and put a random quote on the bottom(people love short GOOD quotes that are funny–they remember you). Look at your traffic patterns at night on different days to decide which times will have the most bang for your buck.

EVEN better put your website or an 800-number on your sign then track the hits. Ask EVERYBODY how they found out about you –I mean EVERYBODY –the results about how nighttime signage drawing attention may surprise you.

Are you sending the right messages with how you dress?

This is a topic that isn’t discussed enough when talking about presentation of how you come across to your customers. The first clues people notice usually in any situation is usually the physical ones.  What people notice about you pretty much tells them all they need to know before you open your mouth. Now the easy ones are proper dress, hygiene, and stance-confident or not. Then there are the less obvious ones which I want to discuss just one of today.

Color!!!!! Colors dominate our sight driven world and we make decisions so fast with colors we don’t even realize it. We all know that in today world we have thousands of more stimuli coming at as then we have the ability to focus on. So how do we deduct out what not to focus on? COLORS are first because our sight is our top sense we use.  Every company on the planet at some level uses color or lack there of to get attention from people. Now most people focus on what the most appealing colors are in any given situation–basic manipulation in customers stimuli response. We make thousands of judgements on what each color represent to make the right decisions in all parts of our lives.

However have you looked at colors close enough to see the message you are sending because they are not all created equal? Ask yourself “How do I want customers to feel in my presence ?” The reason I bring this up is I saw a major retailer make A HUGE color mistake. What is the worst color you can display if you want people to feel comfortable around you? If you guessed ALL BLACK (from head to toe) you are RIGHT. black is a great color to contrast off of with another more vibrant color but never solely by itself. When I saw this I said to myself “what are they having their own funeral ?” When you find out who they just may be. I then found out that solid BLACK is the required dress code for all employees which is not only stupid it is crazy. Here’s why the two hardest colors to notice by themselves in the color spectrum is the ones at the ended BLACK and WHITE. The are the first you use to block things out because they are what I call the NON colors. This is why USA today is a major paper you notice it first in a newspaper rack it is the only one the USES color to its advantage. But anyway their reasoning behind this was good in theory but DUMB in the real world. The company colors are RED , WHITE and BLACK and they are trying to give you a unified message. Their commercials are primarily white –Good. The store displays are RED and White–again Good. I’m being so harsh because NOBODY would ever do this–Name me one place you have shopped where the dress code is universally is all black? Nowhere right?  Nowhere except MACYS department stores. So it’ll probably be pretty hard to find an employee to help you out this holiday season because you going to have to start looking for something you normally block out

B2B Sales–build your business –getting more customers

One of the things I love in business is watch the different ways businesses grow through discovering new customers. I love business owners that like to think out of the box. See a lot of business owners think that if thy advertise in the right places or market to the right people then people will show up at their doorstep. I say “maybe” but what is your back up plan if that doesn’t happen? If you don’t have a good back up plan I’ve got a successful one I have used in all the businesses I’ve had the opportunity to be a part of.

Being in outside and retail sales for many years I learned that if my customer wasn’t standing in front of me it was my responsibility to go out and find them. So I used to ask myself a series of questions in order to find my BEST customer. Notice I didn’t say just “a customer” I wanted to find the person or company that most desired my product or service. So I would imagine somebody using my product– sounds stupid but the details of the visualization were extremely helpful. Rather than explain this let me show you how I did it.

One of the companies I worked for was Sprint. I was lucky enough to get in right when people where realizing how much having a cellphone could change their life for the better. I primary enjoyed focusing on business customers when I wasn’t busy at the store. So I asked myself the most powerful question that you can ask in sales “who would benefit most from having the ability of the features that my product offers?”

Then I just sat down and wrote out a list of who and more importantly why they would be able to use my product to better their business. If I understood and could communicate the reasons why it showed them that I had their best interests in mind. What also separated myself is that I wasn’t just a salesperson rather I was someone that was trying to help them achieve their long term goals while achieving short term savings. Then I looked at the areas that I had the greatest opportunity of positively impacting the bottom line. Why did I do this? Those where the areas which I would be able to utilize my time and get them to say yes the fastest. After that I look at the who and wheres of that industry, company of division.

Who is the best person in this segment to prove my products worth to? I never looked at normal purchasing channels which really helped my success in that I never fought through red tape. So if I knew that a sales manager could make the most money I lent him out the phones for a couple of days so he could see it himself then he sold the purchasing manager on the decision. Most others started with the purchasing manager instead of the end user.

Where is the best place to find get in touch with that person? I molded my schedule to where and when was the best time for them. This was critical for me because I into place that others couldn’t access. I was always looking for the back door if you will. So if they were on the road I met them for breakfast, or I would show up at a trade show that I found out they would be attending. Needless to say I was never that guy waiting in the office for the appointment unless I absolutely needed to be.

I have this little thing I say to myself in business to business sales “If I can find the area which I can make the most difference to any business it will help me to penetrate the whole business”

Starting a new business in a competitive industry

I had a friend walk up to me last night after I was done playing pool another passion of mine. He has seen some of the previous consulting work I had done for other small business start ups and asked me a question I get alot. So I figured I’d share this because I’m sure some of my readers may be asking the same thing.I have this idea for a business that I know other people make money at what do I do?What are you doing differently then they are to separate yourself in the potential customers mind? In other words why are people going to choose you over your competition. He then gave me a little info on what business it is  and I gave him some example that he hadn’t thought of yet. A really great question I love to ask people to help them with this concept is the oppposite minded. What need is not being met by the businesses right now that you could fill? What is it that you see other companies NOT doing that you have a passion toward?I call it looking for the gaps and if you find a gap big enough you can have a amazing business. So often though people have such enthusiam for starting the new business which I commend. They don’t stop and ask if the need is already being met. So why be one of many when you can create a new alternative? Business that ask if what can they do better than those already out their are the one with people beating a path to their door.This is a tried and true concept of the USP unique selling point. Which you find out what makes you business unique even in a crowded industry. Your businesses “voice” is what potential customers are going to use to decide if they will do business with you or not let me give you a great example of what I mean.The other day I went out to rent the movie “Wild Hogs” at Blockbuster they wanted $4.50 for a two day rental I thought that was a little crazy and didn’t know if I could watch if that night so I walked out. Before I went home I stopped at Hollywood video and they had it same price and same movie but one BIG difference to me. They had a five day rental at $4.50 BUT if I was done with it tommorow and I bought it back that would credit $1 to my account. Instead of punishing me for not watching the movie fast enough  (the late fees at blockbuster) Hollywood video would REWARD me for getting it back to them sooner BUT I the customer was in control and didn’t have too (I could keep it for 5 days it’s only a buck). So now im changing my habits because of how I felt like the getting back the rental was more important to Blockbuster than me then customers EXPERIENCE. Hollywood gets the visits first and probrably the majority of my rental income because of this shift. I made my decision because of each businesses voice and what each was saying to me.

Customer Appreciation #2-The most meaningful way to say “Thank you” to your customers

This one is really simple but still so profoundly powerful. Everybody on this planet that I have met up to this point they want to feel important and like their life while they are here has meaning. I sure as heck know I do and I have pretty good idea that you do to. So the best thing you can do for a customer might not even to be to give back to them directly. WHAT?!?! Tom you’ve lost it—I can hear you now. However hear me out you are going to be glad you did.

Let me start off this idea with an example of a great friend of mine Helen who is an animal lover or should I say activist. This woman who is in her 70′s defends the rights of animals that are being abused by their owners because they can’t defend themselves. <On a personal note–She is the reason that when I found a kitten that was left to die by her previous owners I was NOT about to let that happen and she’s healthy and on my lap as I type this>. Now this woman’s passion on the subject was simply amazing to me and helped me to open up my view of the world. She is one of those people that is so giving she would never even think of having you buy her a present.

I wanted to show her how much she meant to me (no I didn’t buy her a cat LOL) I gave a donation to the organization that helps animals in need the SPCA in her name. When she got the thank you from that she was on the verge of tears. She said “Tom that is the most thoughtful thing anybody has ever given me –THANK YOU”. I might add whenever I’m in her company and probably more when I’m not and I meet one of her friends she says this is my friend Tom Titlow and listen to what he gave me she there by launches into the story of that gift. Did I do it to draw attention? NO. Did I expect her to brag about it? NO. I was only trying to give a gift that would be meaningful to her.

However I took this idea and I applied it to my business. I did one thing that has worked like a charm to make my customers feel extremely appreciated, important and valued as human beings instead of just as my customers. This thoughtful approach has earned me many repeat sales. Do I do it for that reason? NO, but it is a nice bonus. The real reason I did it was to show how grateful I am to my customers for giving me the opportunity to serve them.

So instead of having sales I let them know up front if that I will donate any of the dollars off to what is their # 1 non profit organization. Now of course I make the donation in the customers name and nobody has ever told me no. Several have asked me if I would do the same for a second or a third sale? At this point I like to disappoint them (just for a second) and I tell them no unfortunately it is not good on the next sale……..pause, pause,pause I will be donating MORE to them with that purchase. Of course we both have a nice chuckle.

There are several times where I never mention a sale or discount and it works better. I just off- handed ask what organization means the most to them or I figure it out in conversation and I make the donation without their knowledge. Which then of course has them scratching their head asking “why did he do that if he didn’t have to?” In my mind I did have to because anything I can do to show my customers appreciation and how important they are to me is an absolute necessity whether I ever see them again or not.

Start donating on your customers behalf and watch how it impacts your business in every area.

The simple path to make EVERY marketing program successful

SBO’s often think that the primary piece that their marketing program has to accomplish is to get prospective customer(s) to become interested, educated and willing to purchase the product. Here’s a surefire way to get a customers attention faster, better and keep it longer than your competition— DO the one thing that nobody would ever expect, but don’t offend the customer. Get crazy go nuts@!@!!@@! REalize that the beSt marketing, advertising, and sales programs ever created did one thing better than the rest before getting the customer to listen to YOUR message. The get the person to S-T-O-P paying attention to whatever they are doing. It’s called pattern interupt and its is crucial because your goal is their undivided attention and the funniest most creative , and ALMOST bizaarre way you can get it the more business you’ll get and the faster you’ll close sales because you’ll be in that persons forefront when making a decision to make a purchause in your industry. The more crowded the environment the more creative you have to be. Now this doesn’t nessarily mean the loudest. Sometimes taking away and being the quietest is what gets people to pay attention.

Step#1 pull peoples attention away from where it is now.

Step#2 then immediately create the desire to want to pay attention to what you want to say next.

Step#3 after you’ve created the desire then you give your message

here’s a few hints –If you have to compete for somebodys attention you’ve already lost.

Remember first you have to sell–needing undivided attention

Then and only then you say what you trying to say keep it short, Shocking and interesting. Remember the customer doesn’t feel they need your product as much as you feel they need your product–So you win in the delivery not the message.

“If you have a great product but you haven’t go peoples attention YOU will go broke it’s just a matter of when”

however

“if you make somebody enjoy their life a little bit more(maybe making them laugh) they will remember you and will go out of the way because you created interest.”

REMEMBER THIS—-
The more enjoyable you can make their life is the short term the more success you will enjoy in the long term.

MASTERY QUESTION–
“What can I do today for my customers that they wouldn’t EXPECT but would actually ENJOY?”

Customer Appreciation –Great ways to say “thank you” for being a customer

I’ve said before that showing your customers you appreciate them is so much more powerful than saying it. the reason is simple because your backing it up with action. So I want to do a quick little post(I promise lol)on ways that have been successful. So you can get your own appreciation action plan STARTED. Remember this one thing it is not that you have the best idea or most unique but that you start IMMEDIATELY so you can start seeing the dividends. If your looking for personalized ideas email me — tom4change@gmail.com or call me 302-757-0210

• a after hours preview party for new product, a new store opening, or just a party to celebrate your gratitude toward your customers. Great example #1
• The more ways that can SHOW your customers that you truely care about them (beyond their purchases) the more appreicated the will feel which leads to the more comfortable they will feel around you in the future. When people say hi to you on the street you are succeeding they want to be around you outside of your business.
• Using customers first names in conversation after the first purchase — There is nothing that sound sweeter to anybody than the sound of their name.
• Learn the first names of your top 30 customers and use them often (for a bonus find wives and kids names also). Like next time they walk through you door or call.
• Saturn (the car company) took all of it’s owners to Great Adventure theme park for a day for $20 (I think) which included free parking, all you could eat barbecue and admission to the park. All for their 10th anniversary.
• Have a presale open an hour hourly to let invited customers only have 1st chance to purchase during a big sale.
• Have a friends and family event where either employees or your best customers get a great coupon(say 20% to 30% off any purchase) to use during a specific time period.
• Send a thank you card for every purchase somebody makes
• Tell your customers that if they have a friend that comes in to make a purchase with in 3 week s and they mention their name you’ll give then a $25 gift certificate to any restaurant they choose
• Send them a birthday card with a gift inside (a pool room I worked with has play two hours for free on your birthday )
• Send out half birthday cards( there is a resturant in my neighborhood that give you half off any meal with regular one purchased during the month halfway to your birthday —The card says Happy HALF birthday)
• Treat every single customer like it’s the first time doing business with you. Putting your best foot forward goes a long way making your customers feel worthwhile
• Go all out an do a few free home deliveries to customers that call in an order offer to bring it to them to save them the hassle of making a special trip
• Donate something in their name to those protecting us or any other charitable foundation
• Sponsor a little league team or a school that your customers kids attend

When people feel appreciated they will go out of their way to reciprocate to you by either purchasing, bringing you new customers or just giving you great ideas to make you even more successful that you already are.

I personally have turned many customers into friends from using ideas and many more like it. The key is to be completely genuine in your approach and let the interaction and the ideas do all the work for you.

What can you implement NOW to show your customers how much they mean to you?

Now to show your employees how much your value them read this.

or a small business that is using this ideas right now you can visit–Willy’s Philly’s in Maynard Ma

Believing in your Dream– the Story of the new Willy’s Philly’s in Maynard Ma

IPN#6 –How do you say the two most important words?

The more you can show your customers appreciate them the longer you’ll be in business. How do your say thank you to your customers? Do you do it in ways that will cause them to remember you the next time they need your product or service? Create unique ways of showing your customers gratitude and it will do one think for you  create unstoppable word of mouth refferrals. Give your customers positive reasons why they should be talking about you.

So often companies let the customer go after they have bought and they never show the customer they are extremely appreciative that the chose them on where to shop. A good example of this is a cellular company I worked with didn’t do anything but just say thank you to the customer. So I suggest the sales people send out thank cards (so easy but whens the last time you got one?) and we included a coupon for a free car charger or leather case(cost was next to nothing) customers returned with friends and family asking is to help them too. It gave the customer a reason to come back in the store. They also often purchased more accessories for their phone while they where there.

In what unique ways do you show your customers you really appreciate them?

The million dollar question!!! ANSWERED–What is on your customers mind?

This is that question every business owner on the planet is ALWAYS asking. It is the key that unlocks every door in business. WHAT ARE THEY THINKING? So that I can market to them, sell to them , give good customer service to them, get the to buy more and the list is just like the Energizer Bunny is just keeps going and going. It doesn’t need to be said this is the most important question in all of business if not all of life.

These are the answers you’ve been looking for. Now MOST IMPORTANTLY – To make a difference in your business there are a few even more important concepts that you need to understand and implement in order for the answers (there are quite a few as you’ll see) To really have any power. The answers essentially are useless unless you understand what caused the customer to come up with that idea, why the thought exists (it usually has NOTHING to do with you), and most of all what can I do to use any of these answers to make my business successful. Those insights are what I teach my clients to make them successful if you are interested in me helping you please email me at tom4change@gmail.com (sorry shameless plug). HERE it Goes!!!!

• why should I pay attention to you ?
• Why am I paying attention to you?
• what you said I need or I understand
• I would reeallly like it if somebody could do …..
• Why should I trust you?
• What makes you better than what i’m already using?
• Are you listening to me?
• Stop telling me your product is so great and show me?
• How can you add value to my life?
• What do I need you and your product for again?
• Show me you appreciate me as your customer
• Why should I listen to you instead of trying to find more of what was enjoying(music etc)?
• Give me a great reason stop what I’m doing to pay attention to you
• Please make a difference in my life
• Give me something that will make my life simpler, easier, and save me money
• Why would I choose you?
• I can only get …….from you

• I have never had….. before I started coming here

So that should get you started. Most of those are easy and simple and I am going to continually add to this list. I am also going to organize it to show you WHEN the customer is thinking each thought (ex during advertising, customer service , after purchase, before referring a friend–you get the ideas). Now some of the whens may absolutely surprise you cause you don’t realize the customer is thinking that thought when they do. And that alone can make a big shift in your business.