How to get you customers to want to call you back

18 06 2010

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)

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13 Great reasons why Apple WILL be announcing the Verizon Iphone on Friday

15 06 2010

What this company is doing to every industry is phenomenal and you will never see something this amazing again. I will be the happiest person on Friday because I will finally know when I getting my Verizon Iphone  after 3 VERY long years.  Why am I so sure? Apple history will teach you that at least since 2000 this company follows an really solid pattern and we are about be amazed again.

1. Apple has NEVER and will never hold a press conference to fix something they hold press conferences to astound your life. Apple is not Lebron James, Toyota or BP has everybody completely forgotten that when they invite the press it is to somehow figure out to positively alter the quality of your life when it comes to computers. Steve Jobs would never hold a press conference to fix issues there is no value there. So stop assuming this event is for an Antennea or any other issue. Apple have not stated what this is about at all which is really neat to me.

2. When have Apple given literally one day to announce and hold a press conference? I don’t think ever. They love the hype of people trying to guess at what they are going to do so this is against their character to hold it so fast and on a Friday not Tuesday (but thats further down the list) They doing it fast so there is no time for things to slip out.

3. There was a email sent to stores saying “its coming” and  “its going to be really big” and I think that email and this event are definitely connected and they didn’t have time to send out paper invites so that to me is the teaser. “Its” has only been the number one request all employees have  been getting at the store whicj is Verizon Iphone and “Really big” is giving 96 million or more  people access to your best selling product. I used to work in retail and we used the terms to describe Xmas “Really busy”or  “Really Big” means all vacation time is blacked out and there is lots of OT to be had. So it could mean all employees need to prepare for the massive influx of business. Estimates are over 3 million in a weekend which it double what brought all ATT and Apple servers to a halt a few weeks ago for preorders on the Iphone 4.

4. That email part two– Do you realize that the Apple stores have never been given a heads up before an event? I know these might not be connected but just stay with me on this one. Why? They don’t want anybody to say something to soon. Some retail employee announcing before Steve Jobs would definitely kill all the clout they have but they need to give them a warning without telling them the what and that has to be why the email showed up. Again they know that email would be scrutinized but they can’t pull this off without major support from the stores. My guess they will offer it through their own retail first this time (remember the fiasco of ATT’s approval process with the first Iphone) this is if he announces and releases immediately which is  a long shot

5. Do you realize that if you go back just two years in Apple history and overlapped the announcements with 2008 and 2010 the timeframes are almost identical.

6. There have been ONLY two announcements in July (not June) in recent Apple history this is the 2nd.  What was the first? July 11 2008 –the App store you know that little thing that has over 1 Billion transactions in just 2 years was the first.

7.Why is this so Fast? PART 2 because verizon Management is under a gag order from Steve Jobs and they are not about to make the same mistake twice so they can’t tell their employees until Steve’s announcement. Remember the less people that know the better

8. How did Steve get these agreement(s) in place without anybody figuring it out? He used the Ipad and meetings with media companies mixed with telecom too. Remember how it was rumored that they were meeting with Verizon  and Sprint for the Ipad but then they announced ATT to everybody’s dismay and anger? That was the plan all along.

9 Why the heck did they chose Friday and not the normal Tuesday? Instant Gratification, speed and sales.  What if they did a announcement with an available immediately people would be standing in line immediately. I will. Weekend are the best time to release the product people shop most. Again they have to do this fast before somebody like me pieces the whole thing together

10 How they will use Friday to get Tuesday? Again go back 2 years July 2008 and Steve used the Earnings release as a way to highlight the brand new  revolutionary app store 10 million apps downloaded in 4 days and 1 million 3g Iphones sold  first weekend Believe you me when I say if Apple can do something to announce a brand new product or category for tuesdays call he will even though its not in the previous quarter but in the current one

11. Breaking the exclusivity –How did both sides break up and nobody heard about it ? Steve traded the Ipad exclusivity for time. The Ipad was never a part of the original agreement  and Steve gave it to ATT not because of the rates but 3 reasons–1 He gave them  IPAD first  them in exchange to amend the original agreement without penalty by say I’ll give you this for income if we agree to shorten the term    2 Always test a new product on what you know if has issues there are less variables 3 It works in Apple’s favor to have one way to get a new release and not 4 networks that way he builds desire among those who won’t or can’t get it. He probably tier the IPAD 3 g and WIFI for two dates not for manufacturing as much as being able to separate profitability for each company easier. Why was it in the middle of two huge releases? Does you “exclusive partner” change their DATA rates drastically for the Ipad and iphone and in the same week raise their early termination fee. It’s little like they took those intial Ipad customers and screwed everybody after them  over. You can ague the Iphone 4 release was the reason why but losing exclusivity has a much bigger impact on your bottom line (ask Sprint and Samsung)

12 Why would ATT give up the exclusivity before the term is up? They can’t handle the bandwidth, Steve already insured existing customers don’t run for the exits by getting probrably over 2 million of them back to ATT for the next two years by announce Iphone 4 on the existing network before opening it up to other vendors(Apple needs this as well cause it reduces Churn)

13 Steve loves being able to shock people into what they LEAST expect or don’t expect at all. That radically grow the companies market share Examples moving to Intel chips, the iphone announcement, the app store and developer models, I ad and finally the Non ATT Iphone. Rememer when everybody expected the original iphone to be 3 different devices NOBODY thought it would be one and Now everybodys expecting a minor hardware fix and they are going to get a MAJOR dose of Freedom.

PS Don’t worry he will fix the antenna issue but will be small time compared to what he has in store