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 for rate information)


Turning over the new leaf for the new year–

31 12 2009

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

14 12 2007

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 @

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

8 12 2007

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

29 11 2007

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!!!

18 11 2007

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

16 11 2007

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.