Wonder Why No One Returns Your Phone Calls?

woman-thoughtful-tnThis is frustrating.

The client is already doing business with you. You feel you have a good relationship . . .

. . . yet your voicemail messages go unanswered. You do not get return calls.

Is that rude – or just the way business has changed in this fast-moving technological landscape?

My clients tell me they often get an email in response to their voice mail message.

But why not a return call?

Could be one of four reasons:

1.) The client is crazy busy with numerous projects.
or
2.) They are afraid a phone call will take up too much of their precious time.
or
3.) Your voice mail message is not giving the client an important enough reason to return your call.
or
4.) They feel email is more convenient that returning a phone call.

Three tips to get your calls returned:

  • Know what you want as a result of your voicemail message, in addition to a return phone call.
  • Organize your message so that you state the most important and attention-getting information first, since you may be cut off at any time.
  • Don’t leave a message lasting more than 30 seconds because most of us have very short attention spans.

A recent survey by ExactTarget.com was revealing.

From MarketingLand.com:

“ExactTarget asked almost 1,500 US online consumers (age 15 and up) about how they prefer to get permission-based marketing messages and a whopping 77 percent said email — a number that dwarfs all other options in the survey. Direct mail was second at nine percent and text messaging was third at five percent.”

You may not consider your voicemail messages to be marketing messages, yet this survey is still relevant as it applies to communicating with clients using a method they prefer.

But don’t stop using the telephone!

A telephone call and a good voicemail message still work and in my opinion have great value, even though you may not always get a call back.

You will get more calls returned when you use the tips and ideas in this e-book.

Did He Really Say That?

question-mark-word-tnEveryone in the room was shocked at the response to an objection, John – playing the part of the sales rep – used during role play.

What was even more surprising was the positive effect on the “prospect.”

It was not the normal response to an objection.

In fact, it was the opposite of what was usually taught in sales training classes.

The objection -

Prospect:  “No thanks, we buy from (John’s competitor; let’s call it the ZYX Company.)”

John’s response to this objection achieved his goal of creating trust with the prospect and not sounding “salesy.”

After all, John was being truthful – based on his research and knowledge of competitors.

He knows what his competitors can offer and cannot offer.

He also knows which items the prospect uses.  (The result of very good research.)

The response that surprised everyone

John:  “The ZYX Company is a good competitor of ours.”     (What?)

This response validated the prospect’s decision to buy from the ZYX Company and eliminated any pressure the prospect may have felt.

John continued (in a friendly tone of voice):

“However, they don’t stock the [item the prospect uses] and we do provide that and can ship it to you tomorrow.  How many do you order each month?”

I found out that John’s response to this objection results in a sale for him 95 percent of the time.

This knowledge of competitors impresses most prospects and leads to the creation of trust and more sales!

You can find out more about how to win against the competition in my new e-book  “Yes – You Can Win Against the Competition and Grow Your Business with Smart Marketing!”
(Whew – long title.)

Included in this 40-page sales-building e-book:

  • The #1 way to convince prospects your expertise & products will get the results they want!
  • How to create loyal customers who will turn first to you AND will come back to let you know if they find a lower price!
  • The top reason buyers will believe you are the first and best choice!CLICK HERE to see more info about this powerful new e-book.

 

Why This Voice Mail Failed + How to Motivate a Return Call

woman-holding-cell-phone-outside=tnQuestion: Have you ever listened to a voice mail message and immediately returned the call?

Probably not, unless the call was from a good friend or relative or someone you really wanted to talk to.

With a sales call, It is not always easy – in a voice mail message – to say what you really want to say.

But – deciding ahead of time what you want to accomplish will make a big difference in the response you get.

Two Examples of Real Voice Mail Messages
One that failed and one that was successful in motivating a return call.
(The names have been changed to protect privacy.)

The Message that Failed Completely

“Hi Ann. This is Brian Kelly. I’m the senior account executive with XYZ Consulting Services. We are the world’s largest Web Site designing company, for many different types of businesses all over the world. I have a few ideas I wanted to run by you related to your current Web site. And just basically, I wanted to introduce myself. So when you have a chance, call me. Once again, this is Brian Kelly from XYZ at (his Web site address) and the number is (his telephone number). Thanks. I hope to hear from you soon.”

What do you think?  Would you have called him?

As the listener, I did not care that he is the “senior account executive.”

That title would not motivate most listeners to return the call.

I also do not care that his company is the world’s largest whatever.

It sounds like he’s trying to show that he’s a credible resource, but instead it seems like just self-promotion.

Then he said he wanted to “introduce” himself.

After introducing himself, then what?

He would probably want to tell me about his company’s services, hoping to convince me to buy.

Yet he’s given me no benefits – no reason to even consider talking with him.

This Message Prompted a Return Call
(From Page 14 of Voice Mail Tips & Scripts)

“Hi Ann. Brian Kelly with XYZ Consulting Service at (his telephone number).
I noticed you’ve been making some changes to your web site www.annbarr.com and I have some ideas about how to add a few elements to your site that would greatly increase traffic. We’ve done this for (person/firm in my industry who I might know) and they’ve achieved (specific results). Let’s talk. My number is (his phone number). I’ll try getting back to you as well.”

Notice the difference: It’s not about his company.

The message was about MY business and my desired results.

That message definitely prompted a call back.

If you’re looking for creative ways to motivate listeners to return your calls, check out this page.

Voice Mail Tips and Scripts includes 12 proven successful scripts for different voice mail situations, step-by-step worksheets to create your own unique message, and much more.voice-mail-tips-tn

Your investment for this valuable resource is just $9.97.

 

 

One Small Thing Makes a Big Difference

package-with-person-holding-it-tnShe set herself apart from competitors by doing this.

I was surprised no one else did the same thing.

So, here’s what happened.

From time to I order a few products on eBay.

Like a hand lotion not available locally, or a battery-powered lantern to use when a storm knocks the power out or my favorite lipstick and even vitamins.

First I check out Amazon and if they have it, I read the reviews and the price.

If most reviews are positive. I look on eBay for the item.

For this product – a specific, branded hand lotion – the price was $18 on eBay with free shipping, but it was $28 on Amazon, where shipping is free only if my order totals at least $49 :-(

Easy decision.

Not that cheaper is always better, but when shopping for specific brands – and you don’t know the sellers personally – a lower price for a branded product will get the sale.  (That’s why it’s critical to personally  create a good relationship and build customer loyalty with buyers.)

I ordered the hand lotion on eBay for the lower price AND free shipping.

Last year I ordered at least a dozen different items on eBay.

The last product delivered – the hand lotion – included something from the seller that was different.

She attached her business card with a note: “Thanks, Ann!”

None of the other sellers did this, and it turned out to be helpful because I wondered if I could buy another type of similar product but – doing a search – I couldn’t find it.

That One Small Thing

Because she attached her business card with the thank-you note, I contacted her to ask about the product I was searching for.  Turns out, she had it.

Nice.  A personal touch that set her apart from competitors.

None of the other sellers sent a business card – or a “thank you” note.

That one small thing – her business card with a handwritten “thanks, Ann” – earned her another sale.

For future eBay purchases, I will contact this smart and thoughtful seller first.

Want ideas about creating customer loyalty?  Or winning back lost customers?  Or asking for testimonials?

Take a look at the contents in this award-winning e-book.

The Friendly Way to Announce a Price Increase

floral-organic-tnIt is not usually a welcome email – a notification of an increase in price.  And if you use the product on a regular basis, it’s a disappointment to find out you’ll be paying more.

But in this case, I love these products and was anxious to read about the price increase. The message was written in such a friendly and warm way, that I read all the way to the end.  And despite the increased price, I still love the products and the company!

You may get some useful ideas from this message if you plan to send your customers a notice of a price increase.

This is (word-for-word) the email from The Annmarie Skincare Team:

“Honest. Wild. Beautiful.”

“This is not just a tagline for us, but what we try to embody in every stage of our work, including the production of our products.

“We seek transparency in creating products that make your skin glow, using the highest quality, natural ingredients we can find.

“Over the last seven years, we have prided ourselves on creating products that you can trust, which actually deliver results.

“As the demand for natural, organic skin care has gone up, so has the cost of production in all respects from ingredients to packaging.

“We have been able to keep our prices at around the same level for our entire history by increasing our efficiency and scaling up, but as we grow, we’ve decided to raise the prices of our products to keep them sustainable for our business and to reflect their true value and power.

“We want to promise you that we will always continue to deliver the same (or better) value.

  • We will continue to use only the best ingredients, carefully auditing our sources to ensure that they meet our standards of purity and sustainability.
  • We will also continue to tell you exactly what these ingredients are.
  • Our loyal formulator, Bunnie, will continue conjuring up the best possible products using her wealth of knowledge, experience, and research.
  • Our small, knowledgeable, in-house Customer Support team will continue to be here to answer all of your questions and help you find the right products for you.
  • Our blog will continue to be teeming with information for you to make the best possible choices about your health and wellness.

“The increase in price will be effective [date of the effective price increase]. If you’d like to stock up on your favorite products at the current price, you still have a few days!

Click Here to Shop Now

“We are thrilled you are along this ride with us and want to sincerely thank you for all of your support.

“The Annmarie Skin Care Team”

 

 

Dear Reader:  You may be able to use some of the wording or ideas from this Annmarie Skincare email.  I only ask that you not copy it word for word.

Here’s wishing you a happy and productive day!

Ann