What do we mean by timely follow up?
Finding the right way to close a sale is an art and we strongly believe that, through proper nurturing, closing deals during the first consultation is achievable. But from time to time, sales won’t happen the first time you speak with a prospective buyer. For this reason, we encourage you to create a structured follow up system ready to launch whenever it’s needed. Keep reading the following blog to learn more about the art of crafting a good AND timely follow up process to chip away the inside sales struggle.
You don’t want to lose revenue. But you are leaving money on the table. In order to generate the best results and get the most out of your sales processes, it's important to follow up in a proper and timely manner.
A regular follow up always gives customers a chance to be heard and engage effectively. Follow-ups can be a great source to ask customers, “What they want/expect next.” Therefore, the follow-up system enhances this communication.
Considering that around 98% of sales are made after reps follow-up with their prospective customers, successful sales teams must have an effective follow-up strategy. So, let’s dive into the most effective elements you can use to follow up with clients.
What are the elements of a good and timely follow up?
With social media around, there are many ways to follow-up with a prospect. But today we want to focus on the ones that will make the most impact :
- Phone calls and voicemails
- SMS Text Messages
Following up with a call
The follow-up call is where the relationship with your prospect continues. Having solid follow-up strategies and tactics when calling will separate you from the dozens of other medspas who call the same prospects as you. This gives you a distinctive edge. Make the most of your follow up calls and watch your sales grow with the following tips.
Get Commitment For The Follow-Up: establish specific dates for consultations. Creating a deadline is a simple but extremely powerful tactic.
Pro-tip: Build Equity And Be Remembered! After every call to a first-time prospect, send a thank you card or personalized text. In today’s fast paced world, a handwritten card tells the client that you took the time and the effort to do something a little different. At some level, this registers in the client’s mind and creates a degree of “equity” in you. It differentiates you and it gets you remembered. And it gives the client a reason to want to be there when you make your follow-up call.
Build A Follow-Up Opening Statement That Gets Through The Clutter: There are 3 simple steps to creating that pizzazz.
First, introduce yourself using your name, try to set up the ground to create a somewhat intimate relationship – staying among friends makes sales easier.
Second, state your medspa name. Okay, so far it’s pretty obvious, but the third step is where you differentiate yourself:
Remind the client why you are calling; remind your client what prompted the follow up call in the first place. This means going back to your initial interaction and reminding the client of the “pain” or the “gain” that was discussed or hinted at in your previous call. It’s the perfect time to emphasize the big WHY behind THIS client wanting THESE specific treatments.
Pro-tip: Pay close attention to your patient and listen. Maybe you can build a personalized follow up based on your initial conversation. Do they have a wedding coming up? Was there a recent lifestyle change?
Follow up through SMS
1. Know Who You Are Texting
Identify where the lead came from, because this will help you out a lot with the next step. To make it even easier, sort your leads into different categories. (e.g. botox, coolsculpting, microneedling, etc.)
2. Identify Your Why
Why are you contacting this lead (or lead list)? Obviously you want to close a deal with them. But if you want to start a conversation and connect, you need to know what they want. Focus on service over the sale right now.
3. Write a Quick Intro.
Keep things simple and to the point. Start by introducing yourself by name, profession, and if you feel comfortable include where you got their information.
4. State Your Why
Next, state the reason for the message.
5. Add Your Style
Keep this authentic. Close in your own way with something like: “let me know if there is anything I can do to help you” or “I hope to connect soon.” Add an emoji too if that’s your sort of thing, but only if that feels natural.
6. Always Close with a Question
Finish with a question. This makes it far more likely they will respond, giving you another opportunity to keep the conversation going.
Follow up with emails
- Add Context. Try to jog your recipient's memory by opening your email with a reference to a previous email or interaction. ...
- Add Value. You should never send a follow-up without upping the ante and demonstrating your worth. ...
- Explain Why You're Emailing. ...
- Include a Call-to-Action. ...
- EMail A Reminder And An Agenda: The day before your consultation send an email to your prospect to remind them of your appointment.
Our pro-tip for you to get the best out of your follow up system is this:
Be Persistent, Be Polite, And Be Professional, But Not A Pest.
If there is no response, make four more follow-up touchpoints, but space them three business days apart. This shows persistence, but the touchpoints are spread far enough apart that the client doesn’t feel like she’s being stalked. If there’s no response by then, you probably won’t get one, but at least you took a good stab at it.
So, the first sale is done, but the customer Journey isn’t.
Let’s talk about how to boost your revenues with effective after sales follow-up
*Send a note to say thank you
*Check in. Call clients a week or two after the sale and find out how everything is going. Are they happy with their purchase?
*Keep the lines of communication open. Send helpful information and advice based on their needs and interests,
*By creating a relationship, you are going beyond a simple transaction and giving yourself an opportunity to offer more products or services to the client.*