A. You’re in your office making up a new client folder for a client who doesn’t yet exist. Your thinking about how you’ll work together and the phone rings. It’s a prospect who’s interested in working with you.
B. You’re sitting at your desk deeply involved in a project and the phone rings. It’s a prospect who’s interested in working with you.
Which one of the above prospects will get the *best* you? Who will you spend more time with?
If your business is designed for success, the answer is NEITHER.
Successful businesses have systems and processes which result in prospects and clients being treated the same way every day, every encounter regardless of what you’re doing.
Here are a few simple systems/processes that you can put in place this week which will make a huge difference in the experience for your prospects and clients:
1. Your voicemail.
Your voicemail should say a little about your business and offer the caller to send you an email (use your general business account). Whenever possible, you want to provide an option for your prospects.
2. How you handle prospect inquiries.
When someone is interested in coaching with me, there is a process that she goes through. It’s the same process for every potential client and insures the same experience for each of them while insuring that I get the same information to assist in whether or not someone is accepted into my program.
3. Your new client “welcome packet”.
You want to reinforce that a new client has made the right decision in hiring you.
In addition to any email communications that you have with your new client, send something via mail.
Something your new client can touch and flip through is always better than electronic only and it gives you yet another chance to reinforce your branding.
W. Edwards Deming tells us that “97% of all failure is due to the SYSTEM and not the person.” Yet so many skip over the critical step of creating systems and processes.
Don’t be one of them — your success depends on it.© Copyright 2009 Sandra P. Martini