Have you ever wondered how much money you’re leaving on the table?
Are you checking in on your missed opportunities and the opportunity cost of NOT looking for ways to serve our clients?
Let me start by saying; I’m a client, a very good client.
I get a massage at least once every month at a local spot and I’ve been going there for roughly 5 years. Mostly, I just really love all the good stuff I get from my massages.
It’s $90 per session, so roughly $1,800 per year I’m spending. My man gets about $900 a year worth of massages. Similarly, my best friend spends more than $1,000 per year there. This means that in the past 5 years, I’ve brought in nearly $18,000 to this establishment.
Here is why I’m sharing this with you.
Even after that $18,000 I’ve brought into the business, I’ve never once received a welcome letter, thank you for the referral, or had a technician try to rebook me. Only two have given me their business cards and no one offered me additional products to use outside the spa. The receptionist doesn’t even remember me by name, even after all this time.
So, I was thinking, what would happen if this business were to WAKE UP and care about their clients?
I would probably refer more people and I’d come around more often if I received more personalized attention. Are you getting the picture yet?
This business is so focused on their ‘busyness’, that they aren’t managing their business.
That’s what I refer to as missed opportunities.
Here are some MUSTS to take your business to the next level:
- Make them feel important. Every time.
- Send a welcome card or welcome email with your brand on it.
- Always ask the client if they want to schedule another appointment. This isn’t a one-and-done.
- Be sure to always ask for referrals. Reward and recognize those referrals.
- Take the time to make reminder calls or reminder cards. You’d be amazed at how many people simply forget.
- Check-in with your clients after their service. Is there anything you can do?
- Suggest additional services and products. This is upselling, which I like to call up-serving.
- Thank them. It sounds simple. And it is.
- Remember their names. Again, this is SIMPLE.
- Track their transactions. Take simple notes and it will be worth gold.
- Do a client survey. Find out what your customers like and don’t like.
It’s not one thing we do, it’s all the things we do.
You might be thinking “why does she still go to that spa?”. Well, it’s easier than finding a new place. And if they did just a few of these things, it would increase my referrals and my rebookings.
Where are your missed opportunities?
Look at where you can increase your level of service. And find where you can add value to your customers to really make a difference.
Remember, you’re not in business by yourself, you’re in business for yourself. And I’m here to help you along the way.
You partner in prosperity,
Susie Carder is an unstoppable business coach who has firmly established herself as a successful entrepreneur. She is passionate about helping her clients’ businesses exceed their wildest expectations! Learn more by visiting susiecarder.com.