when you listen well what happens next?

I promised you an update of results well the truth is that yes we are earning more this month than last month and when our book keeper has added the figures up we will be able to let you know an actual percentage.( we realised that we had to focus our attention on our customer service)

But results we can give you now is that everyone we actually picked the phone up to last week and we followed up with a call this week has bought a service or asked to be invited to a future event.

So this got us thinking did we really want to double our customers or double our income we realised that doubling our income was the goal.  

So using the magic matrix designed by Peter Thomson and passed onto me at the Break through meeting with Allison Marlowe on Saturday. (a prize for winning the Networking Champion 2010 at the Hampshire Winning Women Business Awards in June )

We decided to review our existing customer base.

Guess what we had failed to listen, well actually we did listen, we had written down what they were interested in but we had failed to follow up.

What do we know now?

We know that we:

  •  have 120 plus contacts of which 80 approx are our paying clients.
  • have let many of our clients down by not telling them about our new products
  • have clients who we had told and they had indicated an interest and we completely let them down by not following them up.

What happens next ?

We have spent this week setting up systems and dividing the customers between Helen and I so that this never happens again. Helen has changed her role from my PA to Customer Service Manager and we will in time look to outsource the PA work, or employ someone else.

What does this mean well it means that we have 120 relationships already created so we can focus our attention on developing them and maintaining them. So we will reduce our Marketing costs as we will be in the office on the phone or arranging to meet our clients face to face. That means reduced networking cost, advertising.

Are we on track? to double our income over sept oct and nov compared to the previous quarter. Oh yes !

Are we on track? to have happier more satisfied staff oh yes ( Helen had asked to be more involved with our customers she wanted to beable to make a difference)…..oh yes!!

Are we on track? to getting better life balance oh yes!

Why because now we have a follow up system that should ensure we know what to do when, in what order and our clients wont be forgotten.

Thanks for listening



About Step by Step Listening

I am the founder of Step by Step Listening and we started as a company that eradicated fear of failure and guilt for mums, we coached mums and daughters, we then worked with sole trader and small business owners and over the years we developed a unique ability to help people create the family or business they desire by being able to tap into the resource of being able to sell ideas/prodcuts/visions/services in a way that feels right and gets results. For some they are learning to sell and idea to themselves perhaps a dream or an ambition they have had for years, for others it could be selling responsibility and independence to a teenager or perhaps selling a vision or a change of structure to a team. What ever it is we use unique a unique facilitation and group process to help you discover when you are selling in a way that feels right that's like what?
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