Case study: Early stage outreach process

A new client ---- well established manufacturers rep --- ten employees --- and that includes a couple of sales reps.

Their territory is just four states.

But small is beautiful and customer care is what they're all about and since this is their 35th year in business they must be doing something right!

Only problem is follow-up — everyone too busy!

Anyway, where I come in is helping them get into the accounts not yet in their fold and seeing what I can do to change that. Comes down to organizing and simplifying that process.

To help them along with this process I pulled together some customer care outreach tips.

These tips came after I began some introductory outreach calls to see if I could get through to the right people and start the process of establishing a rapport and putting our hat in the ring as a credible vendor.

Not really selling anything. Just touching base and gently introducing ourselves.

Here are my customer care outreach tips .............................

Just some thoughts for smoothing out some wrinkles that are quite normal when doing follow-up. First off, let me tell you that my follow-up calls to prospects who have not received follow-up email is VERY POSITIVE.

They really do appreciate this kind of customer care and I think has something to do with building a rapport with each prospect...one call at a time.

The trick is not coming across as just another sales call. Just checking in to see how things are going and making sure you got the info.

E-mail follow-up suggestions.

Avoid attachments to your email...instead, use links. I find that when you use links what helps getting clicks is to spell out the link address.

Reaching the right people

Just an intro call...anything else is over-kill and gums up the works with data we don't need at this early stage.

Of course, most prospects will have little or no interest. But the ones who do are the prospects that we want to add to your prospect list — but only after I qualify their interest as genuine and worth your time.

Finding pain points

Once in a blue moon your prospect tells you what they need help with.

But most of the time to flush out these issues you need follow-up calls...and that’s where I try to get the prospect to do most of the talking and learn where they’re having problems and how you can help them.

Building a rapport

How I do this is by building a rapport and relationship with each prospect so I come across on the phone as not just another sales person trying to push a sale or get an appointment.

Speeding things up by keeping things simple

Common problem is getting bogged down with too much product knowledge.

All I need for my intro calls are a few highlights and nothing more.

I can take care of follow-up emails and free you from having to do this on your own time.

Working like we’re one team and I’m working from your office makes for more effective outreach.

Same goes for follow-up calls! I’m making these calls to keep you in the loop with how things are going with each prospect — making sure they received everything ok and have any questions or need anything down the road.

Just gently touching base and letting them know we are there to help.

All part of giving added value and goes a long way to building stronger relationships plus shows you are a step ahead of the competition when it comes to delivering great customer service.

Will this work for ?

Adding value to what you do by giving your customers great service before and after the sale is what my service is all about.

Nothing really complicated or high-tech ---- just reaching out and building relationships the old-school way.

If you’re OK with that lets try something out and see how it goes — a TRIAL RUN so you get a feel for how this process works and how giving your customers that extra special personal touch can make all the difference in how you are able to get new work and also keep customers doing business with you for the long haul.

You’ll find I’m easy to work with and can help you get this done without the hassle and red tape of doing this yourself in-house.