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One of the ways to make your money back on Infusionsoft is to use it to get more business, yes you can build a mailing list and overtime sell  more to them, but I have an easier and a simpler idea.  The low hanging fruit, and it is not to target  your existing customers with more products or services you can sell.

It is to improve your closure rates on quotes that you and your sales people give out.  Remember these prospects already have a need, a genuine requirement for which they asked for a quote.  Think of the last month and look back in simPRO and find every single quote you and your sales people made.   How many were closed in your favor ? How many did you loose? How many do you still have to call for reply ?
 
If you are anything like our typical client,   Out of a 100 quotes you might have the following split result.  
  • 40 that were urgent / repeat customers / and confirmed immediately,   
  • 40 that are sitting on the edge and haven’t confirmed yet.  
  • 20 that are not going ahead for what could be a whole host of reasons, (Price, lack of budget, No urgent need, etc)
 Even if your numbers and ratios are slightly different, the following truth still applies: 

The easiest way to get more business is by

Improving your Quote closure rate.

%

2% of sales are made on the First Contact.

%

80% of Sales are made on the 5th to 12th contact.

follow-up-now1) One of most important  ways to improve your closure rate is by better follow-up. Now, How would you improve your follow-up ? As it is you you don’t have time to visit prospects to generate quotes and chase up new business. Where do you find the time and manpower to Followup every sale ?
The answer this as to most things in today’s world is to Automate it. Automate the Follow up so it doesn’t take up so much manual time and effort.
But Hari you say, “Even if I did automate it, I can’t spam my prospects, it would drive them away.”  to that I counter It’s only SPAM if it’s not relevant to the customer.
What makes an email spam or not is it’s relevance.
Now this customer who bothered to take the effort to request a quote, waited for your technician to show up and get the estimate obviously is interested in whatever service or product you have to offer.   If he is a typical client he might have received one or two more quotes from other service providers and now he has to make a decision.
So If you didn’t follow up with him and left him just with a quote all he has from you is a price to do the job.
It is no surprise then that price becomes the only thing that the customer compares quotes by.  As a result you end up competing only on price which is not where you want to be.
So how do you compete on things other than PRICE, be it QUALITY, SUPPORT, SERVICE or whatever else your USP is?
By making the customer aware of your points of difference of course.  Let’s look at how this works in real life with an example.

Take for example a Plumbing or an Electrical business.

 

Let’s say your business gets an online inquiry from your website or a call from a residence to check on a 20 year old hot water system that has been playing up lately.  If that’s a call the office book a technician to visit and generate a Quote. 
 

Touchpoint 1

1) If this was an ONLINE inquiry, you got the customer’s email. The moment you receive the inquiry in Infusionsoft, it can send in a Automated Email confirming to the customer that you have received his inquiry and someone will be in touch within 4 business hours.  Here’s  a sample initial inquiry email response, this should be automatic, personalised and instant. Nothing Fancy, here’s a draft of the template and the personalized version.
Dear -FirstName–LastName-
Thank you for contacting us about your -Type of Inquiry field- . We’ll reply to your mail as soon as possible, usually within 3 business hours.  Either Michael or Jan will respond to your email.
If this is an emergency you can reach us on 0430 144 5XX. We’re open every Monday to Friday, from 9am until 5pm. We are closed Sundays and Saturdays.
Our offices are located at : 1731, Sydney Road, Hume and can be reached on 1300 PLUMB (1300 75862).
We look forward to assisting you with your inquiry,
Kind regards,
Michael
The 5 Star Plumbing Company
1300 PLUMB (1300 75862)
Dear Steven Wright,
Thank you for contacting us about your Hot Water System Inquiry. We’ll reply to your mail as soon as possible, usually within 3 business hours.  Either Michael or Jan will respond to your email.
If this is an emergency you can reach us on 0430 144 5XX. We’re open every Monday to Friday, from 9am until 5pm. We are closed Sundays and Saturdays.
Our offices are located at : 1731, Sydney Road, Hume and can be reached on 1300 PLUMB (1300 75862).
We look forward to assisting you with your inquiry,
Kind regards,
Michael
The 5 Star Plumbing Company
1300 PLUMB (1300 75862)
Touchpoint 2 , 3,  4 & 5 coming soon, watch this space.

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