Please Don’t Ignore Me « Small Business Branding

Please Don’t Ignore Me

Posted on June 06, 2008 by Drew McLellan

Nearly 70% of business lost in America is lost due to post-sales apathy.

Amazing isn’t it? We spend all this time and effort luring them to our business. We seduce them on the sales floor. We listen attentively to their problem and help them find a solution. We gave them a fair price. We smile and wave as they leave.

And then, we ignore them.

There is no hotter prospect than your current client. They know you. They liked you enough to try you once. Hopefully, they had a reasonable or even good experience the first go around. So why aren’t you talking to them? Why aren’t you telling them more about you? Why aren’t you asking them more about them?

If you don’t have a customer retention program – one that turns your clients into raving fans…you need one. Make it simple, easy to implement and something you will actually do. Consistently. More important than the program, build the attitude throughout your company. Your customers deserve to be treated as well, if not better after they reward you with their business.

Start on it today. It’s that important.

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About Drew:
Drew McLellan gets branding and marketing and he really wants you to get it too. So for the past 20+ years, he’s told stories, asked questions, and milked sacred cows. All to help clients discover their brand so they can create authentic love affairs with their customers. Considered a national branding expert, Drew is a highly sought after speaker and has given about a zillion presentations at national conferences, key note addresses, training for his peers in the profession, college students and even his daughter’s tenth grade class. Over the years, Drew has lent his expertise to clients like Nabisco, IAMS pet foods, Kraft Foods, Meredith Publishing, John Deere, Iowa Health System, Make-A-Wish, University of Central Florida, SkiDoo and a wide array of others. Today, he and his agency work primarily with BtoB clients who recognize the power of knowing and living your own story. Blog: http://www.DrewsMarketingMinute.com E-mail: drew@mclellanmarketing.com Twitter: http://www.twitter.com/drewmclellan Facebook: Drew McLellan

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Discussion: 6 Comments

6 Responses to “Please Don’t Ignore Me”

J

- 6th Jun, 08 03:06pm

Thanks for this post, but I am unable to get the link you posted for a “customer retention program” to work. Do you have a working link or some additional info on the original post?

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Drew McLellan

- 6th Jun, 08 04:06pm

Hi,

Apparently my link is broken so I’ve taken it down until I can get it corrected. Thanks for the heads up!

Drew

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Noobpreneur

- 7th Jun, 08 01:06am

Drew,

Your post reminds me – I missed my old customers!

I totally ‘ignore’ the retention programs and focus on getting new customers.

I think it’s better to cut the customer ‘recruitment’ campaigns and spend more on customer retention campaign.

Thanks for the post!

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Drew McLellan (author comment)

- 10th Jun, 08 09:06pm

Noobpreneur,

You are very right — retention has a much better ROI, both short and long term. When you turn customers into fans…..they do a lot of the recruitment for you!

Drew

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Mens Rings

- 24th Aug, 09 02:08am

It sounds so simple when you lay it out like this…The recession has forced our conversion rates down which makes it even more important to look aftern the ones we’ve got…

Thanks for the post!

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