Are you doing this dreadful business mistake without even knowing it?
I was recently seeking a call center to take care of customer service relations and sales for my coaching business.
I met this outstanding young guy, real enthusiastic, great discussion, great rates, great customer care. But then, a major mistake. And I thought I would share it here in case you are making the same one.
The first mistake I won’t dwell over as it is now so common to most business owners that I won’t discuss it further here (the huge problem of lack of follow up). I’ll talk about that in another article.
The second mistake (that’s not the one I am talking about here either) is to work mostly in his business and not on his business. He is so confused because he spends his time doing everything (the marketing, the social media, the customer support, sales…) Everything. So, of course, he has not time to think of places he is massively losing potential clients.
No, the mistake he made is that, in order for me to be able to hire his company, I needed to update (update actually meant completely change my current CRM system) and invest in a third party technology that he worked with.
Does this happen to you without you knowing it? Your clients needing a third party in between product or service in order for them to become your clients. That one extra step they have to make in order for you to be able to sell them?
Think about it for a second. I am sure it is so common that you don’t even realize it. It might not be a CRM that a client needs to set up but it might be a required system app, an extra step you take for granted as it is so obvious to you.
He seems to find it totally normal that I would spend weeks searching for the right CRM that is compatible with his offer. And that I would spend a small fortune switching over to the CRM in order to work with his call center.
The solution= He could have offered to build me a CRM that works well for me and him. Why? he would have gotten rid of the extra step plus this level of service would have made me prone to not only hire him and not a competitor but also stay with him and his CRM for life. Think about how much better his business would be doing.
He could easily join forces with a CRM developer and offer that extra service even for a small fee. That would allow him to be 100% in control of his sales process and offer one more thing his competitor doesn’t.
I wonder how many clients he lost because of this. How many clients are you losing because of this?
Speaking of CRM, here is another example of this. I cancelled twice already dealing with a CRM company because it is almost impossible to find people who know how to work the system and when I did, hiring them was extremely costly. That is also why I am back paddling with the CRM system he needs me to use. The monthly subscription is very low but the cost to operate (the manpower cost) is very high.
When speaking to your clients, try to figure what their objections really are and improve your business accordingly. That way, you might get one step ahead of your competition.
Is it a learning gap, a technology issue, an associated cost you take for granted but your customers don’t.
BE carefully, you might leaving a pile of cash on the table for your competitor to take and not even be aware of it.
For more information, please contact me at https://slavicabogdanov.com I offer business consulting that will help you scale while finding all the money you are leaving left and right.