Are Sales and Clients Falling Through the Cracks?

We’ve been looking at how systems affect the bigger picture of our business where the importance may be a bit more difficult to grasp for those fighting for survival.  So let’s take a look at the importance of systematizing at the ground level.

Do you ever get that sinking feeling in the pit of your stomach when you realise that you’ve let a potential client fall through the cracks?  You didn’t follow up and now they’ve grown cold.  Or how about this one!  Have you been getting lots of people saying they’ll do business with you and it never materializes?  You’re missing very important systems!

Prospect Follow Up

When you’re out networking and you meet someone new, what do you do next to manage them as a prospect?  A very important system that is often absent in small businesses is a fully developed system to take a prospect from first meeting to ultimate determination as client or not a client. 

The second communication is crucial to the likelihood of that person becoming a client.  Wait too long and you’ve lost the initial rapport you built and they may not remember you.  This second communication is also the point where you establish expectations of future communications.

So who is responsible for the second communication and what type of communication is it?  Do you do it yourself or is it something that a staff person can handle?  Is it an email, handwritten note or phone call?  If it’s a written communication, do you have a prepared template to follow so that you save the time of creating original content? 

Originality and personalization is important, but not as important as time frame.  Often people put off that communication because they’re not inspired to write the “right” thing.  And then, too much time goes by and the opportunity is lost.  This is a time when you must strike when the proverbial iron is hot.

Closing Business

A second area where lack of a system could be costing you money is in closing a sale.  Have you ever gotten a verbal commitment to move forward and then couldn’t get the “new client” to complete the paperwork or make the payment to take the next step?  Then all of a sudden they aren’t returning your calls and email messages!

A proper system can help increase the odds that the verbal commitment leads to a true client. Buyer’s remorse is powerful and if you aren’t careful, you’ll not only let them get off the hook, you’ll help them!  When you have a concise system of next steps that is clearly communicated at the time of the sale and that includes direct contact with you soon after the sale, you’ll make it much more difficult for the new client to back out.

Is lack of systems costing you money?  If you’re not ready to systematize your entire business, I highly recommend that you look at those areas crucial to business revenue and develop systems that will increase your odds of success!