As an entrepreneur and small business owner, if you were to ask me what the number one question is that keeps me awake at night I would say, “How do I get more business?”. This question resonates with most business owners of all sizes, whether you’re a Fortune 500 company or an entrepreneur working out of your parent’s pool house. How do I get more sales? More revenue? I want more clients. I want more money coming in through the door. These are healthy questions to always be asking.
I’ve always raised an eyebrow at people I’ve met where this is not a top question or priority. I’m always going out making sure I’m constantly aggressive and attacking to grow my team. Sales should be at the forefront. This week’s topic for business success is three practical and quick action items that you can employ this week that will increase your sales. All business owners will benefit from these three things, but especially B2B. B2C business owners may need to get a little more creative in applying these three tips. You can complete these processes or tasks this week and start seeing results right away. Let’s dive into the three things you can do to increase your sales!
#1 – Onboarding and off boarding scripts that include upgrades or upsells
Creating onboarding or off boarding scripts that include an optional upgrade or upsell will instantly increase your sales. I am always amazed as we get to learn about other businesses through branding projects, digital build projects, and client strategy sessions how they do not have a solidified script or automations put in place to introduce current clients to additional services the business offers. Maybe script isn’t the right word, but businesses need an outline of the very first call that you have with a new client and the very last call after finishing your project. If they do have a script or set steps in place, how many businesses do not include an optional upgrade or upsell opportunity?
We witnessed this every day. If you’ve ever been through a McDonald’s drive through, what do they always ask you? Do you want to make that a meal? That light bulb should be going off in your head, automatically, when you finish a project with a client. When asked that, clients will typically say, “Huh… Yeah, let’s go for it. Yeah, let’s do it. I didn’t think about that”. You will be amazed how many clients agree to an upgrade or upsell if you simply ask them. Oftentimes, a client is unaware that you provide Service X, Y, or Z. As soon as they become aware of said service, they are excited to upgrade their current project, plan, scope of work, etc. Through the process of your current project, you have likely created a solid relationship with your client, eliminating the awkward sales pitch barrier.
We’ve implemented this at Big Red Jelly. We have several phases that clients go through. It’s never a pushy sell. The upgrades and upsells usually don’t come directly from our sales team. Rather, they come from team members who have worked with a client personally on a project. Our team is trained to ask, “Hey, now that we’ve completed this phase, are you interested in taking it to the next level?” For example, if we complete a branding project for a client where we rebrand or reposition their company, by the end of that project, it’s become more apparent to the client and our team member that the client’s digital platforms are archaic. With the new brand, their website looks outdated. At this point, it’s a very smooth upsell to build a new, modern website. You’ll be amazed at how many upgraded or unsold clients you receive even after a couple of conversations where you simply ask.
#2 – Make your clients the center of attention
Give your current clients the opportunity to be the center of attention or the cool kid on the block. At Big Red Jelly, it’s important to us that we regularly spotlight our clients. Once you complete a project, there should be a process in place where you take time within the month to spotlight that client or project on your social media. Increase your client’s visibility by highlighting them in a case study, a blog, and your monthly email newsletter. They will love it! While you are showing off your great work, it shows that you care. It gets the word of mouth going, and it’s easy for them to refer you to their friends, colleagues and network.
It’s shocking how many businesses do amazing work, and then they don’t spotlight their clients. I see a lot of creative teams out there and very visual businesses that aren’t spotlighting their clients and making them the center of attention. Again, it makes you look like the good guy. It makes it look like you love your clients. It gives them the opportunity to say, “Oh, yeah, wow, let me share this”. You’re creating an organic word of mouth reach on social media, email, and other digital platforms.
Making a client feel like the cool kid on the block or the cool networker that everyone wants to network with. When you finish work for a client, give them the opportunity to refer your business to anyone in their network for a discount. Let your client know how much you loved working with them and how great it would be to work with people in their industry, their network, their colleagues or cohorts. Let them know that if they refer you to their network, they’ll get a 10%, 15%, 20% discount. It makes them look cool. They look great. They really appreciate it. You’re looking after them. And of course, future business, future clients are going to like it as well.
#3 – Automate your split-second automated reply
Consider automating your split second automated reply. Think to yourself: in your sales process or your marketing process, at what point is a new contact officially added to your CRM? At what point do they jump into your inbox? At what point do they first contact you through a contact form on your website or chat with you through a chat bot? All of these platforms have one thing in common, and it is that you can set up an automated split second reply. Now, some people might debate me on this, but I think there’s debate if you’re not very creative with your automated replies. Here are some statistics: According to scale.com, only 11% of organizations follow up on marketing qualified leads within five minutes. The most popular response time was within 24-hours at 37%. Now you might say, “Wow, 24-hours. That’s pretty good. I’d be happy if I could do that”. Twenty-four hours is not good enough! You are losing qualified leads every minute you do not follow-up. Your competition will take the potential client off your hands, trust me!
Automate all of your platforms: email, web site, message platforms, chat bots, lead forms, contact forms, all of them! All of them can have a split second reply. In my opinion, these automations should be transparent that it is an automation. It can be something like this: “We got your message. In the meantime, while you’re waiting for a personal response for our team, here’s a link to our portfolio. Check out our latest work related to branding, seeing as that’s what you were interested in. Also, if you want 10 percent off now, click this link and schedule an onboarding video call right away. Let’s skip that whole step. We’ll get back to you within 12 hours, 24 hours.”
The project is fresh on their mind. They may decide then and there, after receiving your automated message to close the sale with you and to stop shopping around. It lets them know that you’re on top of it, but you will also provide human contact within 24 hours. I hate when I complete all the information and the response says “Thanks, we’ll get back to you”. I get so frustrated. What does that even mean? But if it says “Thanks, a team member will reach out to you in 24-hours. In the meantime, check out our awesome work, see what our clients are saying. Look at this latest project we just finished up” you have further engaged a potential client and they have a positive association with your company before talking to anyone. Don’t be the barrier that loses leads. If possible and applicable, give them a link to sign up, get started, schedule a call, etc. Automating next steps will save you time and money, while increasing the bottom line.
Those are the three things you can do this week to increase your sales! Have clear onboarding and offboarding scripts or processes that include upgrades and upsell opportunities, make your current clients the center of attention, and automate immediate replies to any lead gathering technique you have on your digital platforms! These three things have dramatically increased our sales in the last year, and I’m confident you will see similar results!
Let’s continue this conversation on our social media channels! Check out our weekly industry videos on our Facebook at 1:30PM (MST) every Thursday.
Today’s article comes from a previously recorded video. Check out the video here!