How happy are you with the quantity and quality of the contacts you receive from your Web site?

Many businesses complain that their Web sites do not generate enough contacts and sales leads to justify the cost. They want a better ROI for their Web sites.

We were also getting very frustrated because our Web site was generating very little e-mail and/or phone contact information. After testing a few different web design ideas, and finally decided to insert a bright, attractive, attention getting box on each web page.

This box contained our phone number and e-mail contact information.

As a result of this change, we started to receive many more calls and e-mail leads. This simple change made it very easy for anyone to contact us, and made those who did contact us feel more secure and willing to give us their business.

How can you make your business more accessible and available to new prospects and clients to generated many new sales.

As you know form experience, people will leave your Web site if they have to put too much effort into navigating it, or if they run into trouble trying to figure out how to contact you.

When a future client needs more information from you and your contact page is buried somewhere deep in your site, then it may never be found. If this happens – and it does at many sites we all have visited – then the customer is gone, maybe forever.  The sale is essentially lost. Don’t let this happen on your Web site.

What can you do to make it very simple for visitors to your Web site to find your contact information?

Can you ever say “Thank You” too much?

Everyone loves to know they are appreciated.

The right gift lets your clients know that their friendship and business is important to you and helps cement your relationship.

The best client gift takes your client’s personal interests into account and impresses him with your thoughtfulness and sincerity.

While giving client gifts during the holidays is popular, you’ll find that clients appreciate them any time of year.

Give your clients gifts any chance you can get. Birthdays. Holidays. Important events in their lives. They will be remembered for a long, long, long, long, long time.

Silent gratitude isn’t much use to anyone.
G.B. Stern

Be creative, A box of chocolates, a magazine subscription, Tickets to the movies.

How about a gift certificate to Starbucks, Home Depot or Office Max
But, here’s my rub about giving gift certificates to specific businesses…
why aim your client to spend their money at a business of your choice? Let them choose.

Here are a few Gift Ideas:
•    Custom made gifts
•    Gift certificates to events or services you know for sure that  they would enjoy
•    Send edible enjoyment: cookies, cakes, cheeses presented with class
•    Flowers, on Monday so they last all week or living plants that sometimes last for years
•    Books or magazine subscriptions relating to interests or hobbies

Warning: Be sure to look into the gift-giving policies of your clients’ companies before sending along your present.

Sadly, some companies have a “no gift” policy for their employees, and it could lead to an embarrassing situation if they must refuse your gift for this reason.

Now, how will you thanks your clients for their friendship and business?

Why did you lose your last ten clients?

How often has this question been asked by you, your boss, your sales manager, or someone else?

The only one who really knows the answer is your former client.

So, why don’t you ask this person why s/he no longer buys from your company?

You might get lucky and find a customer who is prepared to talk, but keep in mind that s/he has moved on and may not want to talk to you.

Also, your customer probably will give you only one reason, then thank you for your efforts and wish you well. How much have you learned? Not much at all.

“Success is going from failure to failure without a loss of enthusiasm.”
- Anonymous

I once lost a client for whom I had created a successful direct-mail campaign. This marketing effort had produced a nice 1,148.85% Return on Investment (ROI).
I found out from my client that she was upset with the slow response that she was getting from me regarding a marketing questionnaire for which she had paid. After answering the questions, my client wanted her marketing analysis, but we just couldn’t seem to find a mutually convenient time to get together. Ultimately, I gave her a refund on the questionnaire and we parted friends.

However, to this day I feel that there had to be something more. Maybe there was a hidden “decision-maker,” someone else who had a final say about who my client does business with or who harbored some ill feeling. I felt very bad when I lost my client because I was hoping that there would be a long and profitable relationship for both of us.

Sometimes it’s hard to pinpoint the definite reason why someone chooses to stop giving you his/her business. It can be hard to determine what complaints s/he had about you that led to the decision.

Oftentimes, you are left with very little information.

Working backwards to discover what went wrong can be very difficult. However, if you are prepared to ask a new client for a little time after the first sale or, even better, after s/he has been buying from you for awhile, then you probably can determine the things that keep him or her coming back and buying from you.

After the relationship with your client gets past the new phase and is “long-term,” ask him/her why you get his/her business.

There will be many reasons, not just one or two.

You may have to probe a little, so ask some open-ended questions. I’m sure that it will be worth it.

Build a file or a database of the answers that you get—the reasons why your clients came to you, of course, but also (if possible) the reasons that they stopped using your competition.

Learn from their answers and discover what you can do to prevent clients from going somewhere else

“ One man’s loss is another man’s gain.”
- Unknown

You can benefit by using what you have learned with your next prospect.
This information will help you to convert him or her into a new client.

What are you willing to ask your clients about

I’m sure that you’ve made a call and been forced to listen to the following recorded message:

“Your call is important to us. Please hold for the next available Customer Service representative.”

Many business operations have been automated at the expense of customer service. The businesses that keep their Customer Service departments “human” often thrive.

Southwest Airlines is ranked as the number one airline in the United States, and they use only “live” human beings for their telephone Customer Service operations. Call 1-800-435-9792 and hear for yourself.

Automated customer service has been proven to drive customers crazy.

It will drive these customers away from many of the businesses that are using this service.

People often will turn to a competitor that uses a live operator.

Why? Because this business seems to care more about how customers are treated.

Most people like to talk to a person, so when you or your employees hide behind an automated phone system, your customers will get frustrated and move on to your competition.

Customer dissatisfaction will not only drive away prospective clients, it will drive up your marketing costs.

You will have to replace the customers whom you lose. It costs about five to seven times more to get a new client than it does to keep an existing one.

What are you doing to make it more convenient for your clients to contact your company on the telephone?

Many businesses set up an online presence and then forget about customer service.

Too many times they take days or weeks to respond to client and prospect questions.

Even worse, sometimes they forget entirely. One great way to set your business apart from your competition is to attempt to respond to your online inquiries within minutes.

A short time ago, I was offered a one-on-one phone session with Chet Holmes, a protege of marketing guru Jay Abraham. Chet was promoting the marketing seminars that he was conducting with Jay Conrad Levinson.

Within fifteen minutes of leaving Chet an email message, I received a call from one of his associates, who asked me some qualifying questions and then scheduled a telephone meeting for the next day.

I was impressed, both with the fast response and with the information that I received from Chet Holmes and Associates.

These things showed a level of caring for the client that is extraordinary in today’s business climate.

What can you do to improve your customer service?