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Customer Catcher™ Tips

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1. Out of Mind – Out of Business
2. New Look and Resources at The ‘Mothership’
By Martin Wales
June 2003

1) If You’re Not at the Top of Your Customer’s Mind Then You’re Slowly Going Out of Business!

Your business – just like the hundreds I’ve heard from or dealt with – gets 50% to 80% of their new clients from referrals…word of mouth.

Word of mouth will NOT work if your name and company don’t immediately come to mind. What are you doing to stay in touch? How do your best clients know you care about their continued satisfaction and success?

Listen

I struggle with this everyday. BUT, I am aware of it and committed to improving.

Just by being aware of the need to pay attention, you will do more than you ever have before. Like a horse race, you only have to win by a nose. A little can mean a lot.

I debate constantly how often we should send out this very Business Bulletin. I have committed to making sure you hear from me only when I think there’s valuable, timely information.

On the other hand, that’s really up to you. It’s the same with your customers. Maybe what we view as ‘less important’ is in fact a critical issue to them and your contact or input couldn’t have been better timed.

Are you doing the following to stay Top of Mind?

• Meeting or phoning your best customers on a regular basis.
• Sending out a bulletin or email.
• Offering teleclasses, or teleseminars, to educate and inform your client base. (Check out the latest at Customer Catcher TeleSessions).
• Adding in a complimentary extra product or service for friendly and easy-to-deal with clients.
• Rewarding those clients who have recommended you to new business.
• Updating your web site(s) to keep them fresh and interesting. (See below or click here).
• Committing to answering your client and prospect.
• Staying in touch with your customer service department to find out what customers are saying (complaints are great opportunities to serve them and reinforce your relationship, while simultaneously gather product improvement or new product development research).
• Recommending additional products that will leverage your customers’ past purchases.
• Getting media attention and PR for your company and sending copies to your customer database.
• Conversely, congratulating your customers when you see them in the press.
• Speaking at industry or association events.
• Introducing speakers or moderating panels.
• Attending appropriate trade shows and conferences.
• Networking and ACTUALLY meeting and connecting with prospects at various events.

These are just some of the things you can do that don’t cost much time or money.

Send in your tips about staying ‘Top of Mind’ and we’ll happily share them with others. Send your ideas to:
Tips@CustomerCatcher.com.

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2) New Mothership Site! New Looks, Links and Life for Us

After months of writing, editing and toil, I’m happy to invite you to our new “mothership” site at www.MartinWales.com.

A “mothership” site lets you have a central location on the Net. You can call it your “credibility site” while you also build individual sites that focus on specific products which serve strictly as ‘brochure’ or ‘sales letter’ sites.

There’s fresh stuff besides the new look. Note our new TeleClass listings and your FREE self-analysis tool, The Science of Customer Catching Goals Lab.

We welcome your feedback and input.

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