Beth Boen has more than 30 years of experience in sales, marketing and customer service. She is an award-winning marketer. She is also a professional trainer and customer experience consultant. Beth loves helping people build long-term, loyal relationships that produce quality connections in their business that lead to lifetime customers and endless referrals. Beth helps people do this through her thoughtful blogs and training curriculum. Members of SHE Leads Group have access to more in-depth business development training through presentations at meetings from Beth, her curriculum, and guest trainers. In addition to being the Founder of SHE Leads Group, Beth has had a training and consulting business, The Voice Customer Experience, that she started in 2005.
One mistake costing organizations thousands of dollars
Recently, I went to a home show where different home service providers were present with their exhibit tables. There were insurance agents, roofers, exterior siding companies, furniture companies, landscaping, window companies, vets, chiropractors, photographers, and many other product and service providers. What is astounding to me is the complete lack of follow up and follow through!
I filled out about a dozen forms that day inquiring about things such as siding, wells, custom home building, landscaping, etc. Guess how many calls or emails I received after filling out their forms saying I was interested...ZERO! Not a single person has followed up with me and the event was a month ago! One of the siding exterior companies that is well known in Denver, Colorado was even one where we have tried to contact before on a different occasion. This siding company never contacts us back. I am going to reach out to this company and let them know they are losing thousands of dollars, because who ever is supposed to be following up, is not.
These companies spend hundreds, if not thousands of dollars to be in these trade shows. What a complete waste of money if they are not following up and following through on every hot lead. This is terrible customer service and could be an indication of how their customer service in general. Be assured, I am not doing business with any of them!
Sometimes the most basic sales and customer service training seems like it is not necessary, but it is. Refresher training is imperative. Putting new staff through the proper training is also imperative. On top of training, your organization must have a mystery shopper program and a system to test and measure performance. Shockingly, some of the people I had legitimate conversations with at this home show, were the owners and they didn't even follow up with me.
As a member of SHE Leads Group, you will be exposed to this and other business development training. So, even if you have learned it before, it is always good to be exposed to it again and again. SHE Leads Group provides business and professional development training at every meeting. That is one of the value added benefits SHE Leads Group offers that most other leads groups do not. Check out what makes SHE Leads Group so different and better yet, visit a chapter near you where your business category is not already taken and experience the SHE difference!