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Handling the new qualified leads.

Handling the new qualified leads.

All these qualified hot leads are now streaming in, now what?

Getting al the new customers that are eager to spend money with you is fantastic, but, if you can not pay attention to each one, you might lose a sale and a potential long term client.

Keeping track of who contacted you and who you approached can sometimes be tricky, especially if you do not have systems in place to process this information. I want to explore this a bit and have a look at some things I came across that might make this a bit easier for you.

“That “Wow I need this” feeling that you must create with your prospect is what will get them to react on your call to action”.

For a potential prospect to respond to your ad or call to action, you need to have a fantastic, jaw-dropping offer that they can not say no to. What will make you stand out from your competitors when it comes to your products or services? That “Wow I need this” feeling that you must create with your prospect is what will get them to react on your call to action.

But as soon as someone reacts on that ad or call to action, YOU need to take action. While the step that your prospect just took is still fresh in his/her mind, you need to close the deal. The longer the gap between them taking action and you responding, the more likely it will be that you will lose the sale. People forget easily.

A fantastic tool that you can consider using for quick follow-ups is a system called LeadOwl.
LeadOwl sends you a notification directly on your cellphone immediately after a new lead comes in. It then collects the leads’ information and gives you a few options to quickly respond to that lead. You have a choice to either call the lead directly from the app, send 1 of 3 preset text messages or send 1 or 3 preset emails.

If you are interested in doing a trial of LeadOwl, you can access the platform here.

The support and service you offer are (I feel) in most cases much more important than the product you are trying to sell them. You can have the most simple product, but if your service is excellent, they will return for more. With that said, you need to follow up on the new leads asap. Remember, a qualified lead has not yet spent money with you. He is still one step away from becoming a customer, and that is where your personalised email or phone call comes in to close the deal.

The most time-consuming part of this is keeping track of all of this. Who did I follow up on? When was it? Was it a call or an email? What was the result of that contact? It becomes easy for you to forget something and that might cost you a sale.

A lot of small companies that do not yet have big budgets cannot afford a proper CRM system. But even if you have one, it is not always wise to add leads in there that might clutter the system. I found that using a spreadsheet as a “stepping stone” is the easiest solution.

It is relatively effortless to automate your online systems to auto-populate a spreadsheet for you and then all you have to do is fill in the blacks. As soon as you contacted someone, make the note. Once that lead becomes a paying customer, then you can transfer them to your CRM system for future follow-ups. If you do not have a CRM system, keep on using the spreadsheet. It works perfectly fine.

“But, keep it simple. Do not over complicate your marketing systems because that can also have the opposite effect of what you are trying to achieve.”

So the thing I would like to end off with is the fact that you need some system to track what you are doing with your leads. Make notes, use colours, be creative. It is a big timesaver if you have that kind of “Digital Assistant” to help you. But, keep it simple. Do not over complicate your marketing systems because that can also have the opposite effect of what you are trying to achieve.

 

Lead Owl

The longer you wait to follow up with a new lead, the quicker you will lose the sale. It is crucial that you respond to a new lead as quickly as possible. I would even say that you have to call them within minutes.

Lead Owl is the most fantastic tool to assist you with this. You get immediate notifications on your phone with all the info you need about your new lead. You can even Call, Email or send a text message straight out of the mobile app.

I highly recommend Lead Owl if you want to speed up your lead followup and if you want to increase your deal conversion rate.

All these qualified hot leads are now streaming in, now what?

Getting al the new customers that are eager to spend money with you is fantastic, but, if you can not pay attention to each one, you might lose a sale and a potential long term client.

Keeping track of who contacted you and who you approached can sometimes be tricky, especially if you do not have systems in place to process this information. I want to explore this a bit and have a look at some things I came across that might make this a bit easier for you.

“That “Wow I need this” feeling that you must create with your prospect is what will get them to react on your call to action”.

For a potential prospect to respond to your ad or call to action, you need to have a fantastic, jaw-dropping offer that they can not say no to. What will make you stand out from your competitors when it comes to your products or services? That “Wow I need this” feeling that you must create with your prospect is what will get them to react on your call to action.

But as soon as someone reacts on that ad or call to action, YOU need to take action. While the step that your prospect just took is still fresh in his/her mind, you need to close the deal. The longer the gap between them taking action and you responding, the more likely it will be that you will lose the sale. People forget easily.

The support and service you offer are (I feel) in most cases much more important than the product you are trying to sell them. You can have the most simple product, but if your service is excellent, they will return for more. With that said, you need to follow up on the new leads asap. Remember, a qualified lead has not yet spent money with you. He is still one step away from becoming a customer, and that is where your personalised email or phone call comes in to close the deal.

The most time-consuming part of this is keeping track of all of this. Who did I follow up on? When was it? Was it a call or an email? What was the result of that contact? It becomes easy for you to forget something and that might cost you a sale.

A lot of small companies that do not yet have big budgets cannot afford a proper CRM system. But even if you have one, it is not always wise to add leads in there that might clutter the system. I found that using a spreadsheet as a “stepping stone” is the easiest solution.

It is relatively effortless to automate your online systems to auto-populate a spreadsheet for you and then all you have to do is fill in the blacks. As soon as you contacted someone, make the note. Once that lead becomes a paying customer, then you can transfer them to your CRM system for future follow-ups. If you do not have a CRM system, keep on using the spreadsheet. It works perfectly fine.

“But, keep it simple. Do not over complicate your marketing systems because that can also have the opposite effect of what you are trying to achieve.”

So the thing I would like to end off with is the fact that you need some system to track what you are doing with your leads. Make notes, use colours, be creative. It is a big timesaver if you have that kind of “Digital Assistant” to help you. But, keep it simple. Do not over complicate your marketing systems because that can also have the opposite effect of what you are trying to achieve.

In the next Blog:
First, however, you need to get these qualified leads. We will explore a lot of different key aspects of this in future, but in the next Step, we will chat about why you should be running special offers and how to successfully do it.

What gets someone to spend money on your business?

What gets someone to spend money on your business?

Why people spend money on your product/service, and why not.

  With businesses popping up everywhere it becomes more difficult, day by day, to get, and retain new clients. I can not give you a solution to this problem but, I can share with you my experience and what I see happening in other businesses.

“We buy for emotional reasons. It might not just be that we are emotional about the product we want to buy, but we have emotions towards the buying process.”

The fact that it is so easy for anyone to start a company means that your competition is getting bigger. This causes very competitive prices, and a result of that is smaller profit margins for you. Getting around this can be tricky because you do not want to drop your prices so far that you go bankrupt, but you also do not want to scare away customers with high prices. How do you approach this?

An interesting thing about potential buyers is that they will always shop around for the lowest price. But for some reason, a lot of people opt for the best quality and not the lowest price.

This tells me that even though we want the “cheapest”, we can always be convinced of the “best.”

That can work to your advantage. The “best” does not necessarily mean the best product. In this case, it means the best service. I’ve found that if I get excellent service from someone, I would instead buy their more expensive product than purchasing the same item from a rude, unfriendly person.

This now circles back to what I touched on in an earlier article, emotions. We buy for emotional reasons. It might not just be that we are emotional about the product we want to buy, but we have emotions towards the buying process.

I guess by now you figured out where I’m going with this: Be nice.

Customers, especially new ones, do appreciate friendliness. Even though you might be going through a bad time, does not mean you should not be friendly and kind towards your customers.

What will get someone to buy your product or service instead of your competitors’ even though you are more expensive?

In my opinion:
1. Make an Emotional connection to your prospect. They need to feel happy about where they are and the decisions they are about to make.
2. Give immaculate service. Know your product like you were the designer and developer. Remember that your prospect does not necessarily know your product so educate them on why they need it.
3. Make your prospect feel like he is the only one. We all know that we are not, but we would like to think so. Be mindful of distractions when you are dealing with your prospect/client. They want your full attention, and you need to give it if you’re going to make the sale.

“The “best” does not necessarily mean the best product. In this case, it means the best service.”

Having better, faster and friendlier service than your competitors, I think, will put you in the “I want to just deal with you” category. As soon as you can achieve that, your business will explode just by word of mouth and referrals. I would love to hear your opinion on this. Get in touch with me or leave a comment. 

 

Why people spend money on your product/service, and why not.

With businesses popping up everywhere it becomes more difficult, day by day, to get, and retain new clients. I can not give you a solution to this problem but, I can share with you my experience and what I see happening in other businesses.

“We buy for emotional reasons. It might not just be that we are emotional about the product we want to buy, but we have emotions towards the buying process.”

The fact that it is so easy for anyone to start a company means that your competition is getting bigger. This causes very competitive prices, and a result of that is smaller profit margins for you. Getting around this can be tricky because you do not want to drop your prices so far that you go bankrupt, but you also do not want to scare away customers with high prices. How do you approach this?

An interesting thing about a potential buyer is that they will always shop around for the lowest price. But for some reason, a lot of people opt for the best quality and not the lowest price. This tells me that even though we want the “cheapest”, we can always be convinced for the “best.” That can work to your advantage.

The “best” does not necessarily mean the best product. In this case, it means the best service.

I’ve found that if I get excellent service from someone, I would instead buy their more expensive product than purchasing the same item from a rude, unfriendly person. This now circles back to what I touched on in an earlier article, emotions.

We buy for emotional reasons. It might not just be that we are emotional about the product we want to buy, but we have emotions towards the buying process.

I guess by now you figured out where I’m going with this: Be nice.
Customers, especially new ones, do appreciate friendliness. Even though you might be going through a bad time does not mean you should not be friendly and kind towards your customers.

What will get someone to buy your product or service instead of your competitors’ even though you are more expensive?
In my opinion:
1. Make an Emotional connection to your prospect. They need to feel happy about where they are and the decisions they are about to make.
2. Give immaculate service. Know your product like you were the designer and developer. Remember that your prospect does not necessarily know your product so educate them on why they need it.
3. Make your prospect feel like he is the only one. We all know that we are not, but we would like to think so. Be mindful about distractions when you are dealing with your prospect/client. They want your full attention, and you need to give it if you’re going to make the sale.

“The “best” does not necessarily mean the best product. In this case, it means the best service.”

Having better, faster and friendlier service than your competitors, I think, will put you in the “I want to just deal with you” category. As soon as you can achieve that, your business will explode just by word of mouth and referrals.

I would love to hear your opinion on this. Get in touch with me or leave a comment.

In the next Blog:
If someone does not trust in your brand, they will not support you. Next time we will be looking at how to get people to believe in your product or service so that they can get to the point of “shopping without thinking.”

Trust in a product or service will make the sale for you.

Trust in a product or service will make the sale for you.

How to get people to trust in your brand.

Before someone buys from you, they need to trust your product/service. Only then will the potential customer have the confidence to spend money with you for the first time. How do you get people to trust in your brand? There are a few things you need to consider.

“Make sure that your customer gets what he pays for.”

Potential prospects need to know you, like you and trust you before they will spend money with you. To achieve that initially might not be easy. But the moment you get someone to trust in your brand, you got the sale.

Here are a few points that I feel is important to get a prospect to know you and trust you:
1. Have High-Quality Products/Service: Make sure that your customer gets what he pays for. Having a cheap product or bad service will sink your business sooner than you would hope.

2. Be an Expert: Know your product better than you know yourself. If a prospect asks you something about what you offer you need to be able to answer him even before he finishes his question. Do not think, do not hesitate. Also share your knowledge of your product, service or industry in the form of a blog or email newsletters. In this way, you can also educate a prospect if he has no idea who you are or what you do to get him ready to make the first purchase.

3. Do not Lie: If you have a bad product, rather stop selling it, than lying about the quality to get the sale. Be honest about what you offer.

4. Believe in yourself and your product: If you do not believe that the product or service you provide is the best, how do you expect your prospect to believe it? And again, if you do not believe in your offer, rather stop selling it and get something you do believe in.

5. Testimonials, Recommendations & Social Proof: Having previous customers sharing their happiness in your product/service is the best tool you have. This counts as proof that you have a superior product or service and that you deliver as you promise.

Let’s look at an example. Apple. They get this right to a point where (I think) they do not need to market anymore. Everyone that is an Apple user will go back to them for an upgrade or replacement without even thinking about it or any hesitation. Why? – The products are of very high quality. – It works. It is expensive, but you get what you pay for. Their social proof network is so big that if you are considering buying an Apple product for the first time, you just need to look at the millions of happy customers to make your final decision.

“Believe in yourself and your product.”

So, in conclusion, I feel that the more someone trusts you, your product, your service or your brand, the easier it will be for you to convert them from a lead into a paying customer. If you have enough warming content like blogs and automated emails in place and you receive high-quality positive testimonials, and social proof, you would be able to spend less time on marketing your brand and more time on closing the next deal.

 

Email Newsletter & Follow-up Software.

ActiveCampaign is probably one of the best email software platforms I came across. Not only is it very affordable but insanely user-friendly and versatile. The fact that you have a visual representation of what your email campaigns will look like make it easy to plan your campaigns.

I highly recommend ActiveCampaign over any other form of email autoresponder software.

Email Marketing - How & Why

Email marketing form a major part of any business and no lead generation or client follow-up campaign can function properly without a proper email automation.Regardless of what platform you use, the strategy stays the same.

Learn how to effectively implement email marketing into your business.

How to get people to trust in your brand

Before someone buys from you, they need to trust your product/service. Only then will the potential customer have the confidence to spend money with you for the first time. How do you get people to trust in your brand? There are a few things you need to consider.

“Make sure that your customer gets what he pays for.”

Potential prospects need to know you, like you and trust you before they will spend money with you. To achieve that initially might not be easy. But the moment you get someone to trust in your brand, you got the sale.

Here are a few points that I feel is important to get a prospect to know you and trust you:
1. Have High-Quality Products/Service: Make sure that your customer gets what he pays for. Having a cheap product or bad service will sink your business sooner than you would hope.
2. Be an Expert: Know your product better than you know yourself. If a prospect asks you something about what you offer you need to be able to answer him even before he finishes his question. Do not think, do not hesitate. Also share your knowledge of your product, service or industry in the form of a blog or email newsletters. In this way, you can also educate a prospect if he has no idea who you are or what you do to get him ready to make the first purchase.
3. Do not Lie: If you have a bad product, rather stop selling it, than lying about the quality to get the sale. Be honest about what you offer.
4. Believe in yourself and your product: If you do not believe that the product or service you provide is the best, how do you expect your prospect to believe it? And again, if you do not believe in your offer, rather stop selling it and get something you do believe in.
5. Testimonials, Recommendations & Social Proof: Having previous customers sharing their happiness in your product/service is the best tool you have. This counts as proof that you have a superior product or service and that you deliver as you promise.

Let’s look at an example. Apple. They get this right to a point where (I think) they do not need to market anymore. Everyone that is an Apple user will go back to them for an upgrade or replacement without even thinking about it or any hesitation. Why? – The products are of very high quality. – It works. It is expensive, but you get what you pay for. Their social proof network is so big that if you are considering buying an Apple product for the first time, you just need to look at the millions of happy customers to make your final decision.

“Believe in yourself and your product.”

So, in conclusion, I feel that the more someone trusts you, your product, your service or your brand, the easier it will be for you to convert them from a lead into a paying customer. If you have enough warming content like blogs and automated emails in place and you receive high-quality positive testimonials, and social proof, you would be able to spend less time on marketing your brand and more time on closing the next deal.

In the next Blog:
Running social media marketing campaigns can be highly effective and can have massive ROI. In the following article, I will explore why social media marketing campaigns usually fail and how to prevent that.

Paid Google Ads – How and Why.

Paid Google Ads – How and Why.

Running Google ads and why you need to pay for it.

It is one of the most frustrating things when you search for your company, product or service in Google and your competitors pop up, and you don’t even see your name. If this happens to you, it also happens to your customers, and that means that you are losing money.

“Make sure that you understand the intricacies of Google.”

Creating effective Google ads can be a complicated task. Implementing them and optimising it can be even worse.

Just having a website and not advertising it is like opening a small shop in the hidden back alleyways of a mall, no one will see it. Do not just rely on search engine picking up your website, metadata or SEO. It is not always good enough. Your competitors will beat you every time someone searches for your product or service.

Spending money on Google ads can easily be one of the most important things you can do as part of your online marketing strategies.

But, as soon as you start using Google a lot of questions suddenly start popping up. Things like: How do you create an ad? Why am I not seeing my ad? Why am I paying so much?

 

When you want to run Google ads, you need to keep a few things in mind:
ADS MANAGER
To run Google ads, you need to have an ads manager where you can create your campaigns, ad groups and ads. The ads manager is not the easiest to figure out, but when you understand it, you can run amazing ads.

KEYWORDS
Keyword, key phrases, negative keywords etc. These are the most important things when designing your ads. Your ad will not be effective if you throw a bunch of keywords at it because you think it is relevant. Having too much (or the wrong) keywords will waste your money. Make sure that you identify 5-10 (max) very relevant keyword/phrases.

OPTIMISING
After your ad has run for a few days, you will be able to collect data from Google to start optimising your ad. This is important because it can save you money. The more relevant and clearly defined you can get your ad, the cheaper it will become to run it (and you can still hit the number 1 spot).

RETARGETING
Implementing retargeting ads can give your business a massive boost. Having a potential customer seeing your brand, product or service all over the internet will only build your reputation and will drive that prospect to your website or landing page.

CALL TO ACTION
Your ad (and the landing page that follows your ad) needs to have a clear call to action. What is the use of telling someone in your ad that he needs your service or product, but when he clicks your ad he has no idea what to do next? It is to easy to get distracted by branding, navigation links and images. Always tell your prospect what to do next.

“Always tell your prospect what to do next.”

Make sure that you understand the intricacies of Google. How the campaign structures work and how you can optimise your efforts. Landing at the top of the search is not only a significant confidence boost for you and your company, if done correctly, it will also give you a high return on investment from new prospects.

 

 

Getting (and keeping) customers to return.

Getting (and keeping) customers to return.

How to get a customer to return and to become a regular repeat customer.

The ideal customer is the person who not only buy one time from you but returns for another purchase. The idea is to get a repeat sale again and again. Ongoing income should be one of your main goals in your business.

“Ongoing income should be one of your main goals in your business.”

Some of the biggest challenges that some companies face is the fact they think that a customer can only buy from them once. If it is the case, then you might need to make some changes in your business.

Another challenge you might face is that for some reason your customers are not motivated enough to return to you. In this case, you might need to rethink your products or the services you offer.

And the last point is that you might not be 100% sure if your customers are satisfied with your product or service. Is it good enough so that they would want to return?

Let’s break this down a bit…

 

MY PRODUCT IS A “ONCE-OFF” BUY.
I spent some time thinking about instances where this might be true, but I can not find something that fits this statement 100%. Almost every type of business I thought of has the opportunity for multiple sales.

Let’s look at a few examples (and solutions):
1 – Wedding Venues: A couple only gets married once (we hope). Yes, that is true, but there are ways to get a return client. Become part of that couples life journey. Do not just focus on their wedding. Start from their engagement. Offer a space for the engagement party and engagement photoshoot. Then the wedding. After that the first anniversary. Birthday parties and other special occasions. Think of anything that you can offer a new couple for the rest of their life. If they like your venue, they will return.

2 – Photographers: The same as with the wedding venues. Become part of their lives. Become friend and partner. They must refer to you as “OUR Photographer” NOT “THE photographer we used at our wedding”.

3 – Jewellers: Don’t just make or sell a ring to someone. Think of how you can build a relationship with your customers. You must know your customers by name (and they must know yours). A customer should be able to “pop-in” at your shop once a month for a quick coffee and, and while she enjoys her coffee, you can quickly clean and service her jewellery.

The list goes on, but the point I want to make is that you need to build a relationship with your customers. Become a part of their journey. Become part of their life.

 

MOTIVATION FOR A CUSTOMER TO RETURN.
You need some motivation, especially at the beginning of a relationship, for a person to return to you and support you again. They don’t know you or trust you yet, so find some incentive for them to consider you a second time. It can be in a range of forms from discount offers, or specials to gift vouchers, coupons or anything that might seem like an attractive deal to them.

Always ask yourself the question: “Why would I return to support myself?” Put yourself in their shoes, and it should become clear as to what you can use as your incentive or motivation.

 

ARE THEY SATISFIED WITH ME OR MY PRODUCTS?
The ultimate goal would be that your product or service is so outstanding that a customer will send you a letter or give you a call to compliment you. When you are receiving compliments or good reviews without asking, it means that you’re are on the right track.

If you do not get that, it might mean that you might have to start looking at your quality of service, or your products.

A great way to find out is to run a survey. Get customers to give their feedback in the form of a questionnaire, reply to an email you sent with a few questions, reply on an sms, comments on Facebook etc.

Think of a way that you can ask your customers (or potential customers) what they like and what they want. According to that, you will be able to determine what changes you need to make.

The key here is to keep it short. One or two questions. Do not spam your customers because that might also drive them away.

“…you need to build a relationship with your customers. Become a part of their journey. Become part of their life.”

In summary, what do you need to consider to get return clients?
1 – Do I have something I can offer them for the rest of their lives?
2 – What offer, solution or benefit do I have to get them to return, and that will improve their lives?
3 – Is my product or service quality good enough for them to want to return?

 

 

 

Handling and processing new leads streaming in.

Handling and processing new leads streaming in.

 

How to handle new leads that stream in from an ad campaign.

 

Having numbers of new leads streaming in from your ad campaign is a big confidence boost for you and your team. From only a few days worth of work, hundreds of potential customers make contact with you or give you their details.

The problem is that they are still just a lead, a potential client. They are not yet paying customers. The easy part is getting these leads. It is a bit more work to convert them into paying customers.

“Respond to a new lead asap. The longer you wait, the sooner you lose the deal.”

I have seen with previous campaigns that only a tiny percentage of leads (around 3-5%) converts into paying customers. That means that for every 100 leads you get, only 3-5 people will become your client. This number is not true for all companies because the more effort you put in, the higher the conversion rate.

The biggest challenge for most companies is to keep track of all these new leads.
“Who did I follow up?”
“Who is ready to buy?”
“Who still needs some warming content before buying?”
“How will I convert these leads into paying customers?”
These are the most common questions that I have to deal with in every new campaign.

 

There are a few things you can consider to make this process from lead to customer easier for yourself:

GATHER THE LEAD INFO INTO A DATABASE.
It is crucial that you create a database for all the new leads from your campaign. Even if it is just a simple spreadsheet, you need to have records of everything (and everyone) in one place.

Using a spreadsheet is the easiest way to keep track of every detail as you can add columns with info as you need it.
Keep track of things like:
– Who are they (Name & Surname)
– Contact info (Email and Phone Number)
– Relevant info for your sale (Do they want your product or do they need more info?)
– First Contact (Did they contact you or the other way around?)
– What was the result of that conversation?
– Did they become a customer eventually?
– Do they want info from you on a monthly basis? (Eg. Newsletters)
– Any other relevant information that you might need in the future.

LEAD FOLLOW UP TIME IS CRUCIAL.
Respond to a new lead asap. The longer you wait, the sooner you lose the deal.

Every day we click on hundreds (if not thousands) of links and buttons on social media. It is easy for someone to forget that they clicked on your ad or that they shared their information with you.

Do not give a prospect time to forget. When a prospect clicked on your ad, he was interested in your product. Catch him in that state of mind. Pick up the phone and call your lead within 15min. Your closing rate will be much higher than the leads you call 30min later. If you find this hard to believe, you are more than welcome to test this with your next campaign.

 

AUTOMATED SYSTEMS.
Consider using an automated message system like email drip campaigns or messages on a platform like Facebook Messenger.

Keeping communication with your leads regularly will keep you fresh in their minds. You can also use this as an opportunity to close a deal, remarked another product/service, or inform them of news in your business.

If done correctly, you can also personalise the emails and messages to make your lead (or client) feel like they are the only one. Wish them a happy birthday. It makes a huge difference in the way they see your business.

 

HAVE YOUR DATABASE OPEN.
When you contact a lead (or when they contact you), it is essential for you to have your database open in front of you. Make notes on what he says and what he wants. You might even get info from him that you can use for a next sale in the future.

Having his info in front of you will also give you the opportunity to talk to him on a personal level. You will not forget his name. You can chat to him about the info he gave to you. You have the opportunity not only to be a salesperson but to become a friend.

 

KEEP YOUR DATABASE “CLEAN”.
Do follow up surveys after each campaign. Ask your database questions to determine if your campaign was successful. The questions you ask will also give you insights on how, and where, you can improve, not only your ads and campaigns but also your sales process and after-sale service.

If a person responds negatively and does not want communication from you, delete them from your database. Do not keep negative clients on your list. It will help you a great deal with your next campaign.

“Do follow up surveys after each campaign.”

So in conclusion, a few key points:
1. Keep track of the leads with a database.
2. Do not waste time before you follow up. Act immediately.
3. Use an automated system to keep in contact with your clients weekly.
4. Have your database open every time you communicate with someone.
5. Do quality and satisfaction follow up surveys.

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