attracting and keeping customers\clients dr. neil baum new orleans, louisiana

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Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

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Page 1: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Attracting and Keeping Customers\Clients

Dr. Neil Baum

New Orleans, Louisiana

Page 2: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

What will I do for you?

Share with you the M A G I C that will guarantee your success allow to proceed to the jump point and hit the target zone.

Page 3: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

What would I like you to do for me?

• Take a few ideas from this presentation and incorporate them into your professional life

within 72 hours

Page 4: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Rule of 72

“If you have a plan or idea and do not take action on it within 72 hours, chances are you never will.”

Page 5: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

The MOST important question…

“Why do your customers want to do business with you?”

RHM

Page 6: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Why?

• Is your product\service less expensive?

• Is Martin’s wine better?

• Are Crown Buick’s cars cheaper?

• Do T & C’s airline tickets have better seats?

• Is Dr. Smith’s stethoscope better than other physicians’ instruments

Page 7: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

How do I know this?

I am your customer? x

It is the extra service in addition to your outstanding

products\services that attract customers and maintain their loyalty

Page 8: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Five MAGIC Secrets

Page 9: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

SECRET #1

Maximize Your Differences

Page 10: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Maximize Your Differences

• Hours of operation that make you more accessible

• Allow clients\customers to call you at home

• E-mail interaction

• Preferential treatment

• And………………

Page 11: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Emphasize that the product\service comes

with YOU!

Page 12: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

SECRET # 2

Anticipate Their Want And Needs

Page 13: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

What are American Businessmen\Women Thinking?

1. They want to keep the customers that they already have

2. Attract new customers

3. Increase cash flow

4. Improve efficiency

5. Decrease overhead expenses (cont.)

Page 14: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

What are they thinking? (cont)

6. Improve office morale

7. Continuing education

8. Ease of conducting business with you

10. Prevent litigation

Page 15: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

These are the 10 hot buttons of EVERY Businessman\Woman

• Hit these hot buttons….and• The customer will want to do business

with you as you are interested in his\her success x

• How many of these hot buttons are you pushing?

Page 16: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

“The more you know about your customer\client the more likely

he\she will do business with you.”

Harvey MacKay

The MacKay “66”

Page 17: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

The “Baum 10”

1. Name…..DOB

2. Telephone (w), (h), (c) (fax) (E-mail)

3. Address (w) and (h)

4. Education

5. Special areas of interest and expertise(cont)

Page 18: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

“Baum 10” (cont.)

6. Hobbies and recreational activities

7. Martial status, name of spouse, (significant other)

8. Children

9. Conversation interests

10. Other: dining preferences, etc

Page 19: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Bottom Line on Keeping Existing Customers

Remember…. if you’re not in front of the customer (in person or on paper or on his\ her E-mail screen), someone else will be!

AgLt

Page 20: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Two Important Questions:

1. How are you making your customers feel good about you and your products\services?

2. How are you keeping your name in front of your customers on a regular basis and in a positive fashion?

Page 21: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Make Your Customers Feel Good

• “My uncle, John Doe, is your client and he told me how helpful you were

• “I had my car repaired in your service department and the staff was so very kind and helpful.”

• “I sat in your reception area and your customers had such nice compliments about you and your staff.”

Page 22: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Make regular deposits into the Customer’s Bank Account (CBA)

LA

Page 23: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Deposit Into CBADeposit Into CBADear Valued Customer,

We can't wash your dishes. We can't pick up your dry cleaning. We can't change the little light bulb in your refrigerator. We can't make your tuna salad just the way you like it.

Then I realized there was one thing we could do. First-class postal rates went up a penny to 34 cents on January 7, so enclosed you'll find ten 1-cent stamps-a necessity for using up your old 33-centers. Sure, we're only talking 10 cents in value, but hopefully the time you'll save will be worth much more.

 Sincerely,

Jeff Bezos

Page 24: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Remember the staff

Page 25: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Let the customer know you are thinking of him\her even when

you are not conducting business

Page 26: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

The Power of the Note

Page 27: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

The Power of the Note

Lou Holtz and the daily notes–brief

–timely

–handwritten

Page 28: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana
Page 29: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

The Power of the Note

The rabbi and the bird

Page 30: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Dear Craig,

I have just heard of your wonderful good deed in saving a little bird from dying in the pool. I am very proud of you for doing such a “mitzvah”. Whenever you hear the birds chirping, you can be sure they are singing your praises. Well done, Craig.

Rabbi Cohn

Page 31: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Have impeccable, stellar follow-up

Page 32: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Bottom Line: The Power of the Note

See that your name crosses the mind and the desk of the customer and his\her staff as frequently as possible and in a positive fashion

Page 33: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

SECRET #3

Go Above and Beyond

Page 34: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

The importance of the “little extra”

• Water gets really hot at 211o F

• But only at 212o F does it boils

• When it boils, it creates steam

Page 35: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Getting to the Jump Point

• Packing your chute x

• Providing you with an emergency chute

• Flying you right over the target

Page 36: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

SECRET #4

Increase your knowledge and sales skills

Page 37: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

The only difference of where you are today and where you will be in 5 years are the people you meet, the CDs you listen to and the books that you read!

Neil Baum

Page 38: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Take home message….

“An investment in knowledge always pays the best dividends.”

Ben Franklin

Para

Page 39: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Secret #5

Courage to CLOSE the sale

Page 40: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Why will the customer want to get on that plane with you and jump

out of that plane together at 35,000 feet above the ground?

Page 41: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Attracting new business

H

Page 42: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Some “Hot” Ideas To Some “Hot” Ideas To Attract New BusinessAttract New Business

Page 43: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Attracting NEW ClientsAttracting NEW Clients

• Identify their needs, wants, problems and issues

• Send agenda letter-mention the benefits and the distinct advantages that you can offer

• Telephone call requesting a meeting

• Send follow-up note after your first meeting

Page 44: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Attracting New Clients

Craig Baum story

Page 45: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Attracting New Clients

Say “thank you” even when the customer says “no”

Page 46: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

My opinion on customers who say “no”

If a customer says “no”, it only means they don’t have enough information!

Page 47: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Attracting New Customers

• By providing outstanding service to your existing clients\customers you become a “magnet” and attract new business

CZ

Page 48: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Asking For New Business

• “ASK and you shall receive!”

• It is not a sin to ask for referrals

Page 49: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Dear Colleagues,I would like to give you my experience with John Morise and the microwave thermotherapy for BPH. I have been using the Urologix technology, transurethral microwave thermotherapy (TUMT) with the new cooled catheter, for the past 18 months and have had a very favorable experience and outcomes using this minimally invasive treatment for BPH. Initially I was doing 3-5 procedures a month using a mobile unit. I then obtained a machine for my office and have increased my utilization to 8-10 procedures every month. John Morise, the Urolgix sales representative, arranged for me to attend a course in Minneapolis on marketing and utilization of the technology and, as a result, I was able to increase the number of procedures in patients within my own practice. Now, I have satisfied patients telling their friends about the technology and have patients referring new patients to my practice.Mr. Morise was also helpful in training my technician. We were able to do several cases with nurses sent by Urologix to train my technician. We were able improve the efficiency of the procedure and can easily do 3-4 cases in an afternoon without any stress on the technician or the office staff.Mr. Morise has also provided me with ample educational materials so that I can educate all patients with BPH about the technology and offer them videos, DVDs, and print material that explains the procedure, risks, and complications. I would be happy to answer any questions you may have about the procedure and would make my office available to you and your technician to observe a few procedures.I look forward to hearing from you.Neil Baum

Page 50: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Take home message…

Polite

Persistence

Pay$

Page 51: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

My take home message to you..

What does it take- Execution

- Courage

Page 52: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Final message on closing the sale

• It takes your courage and your execution to close the sale

Page 53: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Summary

• M MAXMIZE your difference

• A ANTICIPATE their needs and wants

• G GO above and beyond

• I INCREASE your knowledge and….

• C CLOSE the sale

Page 54: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Conclusion

So………..

Let’s All Jump!!

Page 55: Attracting and Keeping Customers\Clients Dr. Neil Baum New Orleans, Louisiana

Any Questions?