Presented by Cathy Connors

ALARMING STATISTICS

• The #1 reason a customer does not come back… they forgot about you.

• 95% of your happy customers will purchase from a competitor on an impulse.

• For each month that you don’t communicate with your customers, you lose 10% of your influence.

HINT: They’re already in YOUR back yard!

67% of business today is driven by personal referral and word-of-mouth.

What are you doing to attract referrals?

What are you doing to maintain customer loyalty?

91% of customers say they would give referrals, but 80% have

not been encouraged to do so.

HOW I DID IT…

Became more intentional about getting to know people as people.

Made them feel valued by expressing appreciation and remembering their birthday

Built a know-like-trust relationship

Increased my top-of-mind awareness so I am REMEMBERED.

“People don’t care how much you know until they know how much you care.”

• The better you are at MASTERING RELATIONSHIPS, the better you will be at thriving in your personal and business life.

• Why? People can research anything online they want to gain knowledge about.

• Differentiate yourself by showing people how much you care.

3 Core Principles of Relationship Marketing

1. Reach out in the spirit of building relationships first (80% of the time) and marketing second (20% of the time).

2. Build a personal brand with friendship, celebration and service.

3. Master the bridge between high-tech and personal touch.

Opportunities to Build Relationships

• Thank you • Birthday • Holiday (Thanksgiving, Valentine’s Day, etc.) • Recognition/congratulations (promotions,

graduation, awards, etc.) • Gratitude • Lifestyle Celebrations (births, weddings,

retirement, etc.)

Get the address and birthday of people you meet

so you can keep in touch and stay top-of-mind!

Visit my book website for more tips! www.TheMusicOfYourHeart.com

“It doesn’t matter how much someone knows, likes and trusts you if they don’t REMEMBER you when they’re ready to make a buying decision.”

- Kathy Paauw

How are you staying TOP-OF-MIND?

NETWORKING

The most powerful marketing of all...

"People will forget what you said, people will forget what you did,

but people will never forget

how you made them feel." -Maya Angelou

Be remembered as someone who

makes others fee VALUED!

Mary Kay Ash’s key to success:

“Make your people feel important.”

Mary Kay Cosmetics ($1.2 billion empire)

She taught her sales reps to send three handwritten thank you notes every night before bed.

Tom Hopkins Thank you Note Habit

• Within 5 years he went from making less than $50

a month in Real Estate to building an ANNUAL sales volume of over $14 million

• SECRET WEAPON: 10 hand-written thank you cards every single day

• 99% of his business by referral within 3 years

Tom Hopkins: Thank You Note Habit

• Thank you for talking with me on the telephone.

• Thank you for meeting with me.

• Thank you for your business.

• Thank you for your kind referral.

• Thank you for the excellent service you have provided for me.

• Thank you for taking your time to consider letting me serve you

(after first refusal).

• Thank you for taking your time to analyze my services

(after they bought from someone else).

• Thank you for using our service/product

(sent at one year anniversary).

Joe Girard was born during the depression in one of the most deplorable ghettos in Detroit.

How successful did Joe become? • The Guinness Book of World Records: "World's Greatest Retail

Salesman" for 12 consecutive years. • Sold an average of 6 cars everyday. • Sold 13,001 cars during his selling career… all at retail. What was his secret? He built and maintained relationships. Joe sent 13 cards to each of his prospects and clients every year. He created top-of-mind awareness by keeping in touch with them.

What kinds of cards did Joe send?*

• Thank you notes • Cards of encouragement • Cards of congratulations (wedding, baby, job promotion) • Birthday cards • Holiday cards (Season’s Greetings, Valentines, etc.) • Helpful news and information • Small gifts to his best customers and referral partners

*An automated system was not available at the time, so Joe hired three full-time employees to buy his

cards and handwrite messages for him.

Two Case Studies: • Las Vegas cocktail waitress

• Friend applying for a job at Amazon

Opportunities to be remembered as someone who makes others feel valued:

• Gratitude (just because) • Birthday • Anniversary (wedding, annual renewal, closing) • Congratulations (baby, engagement, wedding) • Thank you (business, referral, gift, hosted meal) • Sympathy • Apology • Holidays

DO NOT MIX THESE WITH MARKETING! (no business cards)

Send a Personalized Greeting Card

How many cards would you

LIKE to send each month to family and friends…

if you had a

convenient and affordable

way to do so?

How many cards do you

NEED to send each day or each month…

To stay top-of-mind and be set apart from your competition?

Do you say to yourself,

“I can’t afford it!” ?

You can’t afford NOT to!

• The cost of acquiring a new customer is 4-30

times more than the cost of keeping an existing

one (depending on the industry or market sector

your customers are in).

• 5% improvement in customer retention equals

25%-85% improvement in profitability.

• 62% of your customers are not taking advantage

of all of the products or services you offer.

The #1 reason customers leave to do business with someone else:

PERCEIVED INDIFFERENCE

(68% of customer defection is because they think you do not care!)

Become a CHAMPION thank-you note sender!

"Who does not thank for little will not thank for much." ~Estonian Proverb

Did a great job – I know, like and trust him! Offers other services I could use – roof & gutter

cleaning, walkway/driveway pressure washing Had more work than he could handle by himself,

and wanted to attract more business so he could afford to hire more help.

I have not heard from him since May, 2009.

For each month you don’t make contact, you lose 10% of your influence.

OOPS! How will I remember his name and how to

contact him?

Will he get my repeat business/referrals?

It costs a lot more to acquire a new customer

than it does to retain an existing one.

What are YOU doing to be remembered by YOUR

customers, prospects and referral partners?

Idea: Send four customized and personalized stay-in-touch cards a year, using automated campaign feature.

Cost: $5.76 (including postage) and a little time to set it up and click “send” ONCE.

ROI: Service visits yield $200-$500; ROI well worth $5.76 to keep me as a customer and attract referrals, too!

IDEA: Each quarter the customer receives a valuable tip that is relevant to household maintenance needed for that time of year. Example:

Spring card: “Here’s my recipe for the cleaning solution I use for streak-free windows. If you find that you don’t have time to clean the windows yourself, I’d be delighted to assist you. Just give me a call.”

• Each person in your network can connect you to 250 people... that equates to 25,000 potential connections!

• A well maintained network of only 100 people can lead to millions of dollars in business over time.

• Make a list of your top 100 clients and differentiate yourself from your competition by following a simple inexpensive plan that takes less than 5 minutes per day.

• Create and send a real paper greeting card on the Internet without

leaving your office.

• Send a card campaign (same card or series of cards personalized

to multiple recipients) with one click of a mouse.

• Send completely customized cards with your own graphics,

handwriting, signature and personal message.

• Cards are less than $1.

• SendOutCards does the labor -- they print, address, stuff, stamp

and take to the post office for you. I sent my holiday card

campaign to 826 people with a single mouse click.

• Include gifts and gift cards with your greeting card.

Why multiple contacts?

The average prospect will not do business with you until they have seen or heard

from you at least 7 times.

Campaign: Great to meet you

Campaign: Tangled Whale (encouragement)

Campaign: Making a Difference (appreciation)

Campaign: Christmas Card

Sent to 826 people with a single mouse click!

Multiple-Piece Campaigns

• Create, send and forget (and be remembered!)

• Don’t have time to create your own? Purchase professionally designed ready-to-go campaigns, add your contact information & signature:

• General stay in touch • Generic referrals • Holiday cards • Real Estate Agents • Mortgage Brokers • Insurance Agents

• Accountants • Dentists • Chiropractors • Attorneys • Carpet Cleaners • SendOutCards

QUARTERLY POSTCARD

$0.39 postcard

$0.34 stamp

$0.73 x 4 = $2.92 per person/yr.

QUARTERLY GREETING CARD

$1.17 card

$0.49 stamp

$1.66 x 4 = $6.64 per person/yr.

What would that kind of

TOP-OF-MIND AWARENESS

be worth to you?

What you send out comes back!

Be a part of creating a Revolution of Kindness: Send a free card on me!

Ask me about how you can get paid to share it with others and save money

Contact me at: Cathynd95@gmail.com or visit my website

www.SendOutCards.com/cathyconnors