Double Your Business in ONE YEAR

Presented by Kathy Paauw

Kathy PaauwCertified Business & Personal Coach

Productivity Consultant

Business owner since 1995

Kathy PaauwRelationship Marketing Consultant

Gratitude Coach

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.

Are you looking in the wrong place for

customers?

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 maintain customer loyalty (repeat business)?

What are you doing to attract referrals?

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

not been encouraged to do so.

REFERRALSTo ask or not to ask…that is the question!

If you don’t ASK, you don’t GET!OR

Don’t ASK for referrals, DESERVE them!

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 always REMEMBERED.

“People don’t care how much you know

until they know how much you care.”-John Maxwell

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

• People can find anything online.

Differentiate yourself by showing how much you care.

• People don’t buy products or services. They buy you.

• They buy stories, ideas, solutions, strategies.

• Your product / service means little without the context of what it will do for your customer!

“People don’t buy what you do, they buy why you do it.”

-Simon Sinek

• Is this about you and your FEATURES, or about them and how they will BENEFIT?

Features vs.

Benefits

Valuable TipTwo of the most powerful words in the English language: You and Your

I will provide… vs.You will receive…

 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 your personal brand with:• Friendship: develop through texts, calls, cards, and the web (social

media, etc.) • Celebration: celebrate your clients through pictures, gifts and the

written word• Service: offer stellar service that will not be forgotten

3. Master the bridge between high-tech and personal touch by implementing a system that will allow you to stay in touch with your clients and prospects, in a personal way, utilizing the convenience of your PC, tablet, and hand held device.

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?

The most powerful marketing of all...

Be remembered as someone who makes others feel VALUED!

Mary Kay Ash’s key to success:

“Make your people feel important.”

Mary Kay Cosmetics ($1.2 billion empire)

She taught her consultants to send 3 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 more than $14 million

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

• 99% of his business was 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 12 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 (get well)• Cards of congratulations (wedding, baby, job promotion)• Birthday cards• Holiday cards (Season’s Greetings, Valentines, Thanksgiving)• 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.

Case Study:Las Vegas cocktail waitress

Opportunities to be remembered as

someone who makes others feel valued:

• Express gratitude • Birthday• Anniversary (annual renewal, major purchase)• Congratulations (baby, engagement, wedding,

retirement)• Recognition (promotions, awards, graduation, etc.)• Thank you (business, referral, gift, hosted meal)• Sympathy• Apology• Holidays (Thanksgiving, Valentine’s Day, etc.)

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

Send a Personalized Greeting Card

CUSTOMER RETENTION

The cost of RETAINING an existing customer is 10% the cost of ACQUIRING a new customer.

A 5% improvement in customer RETENTION equals 25-85% improvement in profitability:• Reduces marketing costs• Easier to upsell existing customers

• 48% of sales people never follow up with a prospect• 25% of sales people make a second contact and stop• 12% of sales people only make three contacts and stop• Only 10% of sales people make more than three

contacts

• 2% of sales are made on the first contact• 3% of sales are made on the 2nd contact• 5% of sales are made on the 3rd contact• 10% of sales are made on the 4th contact• 80% of sales are made between the 5th -12th

contact

SALES STATISTICS

FACT: 80% OF SALESare made between the 5th-12th

contact

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.

CASE STUDYWindow Washer

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?

CASE STUDY: Window Washer

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 five customized and personalized stay-in-touch cards a year, using an automated system.

Cost: $8.30 (including postage) and a little time to set up your cards and your recipient list, then click “send” once.

ROI: Service visits yield $200-$500; ROI well worth $8.30 to keep me as a customer and attract referrals, too!

CASE STUDY: Window Washer

IDEA: Send a thank you, birthday card, two holiday cards (ex: Valentine, Thanksgiving), and one card with a valuable tip that is relevant to household maintenance needed for that time of year. Example:

Spring card: “Here’s my recipe for the streak-free window cleaning solution I used on your 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.”

You say to yourself …

“I can’t afford it!”

or

“I don’t have time!”

You can’t afford NOT to!

Activities• Online: social media,

website capture pages, blogs

• Offline: direct mail, event marketing, networking

Opportunities• Thank you, birthday, holiday• Recognition• Lifestyle & celebration• Marketing & promotion

Vehicles• Texting• Phone calls• Email• Web/social media• Face-to-face• Greeting cards

Memory Jogger• Family• Friends• Professionals• Service providers• Salespeople• Facebook friends• Cell phone contacts

Plug the leaks and get your sales cycle spinning faster!

When you build the

relationship, prospects become

customers!

When you build the relationship,

customers become repeat

customers & give you referrals!

Do you keep collecting more contacts but have no plan?

• The average person has 250 people in their network. Each can connect you to their 250 people... that equates to 62,500 potential connections!

• A well-maintained network of only 100 people can lead to millions of dollars in business over time when you stay in touch and build those relationships.

• Make a list of your top 100 clients and differentiate yourself from your competition by following a simple inexpensive plan to keep in touch and build relationships.

Power of Networking

The Internet has

COLLAPSED INEFFICIENCIES!

What Amazon did for books…What Netflix did for movies…What iTunes did for music…

• Create and send a real paper greeting card from the Internet. without leaving your home or office.

• Send a 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.

• Card and labor (printing, addressing, stuffing, stamping and taking to the post office) costs only $1.17 per card!

• Include gifts and gift cards with your greeting card.

High Tech,High Touch!

NOT an

E-Card,

but a

REAL card!

SYSTEM: Saving You Significant Time Energy Money

…is now available for cards and gifts!

Law of AttractionWhat you send out comes back!

Case Study: Real Estate agent: Elizabeth Ward SmallNational Top Producing REALTORBurlington, NC

Sent 12 postcards (one/month) to 240 households in her region

Law of Attraction

NOVEMBER BLANKET & COAT DRIVE

DECEMBER TOYS FOR

TOTS DRIVE

GratitudeWhat you send out comes back!

Case Study: Real Estate Broker: Jay McHugh

“In 2008 I took my Real Estate Brokerage from 5 offices and 47 agents to 14 offices and 300 agents simply by using a system, which we call “Random Acts of Cardness.”  

We are on pace to sell $1 Billion of Real Estate in 2015 -- a 41% increase in 2 years, thanks to the system we have been using to express gratitude and stay in touch with our clients and other important people.”

Case Study: Realtor Jim McCord

Card sent to his client who bought a home last year. The client opened a new dental office and was mentioned in the local paper. The Realtor put the article on the front of a card and sent it with some brownies.

How would receiving a card like this make

YOU FEEL?

Celebration

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

Template in

campaign

Campaign: Tangled Whale(encouragement)

Campaign: Making a Difference

(appreciation)

Campaign: Christmas Card

Sent to 826 people with a single mouse click!

How are you being remembered?

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!

Learn more about the system I have been using since 2005

Contact the person who invited you to this webinar and request a test-drive of the system…

OR

Schedule a complimentary 30-minute consultation with me at this link: www.ConnectWithKathy.com