In this episode, Kristina talks about the varied ways customers can communicate with your business and why your communication style may be getting you or costing you clients!
How many ways can your clients reach out to you? Besides phone, email & text, you also need to consider that someone may be trying to reach you through social media direct messaging. Are your notifications turned on? Do you even know? YOU MAY BE MISSING OUT ON BUSINESS!
Your communication - through all channels - should be a reflection of your business’s personality and branding. Does your current communication style, response time, follow-up, tone and helpfulness reflect that?
Response time can get you or cost you clients! If you can’t respond right away, do you have automated systems in place to give potential new clients realistic expectations of when they will hear back from you?
BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER why your business’s communication style may be getting you or costing you new customers!
Join our free, private Facebook Group facebook.com/groups/gmswp where we post weekly teasers, podcast news, additional marketing tips and any of Kristina’s upcoming marketing offerings that can help you scale your business.
Visit our website to send us a message or record a voicemail geniusmarketingsolutionspodcast.com and share with us your marketing pain points or any topics you would like to be considered for an upcoming episode.
Connect with the host:
Kristina Stubblefield - www.kristinastubblefield.com social media @kristinastubblefield
Kristina Stubblefield 0:00
Don't miss this episode, I'm talking about the varied ways customers can communicate with your business, and why your communication style may be getting you or costing you clients. Welcome to genius Marketing Solutions podcast. Hi, my name is Kristina Stubblefield. For over 15 years, I've served as a marketing strategist in coach. Also, I was once a wedding vendor. In my podcast episodes, I'm providing bite sized, digestible marketing solutions and information that can be immediately implemented, and make an impact on your business. Now, let's dive in to this episode. Now, before we dive into this episode, I just want to take a quick moment and share with you my listener of the week. And this comes from Carrie. She says Christina is a rock star. Everything Christina does is so smart and bold, and her podcast is no exception. It's techie, strategic, accessible, and delivered with wirey humor. Love it. Thank you so much, Carrie, I really appreciate that you took time to write a review. That means a lot to me. So thank you very much. If you're listening out there, and you like what you hear, please make sure you subscribe on your favorite podcast platform. I'm on all of them. The major ones if you're looking for one is Google podcast, Apple podcast, as well as Spotify. That's just the top three that come to my mind. But if those are not the ones you're looking for, just go to my website, click the subscribe button, and you'll see a whole list of them there. So let's hop into this topic. Now this one's probably going to be a short and sweet episode. I tend to do those sometimes. But I want to talk to you all about communication. Oh goodness, what does Kristina mean about this topic, I want to talk to you about how important how you communicate can be for your business. Okay, now which direction Am I going? I'm talking about No matter if a current client, someone that's interested in your service, or someone that you're not sure that it's going to be a good fit, what whoever's communicating with you could be by text message, could be phone call, could be email, could be direct messages on all the different social media platforms that allow that I know it is a lot to keep up with these days. But what you don't want to have happen is you not have your notifications turned on. Where if someone direct messages you or DMS you, as they call it on Instagram, or send you a Facebook message to your business page, and you don't know it, because you don't have your notifications turned on? Because that can be a bad reflection on your business. Are you not in business anymore? Are you too busy, get back to that person. You just didn't have your notifications turned on. And if you're trying to book business, book new clients, you want to make sure that your communication is on point. And really what I want to stick to in this topic is a few main points about that. No matter how you're communicating with an with a client or potential client, that's what I'm going to stick to in this episode. It's a direct reflection of your business. I would just encourage you if you're replying to a text message, that's one thing. If you're replying to an email, it's important to stick to correct. capitalization sentence format, you're a wedding professional, or you're a professional, whatever industry you're in that you may be listening to this podcast. Your email should reflect that an email communication is completely different than replying to a text message. Now people ask me a lot about social media messages. Okay, I'm just going to call messages whether it's Facebook messages, Instagram, DMS, any of the other things that you can get. I tell them to stick to their business branding in their personality. At the end of the day, it needs to be a good fit for you and for that client. There's no use in trying to be someone you're not
Now does that mean, if someone messages you, let's just say you get a Facebook message. Are you available on such and such date? Do I recommend that you reply back and say no? If you're not available? No, I don't recommend that. Now we can go off on a whole other subject about if you're not available. What do you have in place? Are you in networking groups where you refer other people? Do you work specifically with another business or two, and you want to refer them? Now that's a whole other podcast episode in itself. But what I want to stick to his, your level of professionalism when you reply, they may not know you from Adam. And a response of no can come off as rude, unprofessional. The list can go on and on. Think about it from a customer service standpoint, no matter if they're a current customer, or current client, or they're a potential client. How do you want your business reflected in that response? Or maybe you're sending a message out? And it's not a response? How do you want your business to be viewed, I would hope as a professional, that's what we're going for here. The other thing I want to talk to you about is response time, don't let a Facebook message come in. And it takes three or four days to reply. Unless you have somewhere that it can take five to seven days for us to reply. Now, I know there's people out there that are really busy, and kudos to them for being busy. And they have a response that if you email them, or you message them on Facebook, you get a response back that says thank you for your message, we will be in contact within five to seven days, I've seen it, I appreciate it, they have set the expectation that I am not going to hear anything back from them for five to seven days. So the response time, you can be judged as a business for your response time. Now, I don't want to book that wedding DJ, because it took him three or four days to get back to me, he may be available for my date. But I want somebody that, that replies quicker than that. I'm just putting this out here for you all to think about this can get you a new client or cost you a client. I've already mentioned about the tone of your message, how you want that message to be perceived. We all can reply quickly. And we've got 10 or 12 things going on at one time. And we can send a you know one line or one sentence reply. Think about especially if you have not worked with that client before. And they're inquiring on your services, how the tone of your message is going to be perceived? Also, as I mentioned before, if you're not available if they're inquiring on a certain date. What's your level of helpfulness. Now, what in the world does Kristina mean about helpfulness? Well, they've turned to you to ask if you're available for that date, you could be the only person that they've asked in your category. What level of help do you want to provide to them? Are you so busy that it doesn't matter? And we can go back? And we can say are you part of a networking group? Or are is your friend in your same industry or category? Or maybe you have other professionals that you recommend? If you're booked, take the extra moment or two to put those people's contact information in that response. Instead of No, I'm not available for that date. Maybe it's thank you for reaching out. I'm sorry, I'm not available for your date. However, I have worked with or I recommend the list below that offer the same services that I do. That level of helpfulness can really resonate with people because maybe you were booked for their event, but their sister or brother or friend who's going to get married soon. Maybe they will think to share your information with them. You just never know where your connections and your contacts were those can lead to
the other thing that I will mention when I want to talk about these core parts Communication is a follow up. If you tell a person that you're going to get back to him, you got to check your calendar and you're going to get back to them, make sure you do that. Make sure your level of follow up is what you have set for those expectations. Hey, I'm going to let you know in two to three days, make sure you do it in two to three days. Hey, I'm going to give you some time to review my contract. And I'm going to follow up with you in a week. There are a whole nother episode have follow up tools and software's that are out there. But if you don't have something, one of the immediate things you can do is set a reminder in your calendar. And it doesn't matter to me, if it's a paper calendar, or calendar on your smartphone or your tablet, however you do it, put it in your calendar as a follow up. Because that can be the difference of you booking that client or never hearing from them again. And again, I'm gonna go back to you never know where those connections or contacts can lead to down the road. These are just some things that I had at the top of my mind, when I deal with wedding professionals. These topics come up over and over and over again. And the whole point of this podcast was to share with you tools and tips that can help you with marketing your business can help you grow your business. And that's why I wanted to cover this topic. These are things that people might not always like to discuss that where they shy away from, but I'm coming at it head on, it's the hard truth. And if that's what you need to hear to make an impact in your business, that's what I'm going to deliver to you. Because at the end of the day until you hear some of these tips, and how maybe this is one of these items that I touched on, you hadn't thought about it like, Okay, I'm sending back one liners I'm never hearing from these people again, you haven't thought about it from the other side of the coin. Even thought about it how people could be perceiving your communication, no matter what form it comes in. And trust me I've already discussed it can come in many forms these days with social media and email and text and phone calls, who the list goes on and on. So remember, your communication should be a representation. I'm sorry, your communication is a representation of your business. Always keep that in the back of your mind when you're communicating with clients or potential clients. I hope you've enjoyed and can take something away from this episode. Thank you so much for tuning in. I hope you will join my facebook group where we drop other tips and information. There'll be workshops coming up go to genius Marketing Solutions podcast.com. And you can join the Facebook group from there. Also, if you like what you're hearing, take a minute, click the subscribe button and write me a review. I look forward to hearing from you all go to my website and click the contact button if you have questions in regards to marketing, or topics you want me to cover. Just take a moment and do that. I've read each and every one of them. I thank you so much for tuning in. Until next time, see ya. Thank you for tuning in to this episode of genius marketing solutions. If you would like to get notified of upcoming episodes, make sure to click the subscribe button on your favorite podcast platform. We welcome any feedback from topic ideas to questions you may have. You can visit our website for previous episodes or to send us a message visit genius Marketing Solutions podcast.com
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