"Why Don't They Return My Calls?!"

from Sarah Robinson 

I hear this lament over and over again from my clients.

“I’ve called them 8 times and they won’t pick up the phone.”

“I leave messages and they don’t call me back.”

I could teach a whole course on this subject – hey maybe I will!  But, today I want to address some very practical reasons your calls go unreturned and give you some very practical solutions.

First, what do you say in your message on the 5th call? “Um, hi, this is Sally and I, um, am still trying to reach you….”  Believe it or not, I’ve heard these very words from many, many direct sellers in coaching sessions.  Not effective or compelling is it?

Second, are you giving them a reason to call you back?  It’s going to take more than the “Call me back before I call you” strategy in today’s market.

Third, do you make contact when you are NOT trying to sell them something?  Meaning, do you call with just a helpful tip (that has to do with your product, of course) or to say “Happy Birthday” with no sales message attached?

And last but not least, how do you bring your contact system under control so that it is warm, friendly and as automated as you can make it so that it does not eat up your time – and still accomplishes the above points?

The solution I use when coaching my clients is called “The Call-Mail-Call” system.  That means you have a strategy on the first call – assume you will get their voicemail and say something like: “Hi Mary, this is Sally with XYZ company.  I am so sorry I missed you.  I am going to pop something in the mail to you that is time sensitive – and you know how the mail is.  I’ll call you in a couple of days to make sure you got it because I don’t want you to miss out!”

Then send a note that is personalized, with their name on it, with a time sensitive offer that expires in no more than 2 weeks.  Give it 3-4 days to arrive and call again.  This time, you can say “Hi Mary, this is Sally.  I just wanted to make sure you got my note with that great special offer.  If your are interested be sure to give me a call by (date) so you can get yours!”

Then leave them alone.

My clients who employ this tactic experience amazing success.  Especially if they alternate with, or even include, a freebie tip on their note. 

You are 1) building relationships 2) focusing on a specific reason for your calls and 3) staying in front of your prospects and clients without being a pest.

Now for the system/automation part.  You can keep a stack of pre-stamped, pre-written postcards on your desk and as you hang up the phone, write “Dear Mary” at the top, address it and pop it in the mail.  The trick here is to keep the same pen handy you used to pre-write the card!

Or you can use a more automated system like www.directsellingsuccesscards.com (yes, this is my brand of Send Out Cards) that lets you send personalized cards, in your handwriting, with a real stamp – all with the push of a button. It is a super easy way to send all those holiday cards you keep wanting to send.

See – here’s the thing – we don’t get personal mail anymore.  An envelope or postcard in the mail box just for us is now interesting and novel – it gets our attention.  Much the same way email used to be novel – and now it is just overwhelming (hmmm…like junk mail!).

We are more likely to read a hand-addressed note that arrives at our door than we are to open yet another email in our inbox or return another call from our overloaded voicemail box. 

It doesn’t really matter how you execute the Call-Mail-Call system – it just matters THAT YOU USE IT!  You will be amazed at how much stronger your relationships will be with those you are trying to communicate with about your products and services.

So give it a try and let me know your results!

Love & Success!
Sarah

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