Give your customers some “phone sex” today.

Photo by klynslis / Flikr

Do it right now. Or before you start your weekend.

Call five customers. Then call five who abandoned your product or service, or failed to hit “buy” in the first place.

For the customers: Thank them for their business. Learn what they like, what they don’t, what features they use most often and which they haven’t and why. Ask them how they found you. Find out if they’ve ever referred you.

For abandoners: Thank them for taking a look at your product/service/site and assure them this is not a sales call. Ask how they found you in the first place, what do they now do instead, did they choose a competitor or choose not to act…and where does the problem you’re solving for them rank on their list of “top 5 things to do” and is there any way you can change it?

For both: Whether you reach the customer or not, think of the call as “phone sex:” Positive, warm, enthusiastic (yet totally asexual) upbeat commentary. Some things to say:

  • I am the (insert big shot title here) just calling to thank you
  • This is absolutely not a sales call, just calling to thank you for…
  • I’m eager to learn about your experience with our product, good or bad
  • Would welcome any ideas you have about how we can make you happier…or happy

Bonus: I’ll send a free autographed Startup Owner’s Manual to the person who hits “comment” below and posts the best experience triggered by this suggestion. We’ll all learn a lot…not just today…but every time you do this.

Bob Dorf speaks with, coaches and trains startups in lean customer development all over the world. He blogs at dorfonstartups.com and tweets @bobdorf.

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3 thoughts on “Give your customers some “phone sex” today.

  1. That makes a lot of sense. I have been considering starting a Courier Service.
    I have been driving professionally for 15 years why not branch out on my own?
    I need to pin down my clientel and start asking if they care.
    Thanks Mr. Dorf.

  2. Hello Bob,

    The questions you pose above are more about good old fashioned customer interaction which is missing all too often with the advent of Big Data analytics. Though you can learn much from big data it still can’t tell you why someone didn’t buy or what they dislike about your product and can’t help you improve it. The Big Data can “help” you in knowing the who, what, and where of who is buying your product but not the “why they aren’t buying”. Sometimes that interaction leads to a strong brand ambassador as well.

    I had developed a consumer product for the marketplace and my wife couldn’t understand why I started carrying inventory of the product in white as well as the original black color. I simply had to tell her that people were asking me “Does it come in white as well”? They were telling me that if it was in white they would buy it…

    Approached the proper way, people like to share their thoughts with the inventor or the business owner – they feel empowered and their direct feedback is going straight to the person who can implement the change.

  3. Parveen Express Courier & Cargo services are the best Supply chain solutions provider in Chennai. Call now 91 9791020275 for Freight services chennai.”

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