Author: Chief Heartrepreneur®

Why Don’t Customers Stay Long Term?

Have you ever scratched your head wondering why you aren’t able to retain your customers?  You think you have provided a great product or great service and they seem happy and then they don’t stick with your company and either buy somewhere else or stop using products or services like yours.

Let me break through this confusion.

Customers who don’t feel special and acknowledged, and cared for and who aren’t communicated with regularly, will shop around or just stop using the products and services they have been buying. If customers aren’t seeing the value, outcomes or results from your products and services they will quickly be gone.  So what do you do as a business owner to really satisfy customers?

First, during your sales process, you must be completely honest and transparent and authentic. If your product or service can not give a customer the outcome they want then do not sell to them. Next, as soon as they make their first purchase reinforce their purchase with a card, or a call, or a small gift or extra bonus or free sample. Remind them that you care and they matter and thank them for being your customer.

Then, every month or two months send them a note or card or call them to check in and see how they are doing and what else they might need.

Let me contrast satisfaction with a true story.

I shopped at a women’s clothing store recently that I had been to many times. They didn’t recognize me or call me by name. No one came to assist me. When I finally selected a HUGE amount of clothing, no one seemed to want to ring up my order. I finally purchased with my mind made up never to return and I shared this incident with at least 20 women I know.  That’s what a dissatisfied customer does.

About a month after that experience, I wandered into a new women’s clothing store in my town. They were excited to welcome me and helped me shop and got me a dressing room and kept asking if I needed anything. They provided a bottle of water, as well.  When I went to purchase they were delightful.

The next day, one of the folks from the store called to say how happy they were that I shopped with them and to ask if I was pleased with the experience.  Over the next few months, I have received emails, phone calls and postcards and each one provided value and showed me they care about me as their customer.

I’ve told about 30 women to shop there!

Take a look at your customer satisfaction actions.

How can you ramp them up?

Want help? Just ask!

Want To Generate Leads?

Let’s face it, without leads you will not remain in business. You must be generating leads that convert into paying customers to have a viable business.  Many business owners struggle to find leads. They spend time networking, they spend money advertising in newspapers or magazines or on the radio or TV, they send out press releases, they exhibit at trade shows, they spend hours on social media, they create blogs, podcasts and more and more content, and they hope their website will bring in leads, and then they wait for their phone to ring or prospects to walk in the door.

I have found that what most small business owners do to get leads is wrong. The amount of money spent to generate leads can put you out of business if you aren’t getting results and are not generating a lot of hot leads for a low cost.  So how can you actually use a strategy that brings you leads for a low cost?

The Answer Is…

My strategy for my clients is pay per click (PPC). I’ve been helping business owners leverage their marketing and their PPC lead generation strategies and exponentially leveraging their marketing results. Some of my clients had never used things like Facebook ads or google pay per click and even asked me questions like, “What is PPC?”.  Others, on the opposite spectrum, had engaged a pay per click advertising firm and were disappointed with the results finding that they were spending way too much on the pay per click ads and not generating enough quality leads for this strategy to make sense.

Here’s how my clients use PPC in a cost effective way and really make use of this valuable lead generation tool.

First, I make sure my clients understand the difference between strategic marketing and tactical marketing. Strategic marketing is the content of their PPC ad.  It’s what they say and how they say it and the colors and focus and words and images and concepts of the ad itself.  Tactical marketing is the execution of strategic marketing. In other words, executing the pay per click strategy.

When we create ads for clients we make certain the ad will interrupt, engage, educate and offer. We drive people to a free report or a free webinar (called a lead magnet) and then we capture the prospect’s contact information in exchange for giving them the lead magnet. From then on we actively market to them until they buy or say stop.

We start our ad budget with only $40.00 and we spend a lot of time selecting the exact target market and very narrow, specific niche. In this way, we are certain we are reaching our ideal target prospects.

If the $40.00 ad brings in hot prospects and we are able to close one or two people, we double the ad spend.

If the ad failed and missed its mark we either tweak the ad or tweak the audience – one or the other. Then we spend $40.00 to re-test the ad.  If we tweaked the audience and that didn’t work, we then tweak the ad.  If we tweaked the ad and that didn’t work, we tweak the audience.

We’ve used this formula successfully in our own business and for our clients.

Would you like a 45-minute consultant guaranteed to find you $10,000 in your business?  We are happy to help and to review your ads at that time. Ask for your no obligation consult.


Can YOU Answer This Question? 

I know this might sound a bit simple. Tell me what satisfy means … yet when I ask this question at my live events or on my coaching calls or discuss this with my mastermind clients, I realize that many business owners don’t focus a lot of attention on the deep answer to this question.

So, what does satisfy mean – really?

In my view satisfy means to fulfill the results, outcomes, needs, desires, and expectations your clients have, your team has and your vendors have.  I don’t mean that you make promised and deliver on them.  I mean you go above and beyond and you don’t even make some promises you just deliver so much more than is expected that people are wowed and delighted and happy to stay with your company long-term and to be a great referral source for you.

Let’s take one of my clients as a case study.

Jill is a nutritional consultant and also a chiropractor. When she first came to me she was promising some things to her clients. On the nutrition side, she promised a healthy eating program and that if you followed her plan for only 7 weeks you would drop a dress size or two and lose at least 10 pounds. On the chiropractor side, she promised that you would have less back pain, fewer headaches and more strength and less fatigue after one month with 3 sessions a week.

I told her to promise a lot less and then overdeliver and that her patients would be happier and would gladly sing her praises.

Nutritional clients were now promised a healthy eating program to follow for 7 weeks and to fit into a smaller size.

Chiropractic patients would have less pain.

Imagine that you go to Jill to fit into a dress for a wedding and you get her nutritional plan and you follow it for 7 weeks to drop one size. Then at the end of those weeks you not only are in the smaller size, you’ve dropped 10 pounds.  You’ll be ecstatic and will be thanking Jill because you got more than you expected.

If you see Jill for chiropractic care and have back pain and all of the sudden you notice you have fewer headaches and aren’t as tired you will also be super thrilled because you got more benefits from her chiropractic sessions than you ever expected.

Yes, it’s important to satisfy customers, employees, and vendors.  Now shift to giving them an even bigger and better wow experience and watch your business soar!

Search Engine Optimization Made Simple

If you are a small business owner you need to fully understand the role SEO (search engine optimization) plays in business growth and how search engine optimization can assist you with your lead generation. Let’s face it – getting leads is how your business thrives. You must always be marketing and prospecting for new leads to keep your business growing.   SEO is not as complicated as you might think. SEO can be defined as an on-line marketing tool that increases traffic to your website so potential prospects seeking the types of services or products you provide can find your site and explore your content for a match.

Small business SEO is very important because if your business isn’t ranking for the keywords that are relevant to the products and/or services you offer, you might get website traffic that is the wrong traffic and then you won’t have leads coming in from prospects who visit your site.

So what is SEO? It is a way to get your website noticed and SEO tools must be used that include keywords your prospects will be searching for. When prospects are seeking your products or services they enter these common search terms into search engines like Google and your site comes up.  SEO services bring your business to the top when people search these key terms only if you are using the correct keywords among your peers as well as your competitors.  Ultimately the goal is to drive more and more of your exact target prospect searching for what you provide who then become leads you can sell to.

It really is this simple.

What questions do you have about SEO?





Client Case Study: Entrepreneur Or Business Owner

Candace signed on to coach with me and needed help with her small business. I had her complete an intake questionaire and when she did so she said she was the business owner of her consulting business.  In our first conversation I used the term entrepreneur which led to us having a great dialogue as to whether entrepreneur and business owner are actually terms that are interchangable.  I believe many people do use them interechangably and I believe they have distinctions.  I shared them with Candace and she made a few shifts that are relevant to share with you.

Entrepreneur: Defined

I believe that entrepreneurs are those who take the risk to start a business based on an idea they have. Many times entrepreneurs have many businesses and continue with idea after idea as they keep thinking of different ways to create profits.  I began as an entrepreneur.  I have started up a speech clinic, art business, rehab services business, consulting business, coach training school and a consulting institute as well as other ventures.  I enjoy doing many things and I have many ideas and am willing to take risks and run with my ideas.

Business Owner: Defined

Candace is a business owner.  She has operations and procedures in her business and is very focused on her business growing and concerned about strategy and tactics to achieve her business success.  She wanted my coaching help, in fact, to get more sales and more clients for her consulting work and wanted a step-by-step process and a 90 day plan to get to her goals with my help.

She told me that before she got serious about consulting and owning a consulting business and wearing the hat of business owner, she was an entrpreneur. She had idea after idea of what she could do, what she could sell, what she was interested in, etc. She could not keep focus on sales and kept stopping and starting many businesses including 2 different network marketing businesses, real estate, and virtual assistant services.  Then, she got clear that she wanted to actually own a business and settle into one thing with focus and clarity and purpose.

I totally got Candace.  I also had been an entrepreneur.  I loved many things and switched my focus and ran to one shiny object after the next.  Then, I settled in to owning a business focused on just coaching/consulting and said, “No” to everything else.

The Lesson?

What’s the lesson?  Candace has full focus ON her business and works IN her business and in only 30 days has achieved an additional $68,000 of consulting gigs.  I settled into doing only coaching/consulting and have one of the most successful coaching businesses on the planet.

What action will you take as a result of this article?