Happy Holidays
An expanding, stable customer or client base is the foundation for any business’ long-term success. Without these repeat buyers and consumers, the small, hearing aid dispenser must constantly market and mine for new business.
Remember the old adage: it’s much easier to keep a client than it is to find a new one. So, how do you keep your existing customers coming back? Here’s how I’ve done it and, after 35 years in hearing technology, these marketing and promotion strategies work.
They build businesses. Your business. Merry Christmas.
1. Reminder cards. Most small professional service providers send out reminder cards. I get one from the vet telling me it’s time for annual inoculations. Now, don’t get me wrong, my vet’s great, but I also know these reminder cards are sent out to drive business. (That reminds me, I have to make an appointment.)
But here’s the thing: I look at this reminder from my vet but all it tells me is that it’s time for an annual update for pets. Missed opportunity. These cards should not only serve as reminders that it’s time for the annual hearing evaluation, these same cards can be used to announce a special “Friends” sale, offer a discount, free services. In other words, don’t just tell your clients it’s time for a tuning.
Use these reminder cards as an opportunity to sell your services and introduce new products, lines and solutions to hearing problems. It won’t cost you any more in postage, but it will motivate more people to call for an appointment.
2. Offer free after-care and plenty of it. Things that have worked for me:
- free maintenance and cleaning for life
- free battery swaps for life
- free hearing evaluations for life
- reduced costs of tuning (save 20% on your next hearing aid tune-up)
- send out a newsletter every couple of months to keep the company’s name in front of existing customers. This shouldn’t be a sell sheet. Instead, keep it informational, educate your client base on the need for on-going exams, tunings and updates in technology.
3. Conduct free, in-store seminars. First time hearing aid buyers don’t have a clue what questions to ask of a hearing professional. They don’t know about the various options available to them, they don’t know the cost of a mid- and top-tier device.
A simple, one-hour chat in the store (with light refreshments) delivers prospects to the retail outlet and educates a group all at once instead of having to instruct each consumer individually.
4. Contact customers by telephone. I use MS Outlook to create an automated reminder system to call certain customers on certain days.
The client will have questions. New hearing aid wearers also want to know you care and that you provide them with reassurance during the transition phase of adapting to hearing devices compared to impaired, organic hearing.
So, during week one, I call a new buyer twice to answer questions, explain the need for patience and that, in time, hearing with an aid will be the norm.
Week two? One call. If the customer still has problems at this point, I ask them to come to the store. Some minor tuning often solves big problems.
After two or three weeks go by, I make one final call to make sure the customer has adapted well to his or her hearing instruments and whether additional attention is required. This series of calls assures my customers but also provides solid gold marketing input. I can adjust my services to better accommodate my client base using the input I gain from these personal calls.
5. Keep your web site current. In fact, expand the services offered on your web site. Be sure to provide a printable map of your location, written directions, announce upcoming events, new products, sales.
If you freshen up that stale, old website you built five years ago, and print your website’s URL on all of your hard-copy marketing, you can provide a number of on-line services including interactive email from customers with questions (live chat), the ability to make an appointment for a hearing eval or tune-up, post general, hearing health questions on your blog and so on.
True, you aren’t looking for business 10 time zones away from your store, but localized search has changed the way people find the service providers they need. With this in mind, ask your website designer to optimize the site for local search. This’ll deliver more qualified leads to your store front.
6. ‘Tis the season. Always send out holiday cards. You have the names and addresses in your database so it’s simply a matter of printing up the labels and adding a stamp.
Point to ponder: I’m not sure about this. I send Christmas cards to my clients. There are holiday-neutral cards available from any small, local printing company that can print your company name and contact information, making it even more cost effective to say Happy Holidays to your best customers. A personal choice.
7. Reach out. Some of your clients may not be able to get to your store easily. They may be home-bound, in a nursing home or simply without transportation. Okay, pack up your gear and go to the customer. Not only is this a compassionate, humane thing to do, it also serves your business reputation well.
The idea is a simple one: stay in touch with your existing customer base in as many ways as you can. Yes, it may take more time. It may even reduce your margins by a small amount (though that will be more than offset by increased foot traffic and volume).
You’re a community professional with a reputation to manage and a client base to maintain. These seven tips will get you there.
Merry Christmas and Happy Holidays to all of my readers. And a special thanks to those who have e-mailed me with their questions and their support. I read every e-mail and respond to all.
So, let this holiday season be the one where we become partners in customer care, quality service and business development.
Remember the old adage: it’s much easier to keep a client than it is to find a new one. So, how do you keep your existing customers coming back? Here’s how I’ve done it and, after 35 years in hearing technology, these marketing and promotion strategies work.
They build businesses. Your business. Merry Christmas.
1. Reminder cards. Most small professional service providers send out reminder cards. I get one from the vet telling me it’s time for annual inoculations. Now, don’t get me wrong, my vet’s great, but I also know these reminder cards are sent out to drive business. (That reminds me, I have to make an appointment.)
But here’s the thing: I look at this reminder from my vet but all it tells me is that it’s time for an annual update for pets. Missed opportunity. These cards should not only serve as reminders that it’s time for the annual hearing evaluation, these same cards can be used to announce a special “Friends” sale, offer a discount, free services. In other words, don’t just tell your clients it’s time for a tuning.
Use these reminder cards as an opportunity to sell your services and introduce new products, lines and solutions to hearing problems. It won’t cost you any more in postage, but it will motivate more people to call for an appointment.
2. Offer free after-care and plenty of it. Things that have worked for me:
- free maintenance and cleaning for life
- free battery swaps for life
- free hearing evaluations for life
- reduced costs of tuning (save 20% on your next hearing aid tune-up)
- send out a newsletter every couple of months to keep the company’s name in front of existing customers. This shouldn’t be a sell sheet. Instead, keep it informational, educate your client base on the need for on-going exams, tunings and updates in technology.
3. Conduct free, in-store seminars. First time hearing aid buyers don’t have a clue what questions to ask of a hearing professional. They don’t know about the various options available to them, they don’t know the cost of a mid- and top-tier device.
A simple, one-hour chat in the store (with light refreshments) delivers prospects to the retail outlet and educates a group all at once instead of having to instruct each consumer individually.
4. Contact customers by telephone. I use MS Outlook to create an automated reminder system to call certain customers on certain days.
The client will have questions. New hearing aid wearers also want to know you care and that you provide them with reassurance during the transition phase of adapting to hearing devices compared to impaired, organic hearing.
So, during week one, I call a new buyer twice to answer questions, explain the need for patience and that, in time, hearing with an aid will be the norm.
Week two? One call. If the customer still has problems at this point, I ask them to come to the store. Some minor tuning often solves big problems.
After two or three weeks go by, I make one final call to make sure the customer has adapted well to his or her hearing instruments and whether additional attention is required. This series of calls assures my customers but also provides solid gold marketing input. I can adjust my services to better accommodate my client base using the input I gain from these personal calls.
5. Keep your web site current. In fact, expand the services offered on your web site. Be sure to provide a printable map of your location, written directions, announce upcoming events, new products, sales.
If you freshen up that stale, old website you built five years ago, and print your website’s URL on all of your hard-copy marketing, you can provide a number of on-line services including interactive email from customers with questions (live chat), the ability to make an appointment for a hearing eval or tune-up, post general, hearing health questions on your blog and so on.
True, you aren’t looking for business 10 time zones away from your store, but localized search has changed the way people find the service providers they need. With this in mind, ask your website designer to optimize the site for local search. This’ll deliver more qualified leads to your store front.
6. ‘Tis the season. Always send out holiday cards. You have the names and addresses in your database so it’s simply a matter of printing up the labels and adding a stamp.
Point to ponder: I’m not sure about this. I send Christmas cards to my clients. There are holiday-neutral cards available from any small, local printing company that can print your company name and contact information, making it even more cost effective to say Happy Holidays to your best customers. A personal choice.
7. Reach out. Some of your clients may not be able to get to your store easily. They may be home-bound, in a nursing home or simply without transportation. Okay, pack up your gear and go to the customer. Not only is this a compassionate, humane thing to do, it also serves your business reputation well.
The idea is a simple one: stay in touch with your existing customer base in as many ways as you can. Yes, it may take more time. It may even reduce your margins by a small amount (though that will be more than offset by increased foot traffic and volume).
You’re a community professional with a reputation to manage and a client base to maintain. These seven tips will get you there.
Merry Christmas and Happy Holidays to all of my readers. And a special thanks to those who have e-mailed me with their questions and their support. I read every e-mail and respond to all.
So, let this holiday season be the one where we become partners in customer care, quality service and business development.
Warmest regards,
John M. Adams III
jma3@hearingtutor.com
jma3@hearingtutor.com
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