Your Post-Sale Follow Up, Sorted

Give yourself a pat on the back! You’ve closed a deal, but the job is far from finished! While you have unlocked a new client, you have also entered a vulnerable period. Just because a client has signed a contract doesn’t mean they’re a ‘loyal’ customer yet. Immediately post-sale, clients want reassurance that they’ve made the right decision – they will be on high alert to gain the satisfaction consumers look for directly after making a big purchase decision. The connection you build with them in this time is therefore vital!

Why is the post-sale follow up so important?

A key fact often overlooked by businesses when it comes to sales and marketing is that winning new customers bears a much greater cost than retaining existing customers. In fact, acquiring new customers can cost seven times more than retaining current ones. According to Frederick Reichheld, the founder of Net Promoter Score, a mere 5% increase in customer retention leads to more than 25% increase in profit. The reason being that customers tend to progressively buy more from a company they are loyal to, which results in diminishing operating costs to serve them. In addition, loyal customers will almost always be willing to pay more with a company they know and trust. This is due to the high perceived risk associated with switching. Lastly, returning customers recommend your company to others.

Here’s 4 tips to get your post-sale follow up sorted!

#1. Make yourself available                                                                                              Let them know you’re in it for the long run, and you’ll be there to hold their hand throughout the entire process. Give them your contact details, and someone to contact if they have any questions or concerns. One of the features RaveBuild offers is setting reminders to meet, call, or email certain customers at specific times. This means you’ll never forget to make this crucial post-sale communication.

 #2. Be personal                                                                                                                       In the midst of the digital era, automating contact points can seem like the most simple and efficient option. While this may be true, making a personal connection is what will earn respect and build trust. An automated ‘Purchase Confirmation’ email may be okay for a customer who has bought a $30 shirt online, but for a customer making a highly involved purchase decision, such as hiring a building company, the need for assurance that they’re dealing with humans and not robots is much greater. When you add a client in your RaveBuild account, you can add significant details about them you may have picked up on. These types of details, like having a dog, or that they love cycling, can then be used to connect with them on a more personalised level.

#3. Keep them in the loop                                                                                                It’s not surprising that selling a service requires you to give your customer more attention than if they were buying a one-off product. Furthermore, a customer investing a lot of money to build their dream home, potentially the biggest purchase they’ll make in their life, will be needier than the regular consumer. This is especially true for a service involving so many variables and possibilities that things won’t go exactly according to plan. The RaveBuild app gives you the option to create your own company branded portal for clients. They can login on any device to see important updates, site photos, and budget spend at their convenience. Ultimately clients are kept involved throughout their build journey which brings peace of mind while minimising the need for unnecessary phone calls.

#4. Improve your performance                                                                                    Use existing clients’ feedback as a reference point to refine your value proposition and areas of focus moving forward. Your clients’ needs and concerns translate to invaluable knowledge that can be capitalised on. When you ask your clients how they heard about your company, you can record their answers in the RaveBuild customer account page. Use this information to gauge what marketing mediums are the most effective and focus your budget spend accordingly.

Keep in mind!!

In the construction industry, word of mouth is your biggest weapon. A customer who is signing a building contract is making a huge commitment. They are well aware of this before making their final purchase decision, so you can be sure they’ve done their research and asked their friends, family, and colleagues for advice. The opinion of an outsider is also seen as more credible than self-made claims. All considered, word of mouth is one of your best marketing vehicles, but the only way you can control it is by ensuring your clients are no less than 100% happy. So use these four steps to create a successful post-sale follow-up strategy and build long-lasting client relationships!

Update: Your Clients Page has been Renovated

 

Finding your clients is now easier than ever before…

Here at RAVE, we love hearing your feedback so we can tailor New Zealand’s only end-to-end construction management app to you, and your needs. We’re excited to tell you about some great new updates that we’ve been working on. Our Clients Page has been revamped with new search features and improved functionality to make finding clients easier on both desktop and mobile versions. Learn more about the Clients Page here.

Sail through your Clients Page with the new advanced search filter                  Whatever you’re searching is now automatically filtered so you can do away with manually selecting search categories. No need to select a first or last name – just type in Sam or Neil, and the dynamic search will do the rest! Learn more about searching for clients here.P0 before and after

Find specific clients within three new search categories                                        You can now filter your searches using three additional categories: ‘Client Lead’, ‘Created Date’, and ‘Floor Size’. If you’re interested in clients based on how close you are to closing the sale with them, just select Client Lead and choose from Hot, Warm, or Cold. Easy!                                                                    Learn more on how to search for clients based on: 

P1 new search filters NEW SIZE

Sort data alphabetically                                                                                                        You can order data in columns alphabetically by clicking the arrow in the top right corner of each column. Read more here.P2 alphabetical order NEW SIZE

Refresh your search with the new ‘Refresh’ button                                                You can now ‘Reset’ your results page with a handy button instead of refreshing your entire webpage.P3 refresh button Read more here.                                                                                

Make the most of valuable client data                                                                              The new ‘Export’ option allows you to export data from your search results as a CSV file for Excel.P4 export button small version Learn more on exporting your client search here.                                                                                                         

Don’t forget about post-sale clients!                                                                              All updates to the ‘Clients’ page apply across the ‘Closed Clients’ page too.P5 also on closed clients page NEW SIZE    Drop us a line!                                                                                                                        Don’t forget to let us know how you like the new features – you can email us at support@ravebuild.co.nz

If you have any queries or need help, please don’t hesitate to give us a call on +64 (0)7 210 2228 (NZ) or 1-800-179-163 (Australia).

 

Nail Your Sales in Four Steps with RAVE

Managing your customers well is equally as essential as managing projects, employees, and your business as a whole. Happy customers lead to a high-ranking reputation effectively creating healthy business growth through referrals and repeat business. While generating new clients is key in sales, you must not underestimate the importance of looking after your existing customers and supporting them throughout and after their build. Follow these four simple steps and nail your sales!

#1 Know your customers
Just like any relationship, it’s not just about forming it, but also constantly nurturing and maintaining it. This is referred to as customer relationship management (CRM for short).

To effectively manage your customer relationships you must first get to know your customers. What makes them tick? What makes them frustrated? What do they require of you? Once you know this, you can easily tailor your product or service to meet their needs, ultimately leading to greater customer satisfaction. But it all starts with getting to know them. Find a way to collect customer data and compile it where it’s easily accessible so you can make well informed decisions, quickly. RAVE’s cloud-based system allows you to do just that – record customer information alongside your calendar and dashboard in one single destination that you can easily access on your device.

#2 Carry customers through your sales pipeline
Looking after your customers is not just about satisfying them now, but also generating sales leads for the future through repeat business and referrals. From the outset, looking after existing customers sounds like a fairly straightforward task, but the small administrative jobs really do add up and can become time consuming. Personal tasks, appointments, client follow-ups. You want to organise these small tasks into a streamlined forum that you and your clients can keep track of. RAVE lets you set up digital registration for your show homes so viewer details are automatically uploaded to the cloud as they’re entered. You can continually add notes to build their customer profile which then becomes a valuable yet convenient resource for securing sales and performing follow-ups during and post build.

#3 Re-engage!
Email marketing is a powerful way to derive extended value from existing customers. Did you know the effectiveness of good old fashioned email marketing is widely underestimated? According to reports, the average return on investment for every dollar spent on email marketing is $44 AND it generates 174% more conversions than social media – surprising huh?

The truth is, email marketing is far from dead. In fact, it is gaining dominance as the most formidable marketing medium. Take advantage of it! It’s essentially a free platform of communication if you can generate an adequate email database, or already have one. If you don’t already have a database, develop one by obtaining email addresses directly from your customers as a way of contacting them. These will become valuable assets you can use to re-target them in the future! RAVE has a built-in email marketing system that you can upload your database to. You can segment it based on your customers’ stage within the sales funnel, and create automated, yet highly targeted emails. Sit back, relax, and let the system do the work for you.

#4 Support clients throughout their build
As you know well, an entire build involves many factors and stakeholders that affect progress, timing, budget spend, and overall results. Due to this changeable nature of residential construction, both a trusting relationship with the client and strong, consistent communication throughout the build are crucial. Keep your client in the loop so that they feel confident in what’s going on, feel in control of their project, and won’t be faced with any unwelcome surprises. With RAVE, you can provide customer access via a personalised portal with your company branding so they can log in on their device and see up-to-date progress photos, updates, and reports.  

As you can see RAVE can equip you will all the tools needed to nail your sales. If you need any help utilising these RAVE tools or want to speak to someone about how RAVE can help you and your sales team, feel free get in touch!

E: support@ravebuild.co.nz
P: +64 7 210 2228
W: www.ravebuild.co.nz