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This is how I look after previous customers |
They're gone, let's look for a new one |
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5% |
[ 1 ] |
I have records, but don't really use them much |
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15% |
[ 3 ] |
I contact them all with the same information and offers |
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0% |
[ 0 ] |
I have plenty of information and use it cunningly, tailoring offers to select groups or individuals |
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47% |
[ 9 ] |
I hadn't thought about this. Wonder if I should? |
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10% |
[ 2 ] |
Oh, shut up. Have a weasel. |
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21% |
[ 4 ] |
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Total Votes : 19 |
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earthyvirgo
Joined: 24 Aug 2007 Posts: 7972 Location: creating prints in the loft, Gerlan
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Rob R
Joined: 28 Oct 2004 Posts: 31902 Location: York
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chez
Joined: 13 Aug 2006 Posts: 35935 Location: The Hive of the Uberbee, Quantock Hills, Somerset
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RichardW
Joined: 24 Aug 2006 Posts: 8443 Location: Llyn Peninsular North Wales
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Posted: Sat Mar 15, 14 1:47 pm Post subject: |
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Nick wrote: |
Your customers will be one shot guys, obviously, but the vast majority of them will be 17/18 and everyone they know will be looking for the same service. Manage and incentivise them right, and you're made of gold; but get it wrong, and bad news spreads, I guess. So, what's a lesson, �20 or so? Half price lesson for every friend you introduce? Only you know the figures, but I'd guess its a no brainer to attempt to network through your clients. |
Locally the base price for 1 lesson is �23-25 then you get the block booking discounts that reduce that to about �22 on average.
As you say word of mouth (or FB) is key. I am looking at one lesson free if the introducee takes 5 lessons or more.
Will look at the implications of doing half price for every person introduced & see how that pans out.
I have been told that actual "cash back" is a great one for them too. Get nice new tenners or twenties depending on the level its set at.
I have a few customers already lined up. Longer term I have a 14 year old, so in 3 years her & all her mates will be wanting to learn. As she is at the older end of the year group she could be passed before they all turn 17. |
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chez
Joined: 13 Aug 2006 Posts: 35935 Location: The Hive of the Uberbee, Quantock Hills, Somerset
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RichardW
Joined: 24 Aug 2006 Posts: 8443 Location: Llyn Peninsular North Wales
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Rob R
Joined: 28 Oct 2004 Posts: 31902 Location: York
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RichardW
Joined: 24 Aug 2006 Posts: 8443 Location: Llyn Peninsular North Wales
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Rob R
Joined: 28 Oct 2004 Posts: 31902 Location: York
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RichardW
Joined: 24 Aug 2006 Posts: 8443 Location: Llyn Peninsular North Wales
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Nick
Joined: 02 Nov 2004 Posts: 34535 Location: Hereford
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Posted: Sun Mar 16, 14 9:12 am Post subject: |
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earthyvirgo wrote: |
Nick wrote: |
Rob R wrote: |
earthyvirgo wrote: |
Personal, individual contact makes a huge difference.
EV |
As does remembering someone when they ring up. |
Do you rely on your brain for this, or have you notes you can find instantly? Clearly, out in the field, it's harder, but with a smart phone it's easy enough. |
Me, or RobR?
I seem to have a memory for people who have bought
I surprised myself and a previous buyer the second year I did the N Wales Art Trail when I remembered a couple who'd bought the year previously.
I was able to greet her by name and knew what print she'd bought.
In the studio, I have a book with all the relevant info in date order.
No spreadsheet/DB -maybe one day
EV |
Well, I meant Rob, but it applies to everyone. A smartphone allows you to see notes or memory joggers when someone rings. Allows you to add that personal touch, and everyone likes to be remembered. |
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Mistress Rose
Joined: 21 Jul 2011 Posts: 15976
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Posted: Sun Mar 16, 14 12:26 pm Post subject: |
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A very interesting thread, and plenty of food for thought. Are we the only business that is postal address and phone based in the main? We have a web site, and we get a lot of orders from it, but I find those that order by e-mail are generally less satisfactory because they expect instant delivery outside their working hours. Unless we have a show or market, I prefer not to work on Sunday and delivering firewood to a dark place at night is not my idea of fun; believe me, I have tried it.
Son deals with most of the web page, and has a FB page as well. I leave that entirely to him. Not sure FB actually brings us in anything.
From this am wondering whether a postal mail shot might be a good idea, perhaps once or twice a year, just to remind our customers about ordering firewood and the other things we do to cultivate the other sides of our business.
As far as contact is concerned, people tend to leave a message if nobody is available to take the call, and we phone them back, usually that evening. Some customers I remember, either by their name of address, but when you have several all with the same surname, you have to find out where they are before you can take the order. I also get them to remind me of their phone number as some have changed and forgotten to tell us. The rest I get from my paper records as I find them easier to deal with than computer. |
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Rob R
Joined: 28 Oct 2004 Posts: 31902 Location: York
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Nick
Joined: 02 Nov 2004 Posts: 34535 Location: Hereford
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Mistress Rose
Joined: 21 Jul 2011 Posts: 15976
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