Batchbook is a small business sales tool focused on genuine relationships and customer success. The type of relationships based on caring, kindness, support, encouragement, and empathy. Relationships that lead to success. Not just your own success, but that of your customers & clients. If you make them succeed in doing whatever it was they hoped to do when buying your product or service, you’ve not only made a sale, you’ve started a long-term relationship. And that is much more valuable to the long-term growth of your business.
Salesforcing products (software tools that force sales by hammering contacts with messaging) have come to represent the concept that selling is about formulaic interactions, making the most noise, interrupting, automating, spamming and stalking. And it is destroying customer relationships, especially in small business sales.
We’d like to change that.
At Batchbook, we’re committed to helping you master these basic principles of business relationships:
1. Never Forget a Name
Or any other detail that is important to your customer and that helps you help them be successful. There is an expectation of professional intimacy when a client works with a service organization or frequents a boutique shop or destination. Know their name, their dog’s name, their shoe size, their favorite books, the conversations you’ve had in the past, the work order changes they have approved, the person who referred them to you. The important stuff.
Use our printable Customer Flashcards to quickly recall details for all upcoming appointments for the day (with pictures!). Search on any of the spreadsheet data or notes you’ve saved in a customer profile so you can easily remember who that person Instagramming you is.
2. Listen More Than You Talk
Small business sales are not just about telling people what you sell but also listening to what they need. Especially if you run a small organization, it is important to always be listening to what your customers need and how those needs might be changing.
This can easily be done by keeping track of the many places you and your team are having conversations, including in person, on the phone, in social media, or in email. The trick is making it easy for everyone on your team to add those conversations in, no matter where they are occurring.
3. Make Them Successful
It’s not just about you and how much you sell, but about how successful you are making the people who are using your product. Most small business sales and marketing products are designed to track how successful you are at selling your product. Nothing wrong with that, but it misses a crucial part of the customer relationship, which is how successful are THEY (your customer) in using your product? It is important to understand and document what your customers consider success (their goals) and how they are progressing on their journey towards accomplishing it.
In Batchbook, it is easy to keep up with the feedback customers are giving you through survey forms or as your team is having conversations. And with progress stages, you can easily track your customer’s goals and automate reminders for your team to check in on their progress.
4. Build a Community
Part of making your customer successful is facilitating them developing the same terrific relationships with others. They are coming to you as an expert in your field. Help them out by introducing them to others who are trying to solve the same problems that they are. Keep the group connected by sending regular messages to the group.
You can easily make introductions between contacts within your account and track those affiliations as your community grows. Tracks lists of customers with similar interests to start group conversations.
Small Business Sales Done Right
“People do not buy goods & services. They buy relations, stories & magic” – Seth Godin
While relationships are important in all aspects of life, they are especially important in the growth of a small business. Small businesses, whether brick and mortar retail, local service or digital e-commerce, have a closer proximity to their customers. They are not banking financial success on economies of scale (at least, not yet). They are relying on the intimate connection and service they are able to provide because the layers of people between the business goals and the customer are still manageable. And those customers are the best way to bring in more customers because people trust friends more than they trust brands. Everyone says so.
If you have ideas of ways that Batchbook can help your organization build better relationships, we are eager to hear them. Just leave a comment below or reach us at firstname.lastname@example.org.