Nancy Carter

Welcome to the Sales Made Simple Podcast! I'm your host, Nancy Carter of the Sales Made Simple Podcast, and I've created a basic sales training series for you - someone in a sales position with little to no sales training! Are you in a sales position, but no one has ever taken the time to give you any "official" sales training? Would you like to improve your sales, and your paycheck? Well, you are in the right place, my friend. Welcome to class, where I will go through one new sales skill/technique a week so that you can master the sales game, and provide a better income for yourself and your family. We all have to start somewhere, and I started like you! In sales (for whatever reason) and trying to make it on my own. If had I training like this when I started, I could have gone so much farther faster. So subscribe, set the reminder so know when I publish a new video every week, sit back and let the training begin (from the comfort of your own coach). Thanks for allowing me to help you grow in your sales career.

How To Eliminate Friction Points In Your Sales

How To Eliminate the Friction Points that are Slowing Down Your Sales
How To Eliminate the things that are Slowing Down Your Sales

Friction Points –

Those things in your sales process that create confusion or resistance, and slow down or even stop your sales process. Eliminating the friction points in your sales will increase your sales and your customer’s satisfaction rate.

Sales friction points can happen in many places. It might be a lack of focusing on the prospect or customer, or missing a step in your sales strategy. It can be glitchy technology, or a lack of training or preparation and how to use them.

The perfect sales process should run smoothly. It should have a clear starting point, guide your prospect with what to do next. And ultimately … how to get a prospect what they want and close the sale. Sometimes easier said than done.

Eliminate the Sticking Points In Your Sales

The first thing you can do to reduce friction points

is to identify the things that are causing the friction, or the slow downs.

Do you understand how to use the technology available to you?

Do you know how to identify the prospect’s needs?

Do you understand the all of the steps of the sales process? From lead generation to the signing of a contract and collecting the money?

Or are the sources of resistance coming from the prospect being fearful or unsure of the decision they should make?

Not only can sales friction stop your prospect from completing the sale, it can stop them from wanting to buy from you – ever!

I’m sure we have all been at the customer – end of the sales friction. Where you have an experience so bad that you will never go back again. It could have been a rude sales clerk, or terrible restaurant experience.

Look at your sales process from your prospect’s point of view.

What can you do to make their experience better? Are there certain parts of your sales process that you can repeatedly see frustrate your prospect or customer? What can you do to fix them?

Think like your customer – what would you need from yourself to buy your product or service? Provide the support and guidance your prospect needs to get the results they want.

Some “little” things that can make a big difference –

Are you easily reachable?

Do you return your phone calls, emails or texts quickly?

Do you get back to people with answers for questions?

As salespeople, we may not have control over every situation. but there are many things we do have control over. By doing the little things, you are showing your prospects and customers that they matter to you and that you care.

Take a look at everything you do in the selling process.

From the very beginning to the very end, look for ways you can improve the customer experience and make it easier for them. Right down to your payment process.

Eliminate the barriers and sales friction points that would stop or slow down the sales process and stop the consumer from reaching their goals.

Because every prospect is different and has different needs, it’s important to take the time to learn about each individual or company. Discover their specific needs and wants, and then tailor your products or services for them.

Sometimes people have done their homework and know exactly what they want, and sometimes they need a little more help.

Find out where they are, and help them from that point. Too many customers have gotten frustrated when a salesperson makes them go through an entire sales presentation, when all they want to do is pay and leave.

Meet them where they are and make it as easy as possible. Show them the path to a successful outcome. And lastly, get their acceptance on each step for each part of the agreement. These mini – closes help both parties, while providing clear feedback along the way.

When you get to the part about the money, give them the quote.

Make sure you have the ability to accurately give them the right amount. Going back and adjusting your proposal to reflect something you “left out” is an instant trust – killer. So get it right the first time. Get your prospects input on each item, with a “yay” or “nay”. Review everything with them before you give them the quote. This enables you to get it right the first time.

Can you think of anything that you hear repeatedly from your prospects that you can do to improve their experience, reduce the friction points, and make it easier for them to get what they want?

When you can identify and eliminate these sources of sales friction before they happen,

the customer will get what they want and need faster,

they will be more satisfied, more likely to come back again, and

they are more likely to refer other people to you.

Because you know people are more likely to give you referrals when they are happy with the results. AND of course, the amazing experience you have provided for them.

Make a list this week of the things that you can do to eliminate the friction points in your sales process. That’s your homework for the week, and a way for you to improve your sales.

Look at it from your prospect’s point of view – how would you feel if you were your own customer? Would you buy from you or give up before the sale and why?

Leave your answers in the comments below about what you can do to eliminate the friction points in your sales process.

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6 Steps to Writing Effective Sales Emails

Have you been using email more than ever lately? Are they working for you? Today I’m going to share with you the six steps to writing effective sales prospecting emails that will get opened at a higher rate than what you are probably seeing now.

How to write really great sales emails
How to write effective sales emails

Why is this important? For one, if you’ve been following me lately, I’ve been saying to contact everyone in your lead bank, anyone that has ever done business with you or your company.

And if you’re like me, I’m ready for some new opportunities.

Are you looking for more sales opportunities?

Opportunities to serve your clients and customers and opportunities to meet new people? Lately, I have found myself relying on more and more email, and even snail mail. So I wanted to review Email 101 for Salespeople Writing Effective Sales Emails, because I think it is something that we can all do today to improve our sales.

6 easy step to writing effective sales emails

Which emails are you most likely to open?

Do you open emails because you know who they’re from? Or maybe because the subject line sounds interesting?

As you go through your emails this week, pay attention to the emails you are opening and the reason you are opening them, because your clients and prospects will open emails from you for the same reason.

Do you know what your email open rate is?

If your company provides a CRM, like Salesforce, or another software to manage your leads, see if you can send an email directly from that program, and use it. Track who is opening your email. The people opening your emails are probably the people most interested in what you have to say, and sell.

When you start tracking your open ratios, you will also begin to see other trends, like the best day or time to send emails, and the best subject lines.

Create interesting subject lines.

Make your customers and prospects want to open and read your emails. I find the best email subject lines are questions.

I think that as you look at the emails you open this week, you will agree that the reason you open them is because the email subject line is something you’re interested in, or it intrigues you. Do the same thing with the emails you send.

Okay, so now you’ve gotten someone to open your emails. What’s next?

Every email you sent should be intentional.

Your email should contain one call to action. Like “call me for more information”, “hit reply and let me know what you think”, or “watch this video I have (or your company has) put together”.

If you ask your prospect to do too much, they will do nothing. So keep it short, keep it simple, one call to action.

Think before you write.

What do you want to achieve with your email? What is your goal?

Think about it, at what point do you lose interest in an email? What makes you click for more information or hit that reply button?

Just like if you give your prospects too much to do they will do nothing, if you give them nothing to do they will do nothing.

Write your emails in a way that the recipient will relate to.

One size does not fit all. Are you using a friendly font or an old fashioned font? Is your style of writing more formal or more conversational? Choose your format to reflect the prospect’s style.

The first two lines of your email are the most important in determining if your prospect will continue reading it or not, and how effective your sales email will be. Remember, be purposeful and intentional, while being friendly.

 if you can give a personal compliment in your first two lines – who isn’t going to continue reading, right? It’s “What’s in it for me?”, and “Hey, I like this person, so I’ll read more!”

Stand out from the crowd, and all the other emails your prospect gets every day. You want to connect with your prospect in the first two lines.

Researching your prospect a bit before writing that email is time time well-spent.

From there we are going back to the main goal of your email.

Share a little bit about who you are to gain credibility and trust.

Don’t write a bio here, explain the problem you are trying to help them solve – in one sentence. Remember your elevator speech. Explain the benefits, or what’s in it for them. Then your call to action, which is why you are contacting them in the first place.

Be very clear about exactly what you want them to do, without being too difficult.

Let’s review.

1. Your email should be about three paragraphs long, with no more than two sentences in each paragraph.

2. You’re amazing subject line to get them to open their email. Forgo the dear mister and missus and just use their first name with a “Hi” or a “Hey”.

3. Two quick sentences about who you are and why you were contacting them, using your research about them and / or their company. And “Hi, my name is _____ ” doesn’t cut it. Be a little creative.

4. The benefits or reasons you want them to take action. Using bullet points for these two or three sentences will break up your email or make it more readable.

5. Your simple call to action. Make it as easy as possible for the person you are emailing to take action. Like “hit reply”, or “click the link”. You can even set up a simple, and free online calendar, like Calendly, where they can click a link and schedule an appointment or a phone call with you with one quick click. Make it simple.

6. Your signature. This should be memorable and even interactive. Below your name you can put in a link to a relevant video you or your company has put together, or even that clickable link to your calendar again, if that’s what your goal is.

One last tip, check your spelling before you send your email !!

The old, boring ways of email are exactly that, old and boring. 

It takes a bit more work, and even research, but I know that when you take these additional steps to improving your emails by writing a more effective, intentional sales email, your open rates and response rates and ultimately your sales will improve. 

If you would like 5 Customizable Emails For You To Warm Up Your Prospects Before You Even Meet Them and 25 Sales Email Subject Lines To Help You Get Your Sales Emails Opened, you can get them here!


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Do You Really Understand the Know, Like, Trust Factor

We all know the know, like and trust factor. But do you understand the know, like and trust factor? Do you know the tiny important phrase that so many people leave off ? – “all things being equal”.  The actual quote from Bob Burg is “All things being equal, people do business with, and refer business to people they know, like and trust.”

Understanding the Know, Like and Trust Factor In Sales

And, I have some concerns over the way people use, or overuse, or even mis-use the know, like and trust factor, without taking all being equal into account.  Because all things are NOT equal – especially in 2020, right?

Everything is different.

Today I’m going to share with you why I think that trust is the ultimate factor.  Please allow me to explain.

Most importantly, people need to trust that you will do the job better than anyone else, no matter how much they might like someone else.  

I have bought many things from people that I didn’t necessarily like. I didn’t even know most of them. I just trusted that they were the best person to help me get what I wanted. What I wanted was results or the knowledge of how to do something.

In the end, a client getting what they want and their belief that you will provide that for them is what will make the sale. 

Trust in the product itself.  In an online world we now look at a product, the reviews, and buy something that we trust will do what it says it will do. Usually, I know nothing about the seller.

We only have the reviews that we can read, from total strangers, saying the product will do what we trust it will do. Now you can see why getting testimonials from people you have  helped in the past are so important?

You don’t know the seller, or the company, but you trusted you would get the results that you want based on reviews from strangers.

Why do you buy something?

What makes you open your wallet to a total stranger?

While someone being friendly might get me started talking, I will buy because I believe they can help me get the results that I want. It’s not their knowledge of the product that impresses me, it’s how well they can show me that the product will do what I expect it to do.

So ask your prospect … do you trust me?

Actually, you should just say it to yourself, because it sounds spammy and fake if you really ask your prospect directly. Watch them and listen to them as you go through your presentation. Pay close attention to how they are interacting and reacting with you.  You may want to watch my YouTube video about Body Language.

On the other hand, there are people that I am friends with that I wouldn’t trust with my business, or my children.  I’m sure you understand what I mean. If their expertise is not with what I want to buy, I don’t care how friendly I am with them. I know that they will not be able to do the job, and I will not refer them to people or do business with them, even though I love them.

A trend that I have seen recently

Prospects want to know we are going to the extra step to help them stay safe in a face-to-face situation. I tell people what I am personally doing to guarantee my office is clean and disinfected between meetings. I am wearing a mask, wiping down surfaces, cleaning pens, and social distancing. But that is a new way we can establish trust. Show that you care enough about their health and safety to do what is necessary to keep them safe.

I have stopped going to stores that are not reinforcing safety measures., and I have even paid more money to do it.  This is because I trust in the stores that are trying to do what they need to do to protect their customers.

And when people trust you, they are more likely to buy from you, even if your product is more expensive.

The best part is, people are more likely to refer others to you because they trust you. They trust that you will provide the same satisfaction level to the person or company that they refer to you that you provided to them.

Ways that you can build trust

Be available for your prospects, and answer their texts, emails, phone calls, and questions quickly.

Express empathy about how they feel and what they want. This will show people that you have their best interests at heart.

Listen to your prospect and determine their needs and the results that they want to see. For example, be respectful of your prospect’s needs, even though it might not be what you would do.

Show integrity – do what you say you’re going to do.

Be reliable and dependable – don’t ghost your clients the minute something needs your attention that may be time-consuming or uncomfortable.  Face it head-on and correct the situation.

Establish rapport – buyers are more likely to trust a salesperson when they can find a common ground, like an interest. If you can’t find a common interest, express interest in their hobby or expertise or passion and listen to them.  You don’t have to be their best friend, just try to be nice.

So, when someone does not buy from you, it is because of one of these three reasons,  based on trust.

– they don’t trust what you’re saying to them, 

– they don’t trust that you can provide them the with results they’re looking for, or 

– they don’t trust in the value of what you say you’re giving them.

 Ultimately, if you can overcome these three objections and understand that often-left-out part of the know, like and trust phrase, you will close more sales.

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Value Selling vs. Benefit Selling – Is there a Difference?

Value selling vs. benefit selling – is there a difference between value selling and benefit selling, or are they the same thing?  Someone asked me that last week, and I thought it would make a great topic to share with you.

Value Selling vs. Benefit Selling

Value selling.

Many sales people think it is giving someone the most they can give a customer – more services, or benefits, more products … for the least amount of money. 

Actually, it’s showing your prospect the impact your products or services will have for them or their business, compared to how much it will cost them. Even going so far as to showing them how much it can cost them to not use your product or service.

Benefit selling.

Telling prospects the benefits of using your product or services, and how it will help them. 

So, to answer the question of value selling vs. benefit selling, is there a difference? – you can use the benefits to help create the value, but you first have to know and understand your prospects’ goals before you just start presenting benefits.

Your products or services may have some great benefits that your prospect could care less about! They want to know how what you are offering fits into their ideas and goals. And every prospect is different. 

Value Selling vs. Benefit selling  What's the Difference quote

Buyers make decisions based on emotions, and justify decisions with facts
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Now that you know what value selling is, I’m going to share with you

8 tips on how to sell based on value vs selling based on price.

You can check out this article from Brian Tracy for more information about this topic.

1. Ask questions to find out what is important to them.

Don’t just assume that what would be important to you will be important to them, because it may not be important to them. So find out what’s important to them and give it to them.

Take your time, have a conversation with your prospect. Let them talk and you listen. Are they looking for something to save them time, increase their productivity levels? Find out their needs and fit your product or Services into their goals. Use their words and terminology.

2. Talk about what you know to show your expertise to earn your prospects trust, not to show off how smart you are.  

Keep it simple and meet them where they are. And ask them their experience with other companies like yours. What did they like? Where did the other salesperson fail them, and how?

3. Use stories and testimonials from your happy customers to help overcome their fears about making the wrong decision.

4. Be an educator – earn their trust and help solve their problems.

5. Highlight the benefits of your products or services.

This is where you show them how the benefits work, once you have learned about them, Then highlight the benefits of your product or services. Use the benefits that you have learned that would be important to your prospect.

If you know your competitors, and you should, you can explain to your prospects the things that your product or service will do – that your competitors’ will not do, without even mentioning the competitors name or bad-mouthing them. 

Use your competitors inadequacies to show the superiority of what you are offering.

If and when your prospect talks to your competitor again, they will ask if they can do what you promised you can do, which of course you already know, they can’t. 

Your prospects will notice this difference and it will be  important to them. 

I always like when my prospects talk to me after they have met with my competitor first. For one, if they are now talking to me, there’s a reason they did not buy from my competitor. I just have to find out what that reason is. Maybe the competitor was missing an important thing the prospect needed, or maybe they just didn’t trust them. 

When I can determine the reason and give them what they want and earn their trust, price may not even become an issue. 

You can see why it is so important to find out what is important to your prospect. Take the time and have a conversation and listen. 

Have I said that before? Yes, and I am sure I will say it again.

6. Emotions.

You can use stories here about how buying your product or service tremendously helped someone else. You can talk about how much money it’s saved them, or how and help them stand out from their competitors. Show your prospect how you can help them achieve their goals.

Unless you have asked the right questions and taken the time to listen, how will you even know what their goals are?

Buyers make decision based on emotions, and justify their decisions with facts.

If you geek out about stuff like that, here is an article by Gerald Zaltman, a Harvard Business Professor that you might like.

7. Add a bit of humor.

Ask the prospect what their savings would be by not buying what you are offering. They will probably laugh and repeat the dollar amount of your offer. For example, “Well, I’ll save $5,000!”. You can laugh with them and then say, “Seriously, how much more will it cost you in time, productivity (whatever they say was important to them) to not make this decision?”

Get them to think about the cost of their indecision.

8. Discounts.

How could we have a conversation about value without talking about — discounts? Include your prospects in “earning” their discounts. 

For example, are they part of an affiliate program that company you offer a discount to? 

Are they buying in quantity where they can “earn” a discount by buying more?  

Do you have a referral program where you can offer your prospect a discount if they give you a referral?

Find creative ways for your prospects to participate in the amount of their discount. 

Remember, value selling vs. benefit selling, is there a difference? – you can use benefits to help create the value, but you first have to know and understand your prospects’ goals so that you will show them only the benefits that will serve them.

Check out my other recent blog posts

Thanks for stopping by. Please leave your thought or questions in the comments below and I’ll be sure to respond quickly!

How To Close Your Sales With Confidence

How to close your sales with confidence

Confidence and closing go hand-in-hand.

While it is possible to close without confidence, confident people close more often. Confident people expect to close, so they do. Unconfident people aren’t so sure. Learn how to close your sales with confidence.

Are you confident in your abilities? I have found that I am more confident when I am comfortable, or when I am in my comfort zone. When you are not closing, you may start to doubt your abilities and close less.

Are you afraid of success? Could that be what’s holding you back?

When I am at my peak, selling everyday like crazy, it’s not any more work than when I’m not selling and spending my time prospecting all day long. And selling is a lot more fun than prospecting, don’t you agree?

Projecting confidence with your sales prospects

We all know you have to believe in what you are selling. But is that enough? In my opinion, no. What you were selling has to light you up. For example, I love my iPhone. In fact, I love all things, or almost all things Apple. Do I want to sell phones or computers? – no, I don’t.

Find something you believe in, and that lights you up. Because when it lights you up, you will happily work 24 hours a day, and it won’t feel like work.

Another part of it for me, and many other sales people I talk to, is learning. If I feel like I am learning and growing, I’m happy. If I feel like I’m not learning, I feel stagnant and bored.

 On that positive note, let’s move into closing techniques.

Close your sales with confidence.

You have to be comfortable and confident asking for money, no matter what you were selling. Close your sales with confidence means being able to create urgency and being comfortable asking for the money.

When you really believe in what you’re selling, or offering, and you believe it will make a difference in your prospects’ lives, then it is your duty to share that with them. Whether it is something they need or want. 

Will it make their life better? Will it give them physical or mental peace or happiness?Remember it’s how you make them feel. If they feel good about what they are doing with you, they will buy what you are offering.

To quote Maya Angelou, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.

How to close sales with confidence

Creating urgency.

Do they want to feel good now? Don’t we all? If they bought your product or service today, would they feel better about themselves or their situation?

In this world of immediate gratification, it amazes me how many people put stuff off. Like making a decision about buying something that would make their lives easier. Like a bigger, or smaller house, a gym membership, or a reliable car. 

Where are they in the buying process?

Find out what do they want to do or what are they are looking to accomplish. Then help them find the best way to close that gap. 

Just because they know they have a problem, does not mean that they want to close the gap. There has to be a need, a want, and a trust that you can help solve their problem and help make their “pain” go away. 

If all three of these things are not in place, you will not get the sale. They may have a need and know that you could help them, but they don’t want help. Or they have need and want, but no belief in your offering. If it’s the latter, you stand a chance. Because, through conversation you can find out why they feel that you can’t help them. What is missing that you aren’t giving them?

You have to be confident to ask the difficult questions.

This, my friends, is where your confidence comes in. Ask for the sale more than once, in different ways. Not by pounding the sale out of them, but finding where the disconnect is. 

Sometimes it can be so simple, like they didn’t understand how your product or service would work for them. Just by asking “What are you looking for that you don’t feel my product or service can’t do?” Direct questions. Maybe they are right, and your product or service is not for them. 

And maybe they missed something you said. One simple question, but you have to ask.

If you ask that question, and nothing is missing, you can ask, “Why would you not do this today?“ or, “What is stopping you from doing this today?”

Most of the time, if you have gotten this far but they still won’t buy, it is because they are afraid they are going to make the wrong decision. Or that they will make a mistake. Do you like making mistakes? I don’t. And neither do your customers. At this point, can you offer them a money-back guarantee that might make them feel more comfortable?

Next is money.

When I ask for money, I write down the dollar amount, and I put it in front of them. Then I don’t talk. It’s even better if I can show them two numbers. Place both numbers in front of them, and watch their eyes. Again, don’t speak. Which number are they more drawn to? Before they even speak, you will know their answer. Because their eyes will linger longer on the number that is most appealing to them.

Let them speak first. If you find they are avoiding both numbers, they fidget and can’t look at either number, then they don’t like what you are showing them. If this is the case, and you’ve been quiet, you now have my permission to speak up and say, “Would you like to see payment options?” because they may not know that you can offer that. Don’t assume anything, because something that seems so obvious to you, may not be so obvious to them. 

If they say no, ask another question. Assume the sale and let them know your payment options. Just take a deep breathe and say, “Would you like to pay that with a check or a credit card?”. If they stop you, you can ask them what is stopping them.  Ask for the sale boldly and unapologetically and close your sales with confidence.

If they have been honest with you with their answers to your questions, and they still aren’t buying, it’s a pricing problem, and you haven’t established the value of your product or service. Go back and find out what you missed. Again, you need to create the confidence to ask the tough questions

Remember, be the guide to help them get what they desire, and you will be able to close your sales with confidence.

Check out my other recent blog posts

Thanks for stopping by. Please leave your thought or questions in the comments below and I’ll be sure to respond quickly!

Why A Confused Mind Never Buys

Have you ever heard the phrase “a confused mind never buys” before? Let me explain it, by sharing a story with you about the Jam Study of 2000

Yes, It’s a real thing.

People were offered 6 types of delicious jam, and after they tried the jam, they picked what they wanted and bought it.  Sale made!

BUT, when they changed up the study a bit, gave the testers 24 types of equally delicious Jam, they were 90% less likely to make a decision! 

I get this, because there is a flea market near me that has a pickle place. And the pickle place has 100 different types of pickles.

Have you ever heard the phrase “a confused mind never buys” before? Let me explain it, by sharing a story with you about the Jam Study of 2000.

I was thrilled, and I knew I would be bringing home some pickles with me that day. I’m always looking for a good garlic pickle, the old – fashioned ones they used to keep in a barrel. Anyway, easy sell, right? No! I tried all of them, at least it felt that way. But, I didn’t buy anything! For one, I was full, and I never wanted to eat another pickle ever again.

 And two, I was just overwhelmed with all the choices, and, a confused mind never buys.

 It’s the same for your customers. There are seven ways you can confuse your customers, and you might not even realize the confusion you could be creating.

We all want to show our potential clients how knowledgeable and capable we are.

But what are you really saying to your customer, or what are they really hearing? Are you using too much industry – speak, talking in a language your customer just doesn’t understand? Use what I call “simple speak”, almost like you are talking with a child in kindergarten, without insulting the customer’s intelligence, of course. Speak clearly, and with words your customers will understand. Even if they act like they understand, they may just be too embarrassed to tell you they don’t. And, a confused mind never buys. No sale.

Is the potential customer not exactly sure what you want them to buy?

Sometimes we will talk too much about what we offer, without asking good questions to learn more about the needs of the customer. And the potential customer may not be exactly sure what you’re asking them to do. Be clear about your offer and make it easy for them to make a decision.

What should your potential customer do next?

Are you asking for the sale? If they are already a customer, are you asking for the upgrade or the add on? Do you want them to give you a referral? Is there something that you need from them so that you can complete their project? Please don’t ask for everything at once. Make a list, and when it’s done, move on to the next thing. If you ask for everything all at one time, the customer will become confused, and you will accomplish nothing.

Does your potential customer understand why you are asking them to do something?

Why should they buy what you are offering? Yes, this sounds so simple, but it’s true. They understand what you’re saying, what you’re asking them to buy, but they may be wondering why you’re asking them to buy. Let them know why you feel this product or service would benefit them. Will it save them time or money? Protect them or their families in the time of crisis, or just provide entertainment and relaxation? Be clear on the value and benefit for them.

When will what you promised them happen?

What steps do they have to take? Give them a time frame or an agenda. A confused mind complains or gets upset if they feel you are not living up to your promises and their expectations. Make sure you are both on the same page.

What are you promising?

On top of the time frame of what will happen when, be clear on what your promise is! Sometimes the customer may think you have promised them something you did not promise them. I avoid this by writing down a list of the promised things, if they are not laid out in a contract. I have them review it with me, and I ask them if I missed anything. That way when a customer asks for something additional out later on, I can remind them of what we spoke about and offer to help them with their next step.

Stay in touch with them.

Don’t just take their money and run. After all, you have now established a relationship and they trust with them. You’ve done the hard work, don’t loose the benefits. It could be a phone call, an email, a handwritten note. Let them know you are thinking about them once in a while.

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