As a Marketer I am always searching for excellence, one often finds the flops too. Big fortune 500 companies make mistakes, and mid to small businesses make mistakes. But wouldn't it be nice to not have to make mistakes?
"The worst part of making mistakes when communicating with customers is we don't even know we are making them until long after our letter has been mailed! Worst. Feeling. Ever."
Communicating with clients is a necessity. Clearly Communicating your message in both visually pleasing ways and with concise content are critical. And the more you write the better you get at writing. And once you make a mistake, you will hopefully not make that same mistake again. But can you afford to even make a mistake in the first place?
Like these posts? SEE MORE at our New Blog Home JoanneKleeMarketing/Insights
The worst part of making mistakes is we don't even know we are making them until long after our letter has been mailed! Worst. Feeling. Ever.
That is where experience is important:
- Do you have the time to research letters?
- Do you have the staff to effectively convey the message?
- Does your staff have the time to manage the communication plan, printing, emailing, following up?
- Does your business have the time to risk making mistakes in Client Communications?
There are loads of "experts" online who provide tips to improve your letter writing skills, and the essence of effective communication. However, most of my clients have stated they do not "have the time or staff" to rewrite letters and manage the communcation plan.
Additionally, did you know that most mail, especially solicitations, remain unopened. Under 1% of blind direct mail solicitations get opened. This rate increases with customer mailings since they are familiar with your organization, however you can expect 20-30% remaining unopened - even by clients.
Factors to consider just to get the envelope opened:
- Official Looking Communication
- Clear Relevant Message
- Professionally Well Written
My clients need their message written quickly, correctly, and to grab attention.
WHY JK Marketing & Events?
My services are al la carte, you can get as little or as much support as you need. Not only do I provide clients with the letter they need for their clients and donors, but we also discuss putting a plan together, that I can manage if needed. I provide relevant recommendations and execute the action plan.
A BUSINESS CASE
My recent client had a change in their product line that was going to simplify the process and make tasks more efficient. However, certain steps in the new product needed explaining.
Most company's write a letter and wait for customer service calls to come in (a.k.a. angry customers) with questions or complaints.
But what about being proactive. Talking with customers BEFORE they get angry or frustrated about a change? What about effectively contacting your clients protectively before the changes in the product are a problem.
Happy Customers - YES PLEASE! And NOT with an Big Agency Price Tag? Even Better!
The Communication Plan
Your business can have this level of professional service too.
I work closely with clients like you to put a relevant "to your business" plan together to reach out to contacts. A low cost letter campaign was implemented with multiple factors for customer notification were included. The project plan also included that many "what if scenarios" when working with your client base.
What about my best customers?
What about customers who don't reply?
What about customers who no longer use the product?
What about customers who have simple questions?
What about customers who moved?
What about customers who replied, they shouldn't get something.
What do we say when people call? How will we know they called?
The project plan had multiple prongs of approach, and for most business owners, who again don't have the time or staff who can manage this much detail in a project. Throughout the process I maintain a streamlined communication plan, handling issues as they arise to ensure success, and so CEO's and owners don't have too.
Key Project Success Factors:
1. Letters were mailed in waves, preventing duplicate mail, removing clients who have been contacted / responded.
2. Clients could call in with questions.
3. A central knowledgeable call in location for customer calls which allowed us to identify problems quickly and address them.
4. A "high touch" contact plan for "great customers" or those we anticipate problems with.
5. A "must reach out" plan for clients who did not respond.
6. A sales plan for clients who stopped using the product - possible up sell and retention.
7. Update database plan for "returned mail / clients who moved."
Obviously this is not the ALL inclusive plan as additional details would take pages to write. Also for privacy purposes I don't share proprietary client information.
What's Next:
Here are some sample documents created for various client communication plans. Everything from creating your own advertising campaign using clients compliments as quotes to a simple relocation moving letter notifying customers of a new location plan.
 |
Planning a launch, grand opening or relocation. . . where will you start?
Contact Joanne Klee to get started and ease of managing the plan. |
Visit my Scribd Store at www.scribd.com/JK_Marketing to See Samples of Business Documents, and purchase a pre-written fully customize-able letter you might be looking for.
Some Letter Collections for your to review:
Grand Openings
Relocation
Renovation
Construction Letters
Below are a construction notification letter, grand opening checklist (which can be modified for any event) and for large scale projects a committee multiple-agenda roster for pre-planning.
Construction Letter Courtesy Notice Grand Opening by JK_Marketing
Notify your customer of planned relocation and renovations with this
courtesy letter. Letter notes when relocation will begin, length of time
it will continue and how you will run the business during this period. Modify this letter to send notice of your grand opening or grand re-opening. See Construction Courtesy Notice to Customer and Construction Notice
Move Personal Items also.
Franchise and store who are holding a Grand Opening need to monitor
their checklist of things to do. Or Request your marketing department
fulfill. Fully customizable grand opening checklist available to meet
your needs. Need a document for your fundraiser or event, marketing
related planning documents too, see 'JK Marketing' documents to find
what you need.
Event Management includes providing committee meeting support and
agendas. Packet includes a professional agenda format with topics for
all your committee meetings covering everything from tickets sales,
sponsorship and auction items, to volunteers, thank you letters and
complete event management thru Post Event and final meeting agendas for
your event planning needs. This fully customize-able document has built in
reminders for all subjects that you can modify and remove when
completed. Make sure you have everything you need for your next event
and committee board meeting. Visit my store at JK_Marketing
Service
Excellence
| Detailed
| One
Stop Solutions
Posted by Joanne Klee,
Consultant | Principal
JK Marketing and Events
JK Marketing & Events
From the Everyday to the Extraordinary
Service Excellence | Detailed | One Stop Solutions
Content Copyright protected. Include a link to this post when Sharing or Quoting any aspect of this blog. Thanks!
