227. Increasing touch points

Today I'm sharing with you a change that I never thought I would make in my business! I'm increasing the number of times I make contact with my customers, and I'll tell you how... what led to this decision... and why I think it's going to change my business.

If you've been listening for a while you know that I am all about efficiency, so the idea of getting on the phone with more customers is a bit unusual for me. However, I'm feeling like bad customer service is almost everywhere you turn lately, so I want to be a refreshing surprise of great customer service when people contact me!

One thing that has hugely helped free up some time and energy to do this is having a virtual assistant handle much of the sales for me. It's amazing, but does have me wanting to make my own connection with the customer before arriving at the event. I'll share with you exactly when and how I'm starting to do this, plus the other unexpected benefits that have come up since implementing these new touch points.

They include:

a phone call after each new booking
a text before delivery
confirming colors before inflation
a casual call before the event that includes a possible upsell

I'm also modifying a couple of touch points that I already had in place: the thank you after the event and the follow-up to rebook.

Listen in to hear the specifics of what I'm doing and saying, and what inspired me to make these upgrades to my customer experience so that I can stand out by providing unparalleled customer service!

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