Ask an Expert
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AUGUST TOPIC: Boost Your Sales and/or Clientele During Difficult Times
Rebecca Jenkins
Consultant, Business Coach & Trainer Photo Courtesy: RJEN |
OUR EXPERT: Rebecca Jenkins has grown her business to over 65 million in national and international sales turnover, so she understands the pressures of achieving growth in an extremely competitive market. She shares her experience of winning, growing and retaining big valuable accounts for many years. After selling the business to an international PLC, Rebecca became the company’s sales director before setting up her next business. As a consultant, coach and trainer, Rebecca works with businesses large and small to develop their business and sales strategy and expand their competitive edge. Using her five-step VITAL methodology, she also works with ambitious sales and account management teams to achieve transformational results. Her latest book, Winning Big in Sales, describes strategies to transform sales results and discover how to win, grow and retain the best accounts. |
“I own a retail store in a mid-sized downtown area. What are some ways I can communicate with customers so that they will feel safe in my store? I’m following protocol, but I’m not sure how to really get this out there. It seems that many people are still worried about coming in.” ~ Sheila (NH)
Hi Sheila,
I think it would be good for customers to know in advance before they step into the store what it is you are doing to ensure their safety. One idea is to put a notice outside or in the window that states what you are doing. You could also ask customers for email addresses so that you can email them updates about ongoing actions you are taking. Another option would be to ask them directly if there is anything more you could do to make them feel more comfortable. They may already feel very happy with what you are doing, but asking will give you necessary feedback and also show that you are open to that feedback and that you care about your customers’ opinions.
“Do you think a small, in-person event would be appropriate during this pandemic? I have an outdoor space and would love to invite the community. Of course, I would follow all the rules. Any ideas in this area?” ~ Donna (NY)
Hi Donna,
I think this is a difficult one to answer without knowing how your community will feel about it. It's interesting how differently people react to such invites and events. I have friends that are going abroad for a holiday; although I'd love to be travelling to a warm climate, I'm not ready to do that right now. It's all about personal choice.
I'd suggest asking your community in advance. State what you'd like to do with specifics about the space and plans for social distancing and keeping everyone safe. Don't be offended if not everyone is ready to join you. On the other hand, it might be just the event your community is looking for. I'm always a supporter of people who want to take positive action, but asking your community first might be the best way forward on this one.
“Everyone is competing in the virtual arena today. I am still not allowed to open. What are some of the best ways to stand out in this now very crowded space in my industry?” ~ Anonymous (Owner of a fitness facility)
I'd love to know a bit more to give you a more detailed answer, but feel free to get in touch if you'd like to discuss further.
It's so important that you keep in touch with your customers during this time. To stand out in this crowded space does take time and effort, such as creating relevant and interesting content on a consistent basis.
If you have a customer base and their contact details, I would suggest getting in touch with them ASAP with a list of virtual classes you are offering. Also, let them know everything you are doing to make your gym safe when restrictions are lifted. You can offer health and fitness advice, such as exercises to do at home, how to stop going to the fridge for unhealthy snacks or how to make healthy recipes.
You could make it more personal by phoning or texting each of your customers to ask how they are. You might also offer to create personalized exercise plans that are tailored specifically for a customer’s individual needs and can easily be done at home. This shows that you care and continues engagement until you are able to open again.
Hi Sheila,
I think it would be good for customers to know in advance before they step into the store what it is you are doing to ensure their safety. One idea is to put a notice outside or in the window that states what you are doing. You could also ask customers for email addresses so that you can email them updates about ongoing actions you are taking. Another option would be to ask them directly if there is anything more you could do to make them feel more comfortable. They may already feel very happy with what you are doing, but asking will give you necessary feedback and also show that you are open to that feedback and that you care about your customers’ opinions.
“Do you think a small, in-person event would be appropriate during this pandemic? I have an outdoor space and would love to invite the community. Of course, I would follow all the rules. Any ideas in this area?” ~ Donna (NY)
Hi Donna,
I think this is a difficult one to answer without knowing how your community will feel about it. It's interesting how differently people react to such invites and events. I have friends that are going abroad for a holiday; although I'd love to be travelling to a warm climate, I'm not ready to do that right now. It's all about personal choice.
I'd suggest asking your community in advance. State what you'd like to do with specifics about the space and plans for social distancing and keeping everyone safe. Don't be offended if not everyone is ready to join you. On the other hand, it might be just the event your community is looking for. I'm always a supporter of people who want to take positive action, but asking your community first might be the best way forward on this one.
“Everyone is competing in the virtual arena today. I am still not allowed to open. What are some of the best ways to stand out in this now very crowded space in my industry?” ~ Anonymous (Owner of a fitness facility)
I'd love to know a bit more to give you a more detailed answer, but feel free to get in touch if you'd like to discuss further.
It's so important that you keep in touch with your customers during this time. To stand out in this crowded space does take time and effort, such as creating relevant and interesting content on a consistent basis.
If you have a customer base and their contact details, I would suggest getting in touch with them ASAP with a list of virtual classes you are offering. Also, let them know everything you are doing to make your gym safe when restrictions are lifted. You can offer health and fitness advice, such as exercises to do at home, how to stop going to the fridge for unhealthy snacks or how to make healthy recipes.
You could make it more personal by phoning or texting each of your customers to ask how they are. You might also offer to create personalized exercise plans that are tailored specifically for a customer’s individual needs and can easily be done at home. This shows that you care and continues engagement until you are able to open again.
