Are your customers telling you the whole truth?
Focusing your time, energy, and efforts on your warmest leads isn’t a new concept. In fact, it’s the road most traveled – for good reason! However, paying closer attention to cold leads is also incredibly beneficial. Re-engaging with those you thought were a lost cause may actually lead to an unexpected new deal, or at least, help you understand why they did not choose your business and therefore where you have room for improvement.
Roofing Resources of Georgia (RRG), a roofing company and Owens Corning Platinum Preferred member, with a 13-year history of providing exceptional customer service, has adopted this approach by surveying their leads through GuildQuality. Not only have they been able to improve their business from the inside out, but they’ve also already brought in an additional $27,000 after reconnecting with a few leads they thought went cold.
With the right attention and timing, lost leads can become customers
As a family-owned and operated business, RRG has a very close-knit staff and is able to communicate with clients at any time. In fact, RRG’s Cimarron Mason says they can “turn a no into a yes…without trying to sell a service the customer doesn’t need.” If that isn’t impressive enough, they provide interactive video presentations, ensuring their clients can see exactly what needs addressing on their roof.
Even with many excellent features in their business model, RRG recognized they could potentially further expand their customer base by following up with lost leads. How? In their experience, lost leads could turn into prospective customers with the right timing and attention.
Surveying Lost Leads with GuildQuality
Since implementing GuildQuality’s Lost Leads Surveying in April of 2022, Cimarron says it’s definitely been worth it for RRG.
“GuildQuality, without a doubt, is worth the investment. They do the legwork that we may not have time to do – even if you only get one contract out of the investment into GuildQuality’s rehash survey, then it’s worth it.”
GuildQuality makes it simple to survey lost leads with optimal timing and questions. While GuildQuality provides recommended questions to include, the survey is completely customizable.
GuildQuality also provides various metrics and data from the survey results so you can flip an uninterested prospect into a customer. By asking if the prospect is still interested in your business, GuildQuality can provide concrete, easily identifiable opportunities for your salespeople to utilize in the future.
This survey provides data-rich feedback, so you can focus on your business’s most valued and enticing features. “If you can turn one ‘no’ into a ‘yes’ and make a sale, then I see the value of using GuildQuality, absolutely”, Cimarron says, as RRG has successfully turned three leads into customers with GuildQuality’s Lost Leads Survey. She goes on to say, “not only that, but you have a customer that started out as a ‘no’ that you’ve flipped, turned into a happy customer, and now you have another review.’”
RRG has found the most success with a few key questions from the survey. Cimarron asserts that “would you like us to call you back?” is the most important question to view because the answer reveals whether or not you have a foot in the door. Also, by asking about the experience the customer had with the salespeople, RRG has the opportunity to learn how that team can improve their sales pitch and overall communication with potential customers.
Following leads to build your customer base
Following up with leads allows you to determine who is interested in your business and who to focus marketing efforts on. GuildQuality makes it simple by immediately notifying you if a potential client is still interested. This feature will save your business time and effort, and bring in more opportunities to increase revenue. This way, we can handle the leads so that you can concentrate on your services and customers.
GuildQuality’s Lost Lead surveys provide valuable feedback from your lost leads on which elements of your sales process need improvement, whether or not they’re still considering your business, and what features are most important to consumers.
Takeaways
Your company can improve its practices and acquire new customers with GuildQuality. It’s important to remember these key takeaways:
By listening to lost leads, you could come across someone who is now interested in your services, leading to higher profits for your business.
Surveying lost leads can also improve your business through helpful feedback to coach salespeople and change practices that aren’t working which will ultimately improve your business!
Interested in Becoming a Member?
To learn more about GuildQuality, click here.
