Why After Only One Chance…We Quit?

It seems we live in a world of black or white. Either we’re all in or not at all. Most of us treat our marketing and sales like this too.

I don’t know if it’s just me, but this last year I’ve seen an awful lot of customer and loyalty marketing. For every credit card transaction, I have a loyalty card. “You’re our customer and we love you.”

Now don’t get me wrong; I’m all into loyalty programs. Even if most of them are poorly designed and poorly executed, they’re still an attempt. Better than nothing.

We also still have the same old “throw up whatever and hope that something sticks” marketing. It doesn’t matter if our targets don’t have any idea who we are or have any intention of buying what we have to offer—we’re sure going to get in front of them. Hey, one in 100 is better than…well, I actually don’t know if it’s better than anything.

It has to be one or the other. Wrong!

A couple of months ago, I stopped into a printer in Billings, MO, (where I live) to get a letterhead and business card quote. They will remain nameless. Now they have a good reputation, very nice facilities and were pleasant. I met them in person—not over the phone or online. I even showed enough interest to ask and receive a plant tour.

A day later I received my quote via e-mail. I decided not to pursue the job, but they didn’t know that because I never heard from anyone. No call. No further e-mails. Nothing. I can’t believe that business is so good that anyone who doesn’t buy upon first impression is not worthy of doing business with. But it seems like that.

They say it costs between five and 10 times more to get business from a new customer than from an existing one. Does this also apply to a prospect who has made effort to find who you are and ask for quote? I rather doubt it.

Clay's recruiting and strategic consulting efforts over the past 20 years have provided firms in the printing and communications industries the talent and perspective that has enabled them to navigate the constant change they’ve faced. His current company, the bleedingEDGE, provides digital printing firms with 1:1 marketing solutions that enable their small- and medium-sized clients to compete with larger competitors using a cooperative strategy and production model. In addition to the normal 1:1 marketing techniques of personalization and customization, the bleedingEDGE incorporates timing strategies, generational analysis and sociological factors in producing results well above the norm.
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  • http://DonBock Don Bock

    Good advice. I too am guilty of not following up on quotes. I’ve made a more concerted effort to follow up and have started to deliver quotes in person whenever possible. Even if it’s 500 bus cards.

  • http://clayForsberg clay Forsberg

    Don, don’t beat yourself up too much. Everyone is guilty. I don’t know what it is, but it seems if we’ve been rejected once by somebody – we’ll always be rejected by them.

    It’s not like we close every blind target we hit on.