If you listen to some people, they would tell you that if you are not on social media, then you do not have a chance.
This kind of thinking really burns me up. Many people listen to statements like this about social media and work so hard to develop a presence online. We are all told to engage and not sell people online. From our interaction with other people, we hope a few will come to our website and take the next step to become a client. This process can be a frustrating one for many because there is much more to it then just “having a presence” everyday. People need to see results. You want results. Your management team wants to see results. We are all results driven. It’s like running a race and not having a finish line from time to time to measure our progress.
Online Account Setup
The truth is, you have to make it easy for people to setup their account with you. Let me give you a bit of a background so you see where I am coming from. In 2011, we made a huge move which helped our company go from 1-2 new accounts a day to 8-12 new accounts a day. Before 2011, people would come to our company website, (Midwestlabs.com) and print off the new account form, fill out the information and either mail the form back, scan and email back or fax the form back.
In 2011, we moved the process online with an excel spreadsheet. The new online account setup form was designed to be very simple and easy to fill-out. The information could be saved and sent via an attachment to Midwestlabs.com. This simple change in the process allowed our numbers for new accounts to grow to 5-7 new accounts a day. From here, another new form was developed to facilitate users who use iPad and other tablet technology. This grew our number from 8 to 12 with this additional form.
If you are a person who is into tips, you may want to stop reading here and see if implementing this tip will help you. If you really want results in a big way consider this additional tip.
Account Setup – The Next Process
Here is where a majority of companies miss the boat. If you want people to open accounts with you online, you need to return the favor by taking the information they have provided you and put it into your system. This is the key to a successful online account setup process. Typically, our client service staff receive client account information and have their account setup within two hours of receipt during normal business hours. This step is crucial in showing the new client that the information they provide has been processed in a timely manner to allow them to now use services that your company provides.
Ongoing Communication – More Work Behind the Scenes
The process of setting up accounts requires a team effort. Your client service staff plays a pivotal role in talking to prospective clients and answering their initial questions. If you are a company that still uses an automated response system, remember people are looking for immediate attention and throwing up more steps to get to someone really irritates most people. Answer with a live voice.
In addition, your sales staff needs to work hand-in-hand with client service to insure potential clients’ needs are being met in order for new clients to be able to purchase products/servics at your company.
Do you have a greeter at your front entrance? People like to be welcomed. This helps set the stage for a pleasant visit.
Are you sharing information regularly through email, blog posts, Facebook, Twitter or Linkedin. Keeping a presence online helps people recognize your brand.
Finding more success online
Start with the end in mind. Make sure you have made it clear to people coming to your site that you are easy to work with and that you have showed them the reason for doing business with your company. Keep your communication lines open and build a strong team behind the scenes to help manage the process. It really is the key to success in gaining more new accounts online.