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4 Ways to Make Your Customers Fall in LOVE With You From Day One

May 21st, 2019 by
At what point does customer satisfaction matter? We believe it starts from the first interaction. Here are four ways to make your customers fall in love with you and your company.

 

 

Respect Time

Today’s customers are busy. Go above and beyond in respecting their time, and they will notice.
  • Answer phone call within 3 rings
  • Reply to voicemails and emails within the same business day
  • Give specific time frames for meetings and jobs and show up on time and ready

Listen

We are so eager to show off our knowledge, that most of launch into the “pitch” right off the bat. In your initial meeting, we should let the customer talk. In this time, we should:
  • Ask Questions
  • Take Notes to show that we are listening
  • Look your customers in the eye

Follow Up

Don’t make the client follow up with you after a meeting, it may be easier for us, but it is not for them.
  • Be specific on when they can expect to hear from you
  • Ask what their preferred method of communication is, email, phone calls or text message.

Thank You

We say thank you because we want the other person to know that we value them. Taking a minute to give thanks will be something customers remember.
  • Handwritten Thank you Cards to new and repeat clients
  • Phone call personally Thanking for a referral

Key Takeaway

Customer Satisfaction starts from the minute they pick up the phone or go to your website. People do business with companies that leave them feeling happy and valued. Happy Customers buy again and refer their friends and neighbors and that is GOOD for business!

Golden Mailer Team Live on KKDV Radio!

January 30th, 2016 by

Golden Mailer CEO Tristan Barger was interviewed live Friday morning at the Golden Mailer offices in Walnut Creek! Listen to the live interview here…

FreeVideoCoding.com

Thank you KKDV Radio for coming to the offices and bring the entire team coffee and treats!

Expert Article in Duct Tape Marketing by Golden Mailer’s CEO

March 23rd, 2015 by

It’s Not Sexy… But It’s Time to Talk Conversion Rates

Tristan Barger, CEO, Golden Mailer

Don’t miss my full article on Duct Tape Marketing. Below is a sneak peak with links and clips from my guest article.

Guest blogger: Tristan Barger, March 17, 2015

Read the full article here: http://ducttapemarketingconsultant.com/determine-campaign-success/#

Not properly analyzing the success of every campaign might seem like an isolated issue. What you don’t realize is this lack of knowledge instigates several unintended (and seemingly unrelated) problems.

flat design icon set of analytics elements

Article clips:

“With no standard method to evaluate marketing campaigns business owners are left with no way to calculate investment costs, leads generated, appointments scheduled, deals closed or the final conversion rate of specific campaigns. You have no clue what’s working. These businesses don’t have the resources to track the necessary information or set-up these systems to complement their business and marketing model.

There is no solution that will work for every small business owner. But there is a solution that will work for your business, you just have to find it. Once you start looking into the number of qualified leads that come in and the close rate, you will get a better idea of what kind of CRM service you need. Do you simply need call tracking? Do you need web analytics and keyword tracking?

Marketing ROI, Golden Mailer

From personal experience, I will warn you that you might discover you have a bigger problem that needs to be addressed before anything else is done. If your close rate of qualified leads is at 15 percent, you need first to identify where in the process things start to “go off the rails,” and fix it. It could be an administration issue, poor communication with staff or a larger problem related to the kind of leads you are attracting.”

Read more on ducttapemarketing.com & the full article @ http://ducttapemarketingconsultant.com/determine-campaign-success/#

Sample of a simple Call Tracking service:

Call Tracking, Golden Mailer
 

Golden Mailer – 2015 Looking Forward

October 22nd, 2014 by
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For over 30 years, Golden Mailer has been providing businesses in the East Bay Area with the marketing tools they need to attract new customers. As we look forward to 2015, we reaffirm our commitment to providing our current customers with high-quality products and services at affordable prices.

The founder of Golden Mailer, Nicole Barger, built the company from the ground up and is passionate about helping other businesses succeed. The business continues to expand, and recently the company’s ownership transitioned to Nicole’s children, Tristan Barger, CEO, and Sabline Carbaugh, COO.

Their goal is to continue to maintain Nicole’s commitment to the success of businesses in our community. Tristan and Sabline are launching the company into the digital age to appeal to consumers and meet the marketing demands faced by business owners.

Our outstanding team consists of sales, marketing, and production staff who are passionate about providing support that goes a step above and beyond for our customers. We are all committed to providing unbeatable direct mail advertising while simultaneously fostering the online marketing side of the business. Online strategies include website development, SEO services, content creation, social media, and effective Internet marketing campaigns.

We invite you to join us as we celebrate our first 30 years of success. We look forward to the future of Golden Mailer as we continue to meet the growing needs of locally owned businesses all over the East Bay Area.

Golden Mailer Welcomes Nick Hughey To The Team!

September 4th, 2014 by

We want you to know our team & watch us grow…

Nick Hughey

Born and raised in the Bay Area, Nick Hughey is a strong addition to the team. Having grown up in the Bay Area he has a passion for helping local businesses succeed. His commitment to giving back and creating a thriving community is founded on ideals that you are only as strong as your community. Schools are only as successful as the local businesses and business owners in their city. Nick is driven by actually seeing a business owner challenge their competition to provide better and more affordable services to local consumers; and as a result, exceeding expected ROI when he first started working with them.

Nick left the East Bay after graduating from De La Salle to attend Oberlin College in Ohio. He returned home after studying Neuroscience due to his natural curiosity to understand things at a fundamental level. This thirst for knowledge is what brought him to our company where he can help other companies understand and reach targeted demographics without wasting time or money.

Nick was immediately drawn to our team – after his first interview he knew this was exactly where he belongs. Much like his own family, he loves how close-nit the team is and the open-door policy that applies to everyone. The opportunity to have multiple face-to-face meeting with our CEO and discuss different sales and marketing strategies is something he knows he would never receive at a large corporation where employees are often lost in the crowd.

Lastly, Nick doesn’t mind getting his hands dirty. He has volunteered in Arizona to rebuild homes on a reservation, delivered Salvation Army meals in San Francisco, plants gardens in low income housing development so the residents can grow some of their own food, and spent time on the San Diego border working with migrant workers to build homes for Habitat for Humanity.

The 8 Most Successful Advertising Tactics

October 28th, 2013 by
Sales & Marketing business signpost

You know you have a great product or service. It may be exactly the solution your customers need, but you have one major problem – they’re not finding your business. Word of mouth is great, and repeat customers are priceless. But you can’t grow your business if you don’t advertise.

We want your business to be successful, so we have provided some basic strategies and tips that will help attract potential customers and take your business to the next level:

1. Focus

You don’t need to mount a major marketing campaign to attract business. Determine your target audience and find the outlets that most effectively put your product or service in front of these potential customers.

2. Do Your Research

Look at businesses that offer products similar to yours, then create a list of the things that make your business stand out in comparison. Emphasize these advantages in your ads so customers immediately see the benefit of doing business with you.

3. Be Memorable

Most online consumers have a very short attention span, so it’s important to create a memorable image for your company. Create an impressive presence with logos, graphics, and content that grabs and holds potential customers’ attention.

4. Change it Up

Keep your advertising approach fresh. If you stick with the same format and design for your ads, people eventually stop “seeing” them.

5. Budget

Budget your advertising dollars for maximum impact and to make sure you stay on top of where the money’s going.

6. Track Your Campaign’s Effectiveness

Keep track of which types of advertising and outlets bring you the greatest return. Knowledge is power – or in the case of advertising, revenue. Put your dollars where the business is.

7. Diversify

Be flexible and spread your advertising dollars around. Print advertising may be effective, but don’t overlook all the online shoppers looking for your service.

8. Follow the Seasons

Capitalize on the seasonality of your business. If your business is cyclical, make sure your advertising budget follows that seasonal cycle.

Build off these 8 Tips

We believe that your business should not only succeed, but thrive. Use this list to start thinking differently about the way you spend your ad dollars. This isn’t complicated, but it does take some time and initiative on your part. If you need help, we’d be happy to talk to you about the ways in which our business can help your business. Our savvy team of advertising professionals loves helping businesses like yours succeed!

How to Sell to Anyone

June 18th, 2012 by

If you read this far you most likely have an interest in selling a product or service. So, the first thing you need to understand is not everyone knows they have a use for your product or service. Selling is best achieved by knowing what your prospective customers needs. This is achieved, usually, by asking questions that leads to understanding what problems need to be resolved, or filling a gap in a persons life. In other words, for some people they know something is missing and your product or service may help them. While, on the other hand, some people may not have a clue as to how your product or service could improve their life. The five basic rules of selling to anyone:

  1. Know your potential customer’s wants
  2. Know your potential customer’s needs
  3. Know your potential customer’s beliefs
  4. Know the value your potential customer places on 1, 2, and 3 above
  5. Know your potential customer’s urgency to acquire or use your product/service

The only way you can successfully sell a product or service to a potential customer is by asking questions. Here is the key to selling: asking specific questions, listening carefully to the answers of such questions, and offering helpful, meaningful options. The active involvement of your interest in another person’s situation is essential in formulating a positive environment that meets the needs of a potential customer.

Thus, to sell to anyone, you must believe in your product or service, be very familiar with its benefits and limitations, and capable of presenting it in such a way that others are convinced in your sincerity and honesty.

This does not mean that sales will occur every time, but following these basic principles will increase your potential for selling to anyone.

Finding the Right Price to Attract & Hold Customers

October 28th, 2011 by

Pricing is a challenge because it must represent your cost of production as well as meet your customer’s value for your product or service. Typically, a business will set a selling price on either a value based or a cost plus based system. Market conditions dictate, which approach, is used. For example, to use a value based approach you need to set the selling price at a level the consumer is welling to pay because the product or service meets their needs (it has value). A value based method is practical in highly competitive situations since the customer has alternative suppliers of comparable services or products, while the costs of providing such a service or product various. The cost based approach is generally used when your competitors are operating from the same costs of production and the pricing is highly competitive.

Calculate Your Costs

Finding the costs to provide your product or service is a critical first step. The process includes identifying your production costs; this includes fixed and variable outlays involved to offer your product or service. Rent, salaries, property taxes, insurance and any other expenses that remain constant are considered fixed costs, while variable costs include those expenditures that fluctuate with the number of products produced or services offered, and, may include raw resources, hourly wages, sales commissions, and other related costs. Generally, you would add up all of these various expenses to determine your product or service cost per unit sold. Next, you will want to establish the markup value of your product or service. This will require research and discussions with a number of people in your industry, trade, and community; your objective is to determine a competitive percentage of markup. Of course, a number of factors will play into the percentage of markup that you establish, and, even then, you will vary your price on occasion to meet the marketing needs you encounter.

A Competitive Edge

The most critical questions to be answered in establishing a selling price are your competition and the price you pay to produce the product or service you offer to consumers. Your competitive edge is always driven by the purchase price you paid to offer a service or product. In today’s world, this can mean other local venders, but, just as likely, it can mean large multi-state or even international companies, such companies have the ability to buy larger quantities of products or offer a wider range of services, thus, the potential to offer a lower price. In this case, you may have to adopt a market strategy that involves business practices that attracts customers for other reasons than price alone. This means to remain competitive you may need to depend more on service, location, or other strategies.
Remember, you can set different prices for different customers to take advantage of higher profit margins when possible and, alternatively, seek higher volumes when lower prices justify market penetration.

Remain Flexible

The point is remain flexible in your pricing policies by taking advantage of the uncertainties in the business cycles, stay alert to your consumers’ values of your business as well as your competitors. The guiding principle in setting prices is to focus on the amount of gross profit produced by the volume of sales in relation to operating costs. Thus, know your operating costs to measure your survivability in pricing your product or service, be aware of your customers’ needs, and be watchful of market trends to avoid any adverse changes that might affect your business.

One Satisfied Customer Leads to More Referrals

October 21st, 2011 by

The end goal of every business is to make a profit. Many marketing studies show that a company’s resources are better spent by keeping existing customers than acquiring new ones. This may be true in some cases; however, for the vast majority of us, the reality is we need to continually add new customers to just stay even, let alone, to grow. How we achieve the goal of a profitable business depends upon the marketing approach or pricing scheme employed.

Let Happy Customers Create More Business For You

For the purpose of this article, we will focus on the benefits of seeking new customers through our existing retained customers. The fact is successful businesses are those which manage to enlist their satisfied customers to partner with them to develop new customers because customer retention influences your company’s profitability by lowering expenses and operating costs. There are a number of ways an increase in customer retention rate can increase profit, but, it should be noted, the person easiest to accept your offer is likely to be the one who is the quickest to defect. Price discounts are clearly an ideal means to obtain new customers; your challenge is to retain the customer. To be effective in retaining new customers, two factors, typically, considered as essential elements for retention customers are perceived service quality and customer satisfaction.

Many of our clients have explained to us how they, through the use of direct mail advertising combined with a strategy to generate customer satisfaction by providing quality services, have been able, within a years or two, to increase the number of customers as consistent, frequent users of their products or services. These customers have more than paid for the advertising costs. Further, marketing studies have identified significant benefits of retained customers, such as, they tend to prefer stable, long-term relationships, inherently spend more, pay promptly, and require less service.

We have found the most important benefit of a retained, satisfied, consistent customer is their ability to generate second and third generation leads by referrals to your business. The company’s return on investment in advertising cost will certainly be increased. The multiplier effect of one retained customer generating just one other retained customer who in turn generates another retained customer is very significant to the company’s bottom line. And, this is not even calculating the number of customers who are drawn to your business because of casual referrals by your retained customer. But, this is certainly how your business grows when you cultivate your customers through a business strategy that involves you and your employees in finding and recruiting customers by producing better products and services that have value to your customers and their referrals.

Why is Customer Retention Important?

September 30th, 2011 by

The purpose of this piece is to suggest a cost-effective way to leverage a new customer from whatever means used, whether it is by direct mail, news paper advertisement, radio, phone book or some other resource. Customer retention has been a central concern of just about every marketing strategy since the Stone Age. The only difference between then and now is we use fewer clubs, hopefully.

Customer Retention = Higher Profit

The simple answer to the title question above is: customer retention leads to greater profits. In other words, keeping customers leads to selling more services or products. Cultivating an existing customer is far less expensive than seeking a single purchase customer. This is the most obvious advantage of customer retention because value is added through effective services or quality products that creates customer satisfaction. Repeat business benefits both the provider of the service or product and the customer through lower cost to the business, while the customer reduces their expenditure of time and money by not having to switch vendors.
Your business can directly benefit in a number of other ways when you and your employees focus on a customer retention strategy.

New Customers Cost More Than Repeat Business

Obtaining new customers can, depending upon the type of business, cost you five times more than satisfying and retaining existing customers. Obtaining new customers has certain costs associated with the effort. These include advertising, follow up, sales demonstrations, travel and meeting cost, to name just a few. Repeat customers already know your products or services, are aware of the order or renewal process, and can anticipate the quality of the transaction. All of this reduces the costs of attracting and servicing a new customer.

New Customers Cost More Than Repeat Business

Obtaining new customers can, depending upon the type of business, cost you five times more than satisfying and retaining existing customers. Obtaining new customers has certain costs associated with the effort. These include advertising, follow up, sales demonstrations, travel and meeting cost, to name just a few. Repeat customers already know your products or services, are aware of the order or renewal process, and can anticipate the quality of the transaction. All of this reduces the costs of attracting and servicing a new customer.
Further, repeat customers enhance the potential for other channels of advertising your business, for example, word of mouth. Word of mouth advertising is actually satisfied customers recommending you to their friends and neighbors.

Increase Your Customer Base

Increasing your customer base through development of repeat customers allows you the opportunity of building a relation with your customers that focuses upon meeting their specific needs and requirements. Thus, you have expanded your marketability while offering a service to your customers. As you gain a better understanding of your customers’ expectations, you will better able to meet their product or service needs. Thus, fostering an effective retention strategy will allow you to serve more satisfied customers. A number of studies have demonstrated how customer retention programs lead to improved relationships and increased sales through long term patterns of use of the same vendor.
Finally, customer retention has a direct impact upon your business’ profitability. Several studies have shown that a two (2%) percent increase in customer retention has the same effect on profit as cutting costs by as much as ten (10%) percent!
Service companies differ from retail businesses in terms of the average number of customers lost per year or service cycle, i.e., the number of useful years a product or service has before it must be replaced. The reality is that every business losses a substantial portion of new customers every year. A reduction of 5% a year in customers lost can represent an increase in profits as much as 25 to 125 percent, depending upon the type of business.
The bottom line is this: customer profitability rates tend to increase over the time you retain a customer.

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