1. Presented by Kathy Paauw

2. Kathy Paauw Certified Business & Personal Coach Productivity Consultant Business owner since 1995

3. Kathy Paauw Relationship Marketing Consultant Gratitude Coach

4. ALARMING STATISTICS The #1 reason a customer does not come back… they forgot about you. 95% of your happy customers will purchase from a competitor on an impulse. For each month that you don’t communicate with your customers, you lose 10% of your influence.

5. HINT: They’re already in YOUR back yard!

6. 67% of business today is driven by personal referral and word-of-mouth.  What are you doing to maintain customer loyalty (repeat business)?  What are you doing to attract referrals? 91% of customers say they would give referrals, but 80% have not been encouraged to do so.

7. REFERRALS To ask or not to ask…that is the question! If you don’t ASK, you don’t GET! OR Don’t ASK for referrals, DESERVE them!

8. HOW I DID IT…  Became more intentional about getting to know people as people.  Made them feel valued by expressing appreciation and remembering their birthday  Built a know-like-trust relationship  Increased my top-of-mind awareness so I am always REMEMBERED.

9. “People don’t care how much you know until they know how much you care.” -John Maxwell The better you are at mastering relationships, the better you will be at thriving in your personal and business life. People can find anything online. Differentiate yourself by showing how much you care.

10. People don’t buy products or services. They buy you. They buy stories, ideas, solutions, strategies. Your product / service means little without the context of what it will do for your customer! “People don’t buy what you do, they buy why you do it.” -Simon Sinek

11. Is this about you and your FEATURES, or about them and how they will BENEFIT? Features vs. Benefits Valuable Tip Two of the most powerful words in the English language: You and Your I will provide… vs. You will receive…

12. 3 Core Principles of Relationship Marketing 1.Reach out in the spirit of building relationships first (80% of the time) and marketing second (20% of the time). 2.Build your personal brand with: Friendship: develop through texts, calls, cards, and the web (social media, etc.) Celebration: celebrate your clients through pictures, gifts and the written word Service: offer stellar service that will not be forgotten 3.Master the bridge between high-tech and personal touch by implementing a system that will allow you to stay in touch with your clients and prospects, in a personal way, utilizing the convenience of your PC, tablet, and hand held device.

13. Get the address and birthday of people you meet so you can keep in touch and stay top-of-mind! Visit my book website for more tips! www.TheMusicOfYourHeart.com

14. “It doesn’t matter how much someone knows, likes and trusts you if they don’t REMEMBER you when they’re ready to make a buying decision.” - Kathy Paauw How are you staying TOP-OF-MIND?

15. The most powerful marketing of all... Be remembered as someone who makes others feel VALUED!

16. Mary Kay Ash’s key to success: “Make your people feel important.” Mary Kay Cosmetics ($1.2 billion empire) She taught her consultants to send 3 handwritten thank you notes every night before bed.

17. Tom Hopkins Thank you Note Habit Within 5 years he went from making less than $50 a month in Real Estate to building an ANNUAL sales volume of more than $14 million SECRET WEAPON: 10 hand-written thank you cards every single day 99% of his business was by referral within 3 years

18. Tom Hopkins: Thank You Note Habit Thank you for talking with me on the telephone. Thank you for meeting with me. Thank you for your business. Thank you for your kind referral. Thank you for the excellent service you have provided for me. Thank you for taking your time to consider letting me serve you (after first refusal). Thank you for taking your time to analyze my services (after they bought from someone else). Thank you for using our service/product (sent at one year anniversary).

19. Joe Girard was born during the depression in one of the most deplorable ghettos in Detroit. How successful did Joe become? The Guinness Book of World Records: "World's Greatest Retail Salesman" for 12 consecutive years. Sold an average of 6 cars everyday. Sold 13,001 cars during his selling career… all at retail. What was his secret? He built and maintained relationships. Joe sent 12 cards to each of his prospects and clients every year. He created top-of-mind awareness by keeping in touch with them.

20. What kinds of cards did Joe send?* Thank you notes Cards of encouragement (get well) Cards of congratulations (wedding, baby, job promotion) Birthday cards Holiday cards (Season’s Greetings, Valentines, Thanksgiving) Helpful news and information Small gifts to his best customers and referral partners *An automated system was not available at the time, so Joe hired three full-time employees to buy his cards and handwrite messages for him.

21. Case Study: Las Vegas cocktail waitress

22. Opportunities to be remembered as someone who makes others feel valued: Express gratitude Birthday Anniversary (annual renewal, major purchase) Congratulations (baby, engagement, wedding, retirement) Recognition (promotions, awards, graduation, etc.) Thank you (business, referral, gift, hosted meal) Sympathy Apology Holidays (Thanksgiving, Valentine’s Day, etc.) DO NOT MIX THESE WITH MARKETING! (no business cards) Send a Personalized Greeting Card

23. CUSTOMER RETENTION The cost of RETAINING an existing customer is 10% the cost of ACQUIRING a new customer. A 5% improvement in customer RETENTION equals 25-85% improvement in profitability: Reduces marketing costs Easier to upsell existing customers

24. 48% of sales people never follow up with a prospect 25% of sales people make a second contact and stop 12% of sales people only make three contacts and stop Only 10% of sales people make more than three contacts 2% of sales are made on the first contact 3% of sales are made on the 2nd contact 5% of sales are made on the 3rd contact 10% of sales are made on the 4th contact 80% of sales are made between the 5 th -12th contact SALES STATISTICS FACT: 80% OF SALES are made between the 5 th -12 th contact

25. The #1 reason customers leave to do business with someone else: PERCEIVED INDIFFERENCE ( 68% of customer defection is because they think you do not care!) Become a CHAMPION thank-you note sender! "Who does not thank for little will not thank for much." ~Estonian Proverb

27.  Did a great job – I know, like and trust him!  Offers other services I could use – roof & gutter cleaning, walkway/driveway pressure washing  Had more work than he could handle by himself, and wanted to attract more business so he could afford to hire more help.  I have not heard from him since May, 2009. For each month you don’t make contact, you lose 10% of your influence.

28. OOPS!  How will I remember his name and how to contact him?  Will he get my repeat business/referrals? It costs a lot more to acquire a new customer than it does to retain an existing one. What are YOU doing to be remembered by YOUR customers, prospects and referral partners?

29.  Idea: Send five customized and personalized stay-in-touch cards a year, using an automated system.  Cost: $8.30 (including postage) and a little time to set up your cards and your recipient list, then click “send” once.  ROI: Service visits yield $200-$500; ROI well worth $8.30 to keep me as a customer and attract referrals, too! IDEA: Send a thank you, birthday card, two holiday cards (ex: Valentine, Thanksgiving), and one card with a valuable tip that is relevant to household maintenance needed for that time of year. Example: Spring card: “Here’s my recipe for the streak-free window cleaning solution I used on your windows. If you find that you don’t have time to clean the windows yourself, I’d be delighted to assist you. Just give me a call.”

30. You say to yourself … “I can’t afford it!” or “I don’t have time!”

31. You can’t afford NOT to!

32. Activities Online: social media, website capture pages, blogs Offline: direct mail, event marketing, networking Opportunities Thank you, birthday, holiday Recognition Lifestyle & celebration Marketing & promotion Vehicles Texting Phone calls Email Web/social media Face-to-face Greeting cards Memory Jogger Family Friends Professionals Service providers Salespeople Facebook friends Cell phone contacts Plug the leaks and get your sales cycle spinning faster! When you build the relationship, prospects become customers! When you build the relationship, customers become repeat customers & give you referrals!

34. The average person has 250 people in their network. Each can connect you to their 250 people... that equates to 62,500 potential connections! A well-maintained network of only 100 people can lead to millions of dollars in business over time when you stay in touch and build those relationships. Make a list of your top 100 clients and differentiate yourself from your competition by following a simple inexpensive plan to keep in touch and build relationships.

35. The Internet has COLLAPSED INEFFICIENCIES! What Amazon did for books… What Netflix did for movies… What iTunes did for music…

36. Create and send a real paper greeting card from the Internet. without leaving your home or office. Send a series of cards personalized to multiple recipients with one click of a mouse. Send completely customized cards with your own graphics, handwriting, signature and personal message. Card and labor (printing, addressing, stuffing, stamping and taking to the post office) costs only $1.17 per card! Include gifts and gift cards with your greeting card. High Tech, High Touch! NOT an E-Card, but a REAL card! SYSTEM: Saving You Significant Time Energy Money …is now available for cards and gifts!

37. Case Study: Real Estate agent: Elizabeth Ward Small National Top Producing REALTOR Burlington, NC Sent 12 postcards (one/month) to 240 households in her region

38. NOVEMBER BLANKET & COAT DRIVE DECEMBER TOYS FOR TOTS DRIVE

39. Case Study: Real Estate Broker: Jay McHugh “In 2008 I took my Real Estate Brokerage from 5 offices and 47 agents to 14 offices and 300 agents simply by using a system, which we call “Random Acts of Cardness.” We are on pace to sell $1 Billion of Real Estate in 2015 -- a 41% increase in 2 years, thanks to the system we have been using to express gratitude and stay in touch with our clients and other important people.”

40. Case Study: Realtor Jim McCord Card sent to his client who bought a home last year. The client opened a new dental office and was mentioned in the local paper. The Realtor put the article on the front of a card and sent it with some brownies. How would receiving a card like this make YOU FEEL? Celebration

41. Why multiple contacts? The average prospect will not do business with you until they have seen or heard from you at least 7 times.

42. Campaign: Great to meet you Template in campaign

43. Campaign: Tangled Whale (encouragement)

44. Campaign: Making a Difference (appreciation)

45. Campaign: Christmas Card Sent to 826 people with a single mouse click!

46. Quarterly Postcard $0.39 postcard $0.34 stamp $0.73 x 4 = $2.92 per person/yr. Quarterly Greeting Card $1.17 card $0.49 stamp $1.66 x 4 = $6.64 per person/yr. What would that kind of TOP-OF-MIND AWARENESS be worth to you? What you send out comes back!

47. Contact the person who invited you to this webinar and request a test-drive of the system… OR Schedule a complimentary 30-minute consultation with me at this link: www.ConnectWithKathy.comwww.ConnectWithKathy.com