Calling your customers can change your business. It builds a one on one relationship, puts a face to the brand, and earns trust. Most small businesses are too little known (unless you're getting 2,000 daily visitors to your website, you are basically unknown), to garner trust and attract paying customers. When when you do get a paying customer, call them, say "thank you" and start getting to know them. However calling customers can feel like a slippery slope for a lot of businesses, so we've put together these 5 rules to follow to give you confidence before, during, and after your phone call.

1. 5 Rules for Success when
Calling your Ecommerce
Customers
5 Rules for Success when
Calling your Ecommerce
Customers
@scoutstats / @connectwcoach

2. @scoutstats
Do Not Call with the
Purpose to Sell
Rule #1
/ @connectwcoach Original post linked here

3. @scoutstats
There are only 3 reasons why you should
be calling customers:
1. Proactively solving a problem for a pre-sale
(abandoned checkout) or post-sale customer
2. Getting feedback about your business, your
website, or your product
3. Saying “Thank You”
Rule #1
/ @connectwcoach Original post linked here

4. @scoutstats
Rule #1
/ @connectwcoach
Marketing is just a fancy word for relationships. Bulletproof
customer relationships are your brand’s biggest assets and calling a
customer with the goal of just making a sale is in poor taste. But if
you call for the three reasons listed in the previous slide, there is a
good chance a sale will result eventually organically.
Original post linked here

5. Never Forget Rule #1
Rule #2
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6. Yes, Rule #1 is THAT
important
Rule #2
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7. Rule #2
@scoutstats / @connectwcoach
Think about it from your own perspective.
Would you open your wallet for a brand
you’ve never heard of before, bust just
saw a link for on Facebook or Twitter?
Probably not unless it’s a super niche
product you really need.
Amazon and big-box brands have an
easier time convincing their online traffic
to buy on their website because their
brands have built trust with the public
already. Most small businesses, like yours,
haven’t done that yet.
Original post linked here

8. Go Above and
Beyond
Rule #3
@scoutstats / @connectwcoach Original post linked here

9. When you consider phone calls as the realest, closest,
and most two-way relationship channel you’ll understand
how important this rule is. Going above and beyond
creates a lasting impression of your brand, because now
when they see your product, they will have nothing but
positive thoughts (and positive word of mouth)
Rule #3
@scoutstats / @connectwcoach Original post linked here

10. For example, let’s say you’re on the phone with a customer
providing after-sale service on a weekend during a late afternoon
and you hear their young daughter in the background saying
“Daddy, I’m hungry.” What would you do? How can you go above
and beyond? Order them a pizza.You have their home address
(because you shipped them their product), and you can find the
closest Dominos to your customer using this link, so if you place
the order online and by the time you’re off the phone the pizza
might arrive within a few minutes. If you’re interested in learning
more about this specific tactic there is another post I’ve written
Rule #3
@scoutstats / @connectwcoach Original post linked here

11. Consider Their
Timezone
Rule #4
@scoutstats / @connectwcoach Original post linked here

12. Doing business online means you need to
operate on a range of timezones. You don’t
want to call someone during their family
dinner time, or if they are asleep. Not only do
you not want to call during these hours but
you need to call during peak engagement
hours. See next slide for insights…
Rule #4
@scoutstats / @connectwcoach Original post linked here

13. I dug into some of my customer store data and put together this heat
map for you. These are aggregated buying times across 3,000 stores.
Rule #4
@scoutstats / @connectwcoach Original post linked here

14. Be Prepared
Rule #5
@scoutstats / @connectwcoach Original post linked here

15. Here are two call scripts you can use right away to stay prepared
Rule #5
@scoutstats / @connectwcoach Original post linked here
Feedback Call Script Thank You Call Script

16. Don’t worry if you don’t have the
confidence right now. After your tenth
call you will be a pro, just add it to your
weekly marketing routine. Start off by
just calling your best customer each
week, and grow from there.
Rule #5
@scoutstats / @connectwcoach Original post linked here

17. For more inspiration checkout our blog:
www.connectwithscout.com/blog
Bonus
@scoutstats / @connectwcoach Original post linked here