Eric Shultz and Linda Parker presented on relationship management and how to make marketing personal. They discussed that relationship management, also called customer relationship management (CRM), is about connecting with people rather than treating customers generically. The most effective marketing comes from referrals which are built through positive relationships. They recommend sending handwritten thank you notes to appreciate customers and build goodwill, as demonstrated by the success of sales trainer Tom Hopkins who attributed his 100% referral business to his habit of sending thank you notes.

1. Relationship Management or Make Your Marketing Personal Presented by Eric Shultz and Linda Parker Achieve-Ur-Dreams.com Optimism is the light of life Columbus Real Estate Buying & Investing Meetup Group August 27, 2009

3. Service Marketing

4. Customer Service

5. Training

7. 25+ years as Executive Assistant/Operations Manager

8. Marketing (creation of Advertising, Brochures, Business Cards, Flyers, etc)

9. 10+ years as Small Business Owner (Plumbing Company and Pet Boutique)Achieve-Ur-Dreams.com Optimism is the light of life Columbus Real Estate Buying & Investing Meetup Group August 27, 2009

11. Management: (verb);the act or manner of managing; handling, direction, or control; skill in managing; to bring about or succeed in accomplishingAchieve-Ur-Dreams.com Optimism is the light of life Columbus Real Estate Buying & Investing Meetup Group August 27, 2009

12. Relationship Management What is it: These terms are personal in nature and talk about people, human beings, not a generic entity/ thing known as “a” or “the” customer/ client. We are talking about people and getting personal Maybe the better term is “Personal Relationship Management” Achieve-Ur-Dreams.com Optimism is the light of life Columbus Real Estate Buying & Investing Meetup Group August 27, 2009

16. The only thing better is a card with a check, cash or gift card in it.

17. Those sorts of cards can also be a key ingredient of building that relationship with clients or customers, at least the gift card part. Achieve-Ur-Dreams.com Optimism is the light of life Columbus Real Estate Buying & Investing Meetup Group August 27, 2009

19. Time to find a suitable card or buy printed note cards in bulk

22. Does a personal note really make that big a difference?Achieve-Ur-Dreams.com Optimism is the light of life Columbus Real Estate Buying & Investing Meetup Group August 27, 2009

23. Relationship Management Lets Ask Tom Hopkins: Referred to as “America’s Foremost Sales Trainer”; Tom Hopkins built a very profitable real estate business in three years. He reveals his secret… developing the Thank You Note Habit. Tom says*, “Because I understood building relationships is what selling is all about, I began early in my career to send thank you notes to people. I set a goal to send ten thank you notes every day. That goal meant that I had to meet and get the names of at least ten people every day. I sent thank you notes to people I met briefly, people I showed properties to, people I talked with over the phone, and people I actually helped to own new homes. I became a thank you note fool! Guess what happened? By the end of my third year in sales, my business was 100% referrals! The people I had expressed gratitude to were happy to send me new clients as a reward for making them feel appreciated and important.” Achieve-Ur-Dreams.com Optimism is the light of life * www.tomhopkins.com/pdf/ThankYouNotesforRealEstate.pdf Columbus Real Estate Buying & Investing Meetup Group August 27, 2009

26. Here’s how…. Send Out Cards(www.sendoutcards.com/achieve_ur_dreams)Achieve-Ur-Dreams.com Optimism is the light of life Columbus Real Estate Buying & Investing Meetup Group August 27, 2009

27. Relationship Management Lets do it: Use it to meet people, promote a special event,direct mail campaign and more Send a gift card as well You will be thrilled by the return on investment. (FYI; Bulk mailing campaigns historically only give you about a 2-3% return) Use it for your own personal card sending needs as well Achieve-Ur-Dreams.com Optimism is the light of life Columbus Real Estate Buying & Investing Meetup Group August 27, 2009

28. Relationship Management Remember this: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou Make “Relationship Management” the cornerstone of your business plan. Simply put… “Make it Personal”! Achieve-Ur-Dreams.com Optimism is the light of life Columbus Real Estate Buying & Investing Meetup Group August 27, 2009