An effective lead management system can make or break your business. When someone reaches out to learn more about what you do, you can’t afford to drop the ball. Unfortunately, a lot of businesses have trouble staying on top of incoming leads and ultimately end up losing out on those opportunities.
Are you one of them? Here are some of the most common ways businesses lose leads and what you can do to avoid those pitfalls.
Lack of Responsiveness
Did you know that 30-50% of business goes to whichever salesperson responds first? You can have the world’s greatest product or service, but if you’re slow in responding to calls or emails, consumers will move on to the next guy.
A general rule of thumb is to respond to all inquiries within one business day. The last thing you want to do is make your prospects chase you; if anything, it should be the other way around. And if you can get your response time within a few hours, you’re increasing your chances of getting to a prospect before they choose another business.
There are a number of tools you can use to make sure inquiries don’t fall through the cracks. A customer service management tool can help you keep track of all inquiries coming in through shared inboxes and telephone lines. In your individual inbox, you can use a tool like Boomerang to set reminders to respond to emails. Lead management tools also give you the ability to quickly and easily respond to leads from one inbox.
Making It Hard to Get in Touch
Different prospects will have different preferred methods of contact. Millennials and Gen Zers, for example, are notoriously hesitant to make a phone call; they usually feel more comfortable reaching out via email or chat. But some prospects prefer the ease and speed of a phone call.
You want to provide consumers with as many ways to get in touch as possible. Live chat, telephone, email, forms on your website, and DMs on social media are all ways that someone might want to reach out. Again, it’s important that you respond to all inquiries quickly, so have a system in place to manage the inquiries coming in from these various channels.
Incorrect Information on Your Site
Part of making it easy to get in touch is ensuring that your contact information is prominently displayed on your website and that the information there is correct. If your business has recently moved, changed phone numbers, or switched to a new shared inbox system, there’s a lot of places where you need to update that information. It’s also easy to forget to change it on your own website.
Of course, you want the information on your website to be correct for consumers. Nothing is more frustrating for them than to go to a webpage and to find a wrong phone number or a link to a page with contact information that isn’t working!
Mistakes in Local Listings
There’s another reason that updating your contact information on your site is critical, and that’s for local listings. If you aren’t managing your business profile on local listings directories, they’ll pull information from your site (or worse, someone else can add incorrect or outdated info!). That means that if the information is wrong at the source, it’s likely being shared elsewhere.
Not only that, but consistency in contact information across all your online assets and directory listings is a ranking factor for Google. Incorrect information could be harming your position in the search engine results pages.
Beyond making sure that your current listings are error-free, you also want to undertake a process for expanding your presence to additional listings. The more places you can get your business’s name out there on the web, the more likely you are to attract leads who otherwise wouldn’t have found you.
Lead Management Chaos
With all of these channels through which leads can discover you and reach out, it’s critical that you have a solid system in place for managing it all. A lack of a system, or trying to MacGyver your own system on a spreadsheet or shared team doc, is like asking for prospects to get lost in the shuffle. A proper lead management system is designed to organize all of ;the information coming to your team and put everyone on the same page about who’s responding to whom.
Losing track of leads is all too common a problem for local businesses. It’s easy enough for businesses to figure out what they should be doing but managing it all and making it happen in real life is much trickier. When you’re systematic about keeping track of your leads, you set yourself up for revenue growth and impressing new customers from the very start of their relationship with your business.
We have the tools to keep track of all your leads, and we can help you get them, too! Give us a call today so we can chat more.