Two recent studies
published by Forbes and Cobalt show stats that look like what we were trying to
correct years and years ago. So it's a little depressing to see that many leads
are wasted; 71% to quote Forbes.
The good news is that the solution is not complex.
But before diving into the solution, first look at the findings from mystery shops of over 10,000 companies:
We don't greet promptly. The average response time is 46 hours and 53 minutes. Eek.
Sometimes we don't greet at all. 20% of leads go unanswered. 60% of auto dealerships don't even call the customer, relying strictly on emails.
We give up way too soon. The average number of call attempts are 1.3.
75% of leads for "Quick Quotes" did not include a price quote.
The good news is that the solution is not complex.
But before diving into the solution, first look at the findings from mystery shops of over 10,000 companies:
We don't greet promptly. The average response time is 46 hours and 53 minutes. Eek.
Sometimes we don't greet at all. 20% of leads go unanswered. 60% of auto dealerships don't even call the customer, relying strictly on emails.
We give up way too soon. The average number of call attempts are 1.3.
75% of leads for "Quick Quotes" did not include a price quote.
It's obvious what's
wrong with each of those stats. So whadya do?
Make sure you know what your stats are. Not what you think they are, not what your employees say they are. But verification that:
Make sure you know what your stats are. Not what you think they are, not what your employees say they are. But verification that:
- All of Your Leads are Responded to
- Leads are responded to within 30 minutes during normal business hours
- Every Response is Complete - this will take you auditing actual responses compared to actual leads
- Your contact cadence includes phone calls - and you make more like 9 or 10 attempts versus 1 or 2
