In today’s conversation, Andy talks with Erick Vargas of Followup CRM. Though Erick joined the company in 2017, Followup CRM started in 2008.
MARKETPLACE & MINDSET
With knowledge in the roofing industry, a Fort Lauderdale company was purchased and a shift in perspective took Best Roofing from bleeding to best over the years. With an amazing sales team and proper tracking of leads, now often in the top 10 for roofing companies, Best Roofing wasn’t always that way.
Facing the choices of turning things around or going out of business, they considered many different CRMs and attended various seminars, but nothing fit the business model. The new team became determined, a new mindset of success was developed, and a great CRM was born. Built by contractors for contractors.
Shift your perspective and get serious about following up with leads and clients. If you follow up more than 4 or 5 times, you are going to win more business – that’s just common sense. It is also why the name Followup CRM was chosen, and why they will do $65 million in business this year due to their system and tracking of data.
A company that was hurting and struggling decided to create something that wasn’t in the marketplace of ideas.
BASICS & CUSTOMIZATION
If you are unfamiliar, it is time to understand. CRM means customer relationship management and is a critical part of any business. Maybe this seems unnecessary because you are old school and your handshake is your bond. Building electronic records is daunting and complicated anyway. No longer! A good software like Followup CRM makes the process simple and efficient.
Having a CRM system helps you track every lead, jobs currently in the pipeline, open quotes/opportunities, and contracts that have been completed so you can continue to follow up and service those clients well.
They have incorporated all the “must haves” from a CRM. It offers a good mobile version. It is customizable enough to meet your needs while not overwhelming those who want immediate structure. It can adapt as changes in technology and will grow with your business.
Followup CRM offers capabilities to customize while being significantly structured and out of the box ready to go. It also functions and looks the same whether using it on your desktop, laptop, or mobile device.
Always ask of the CRM provider to see a demo and “do you have clients in my industry and at my size?”
LEADS & TRACKING
Everyone thinks “I need more quality leads”, but you also need to follow up with the ones you already have. When someone calls in to your company. Open a new file in the CRM and capture that info on the spot. Ask questions like “how did you hear about us?”. Maybe it was from a truck wrap, sign, trade show, neighbor. Gather this information to compile your data and tracking record for leads and where they are coming from. And then double down on what is working!
Whenever you are in a conversation about your business, open the CRM and enter their contact info on the spot. View each contact like they are their own company. Track proposals and estimates given to each building owner and squeeze the juice out of every lead!
ACQUISITION & RETENTION
Create opportunities for service repairs no matter what. Build trust with each client experience during maintenance and general service and when the roof replacement is needed, they will stick with you.
Build relationships, take notes in your CRM about what your client likes to do in their spare time. This is a great way to send pertinent and meaningful gifts and appreciations when appropriate.
Ultimately, you want any acquisition to become full retention of that client. Track your return on investment. Acquire your new customer base then keep them by how you treat them and service their building needs. A good CRM helps you be accountable by reminding you, allowing for good history and information on each client. Be trustworthy and reliable with each lead and follow up consistently.
FOLLOW UP & INNOVATION
How to decide when to follow up? Ask directly “When is a good time to follow up with you?”. This gives you permission to reach out again and you will not feel it is pestering them. Put that reminder into the CRM and then be sure to follow up. This also gives you opportunity to build respect with the client appreciating their time. Be sure to reach out if there is any price change or update that is significant, even if it isn’t during the scheduled time. Reminders are essential and a good CRM provides easy reminders for the most important meetings, proposals, client interactions, and more. Don’t remind yourself to the point of frustration, pick the essentials and be proactive!
Coming soon is more automated data entry. Easy fill addresses and information are gaining trust and making the software more user friendly and efficient. Followup CRM is working diligently to build more data entry capabilities that save you time and help with accuracy. The bottom line, we know your greatest need is to close leads and we strive to put that structure at your fingertips.