Build Relationships and Build Business on Powered by Customer WOW Project

About Jessica Peterson  Nearly 20 years of experience working in the banking/finance field  Has been a partner in a lending firm  Won a national lending award  Achieved “Top in Sales” for a bank  Learned by reading and through experience what does and does not work to ensure success in business

CONTENTS 1. What is the purpose of this presentation? 2.Why do I need to know how to build relationships and build business on Facebook? 3.Mind-blowing facts about business relationships. 4.Helpful tips on utilizing Facebook to the advantage of your business. 5.Customer WOW Project’s Gifting Service

PURPOSE The purpose of this slideshow is to show you how to effectively use Facebook to build enduring customer relationships and increase business. FACT: As of October 2012, Facebook has ONE BILLION active monthly users. Are you using the biggest social media site in the world to your advantage? FACT: Over 2.7 billion “Likes” every day on Facebook.

Why do I need to know this?  So many resources right at your fingertips.  Communicate with your top clients quickly and easily.  Writing posts or sending Facebook messages saves paper.  Cut back on vehicle emissions by communicating with your clients from your home or office. Save the environment! Save money! Save time!  Facebook is a FREE service.  Conserve fuel costs you may otherwise use to drive around town. Keep in touch!  Everyone is busy, including us, so it is a great way to keep in touch.

Did you know…?  There are more than 3.5 billion pieces of content (web links, news stories, blog posts, etc.) shared each week on Facebook!  43 percent of all online consumers are social media fans or followers.  Companies, on average, lose about 50% of their customers each year.  It costs 20 times more to do business with a new than existing customer.

WOW Tip #1 – Take control of who you regularly see in your News Feed *It is worth the time to do this for each friend! 1 2 Did you know that Facebook has incorporated what friends you see when you look at your home page? Ensure you are seeing ALL friends in your News Feed! 1)Go to each friend’s page and click on the “Friends” button located under their cover photo on the right side of the page 2)Be sure “Show in News Feed” is checked

WOW Tip #1 - Continued Next, tell Facebook that you want to see ALL UPDATES from each friend 3) Click the “Friends” button then click on “Settings” 4) Be sure “All Updates” is checked *It is worth the time to do this for each friend! If you do not want to see what they post, why be their friend?

WOW Tip #2 – Create Client Lists Creating lists helps you organize your clients. 1) Click on the gear icon on the right side of the timeline, under the cover photo. 2) Choose an existing list or select “New List” to create a new list. An example of how to differentiate your clients:List “A” includes top 25 clients List “B” includes top 50 clients List “C” includes top 100 clients

WOW Tip #2 - Continued 3) Make sure your friend is selected (outlined in blue with white check mark) then click the “Next” button. 4) Name your list. 5) Choose your privacy settings for who can see the list. 6) Click “Done” and your friend will be added to your new list.

WOW Tip #2 in action If you place your top 25 clients in a list called “A”, you can easily nurture your top clients with the click of a button. Personal story: I reached out to an “A” client and asked them to recommend me to five of their friends. That client asked, “Why stop at only five friends?” They ended up recommending me to 30 friends after that conversation! Limited on time? Click on the “A” list to see all updates from ONLY your top clients. Be sure to stay in touch with your “A”, “B”, and “C” clients. Call them on the phone and tell them you appreciate them! Then ask if they will refer you to five friends. Interact with your top 25 clients as often as possible, but don’t forget your other clients, too!

WOW Tip #3 – Know Your Target Market If your business is targeting chiropractors, do you know a few chiropractors? If not, ask friends for contacts within your target market and reach out to them on Facebook. Start engaging in conversations with your target market NOW! Keep in mind that it takes time to develop relationships with others. A relationship must grow; it will not happen overnight. It takes time for others to get to know you, like you, and trust you. Research the top companies in your target market, find their Facebook page, and reach out to them. Personal story: A woman I did not know reached out to our fan page several times. As a result, I took an interest in her and sent her a private message saying I appreciate her comments and would like to get to know her better. She sent me a Facebook friend request, we started chatting on the phone, and now are exchanging business with each other. So if salons or gyms are you target market, have you started engaging conversations with them?

WOW Tip # 3 - Continued Research top influential people who won awards in your target market. These are the business relationships you want to take time to build. They are highly acclaimed in their field and are proven to be successful! Reach out to them on Facebook and start a new business relationship.

WOW Tip #4 – Show a sincere interest Ask yourself, “Am I doing all of the talking? Or am I ‘listening’, too?” A great way to be a good Facebook listener is to post positive and interactive status updates.  Ask questions  “Share” this post  “Like” if you agree with this post

WOW Tip #4 - Continued People like it when you take a personal interest in them. 1.Take time to write a personal message on their wall. “Good morning, Crystal. How are you doing?” Something short, simple, and sincere will make them feel like you care. Remember, you want them to know you, like you, and trust you! Personal story: I found an article for my friend and privately messaged the link to her on Facebook. She loved that I did that! This showed that I cared about her and her interests. 3.Pick up the phone and call them! 2.Share an article with a friend and let them know you thought of them when you saw the article.

WOW Tip #5 – Help people know YOU People want to know you on a personal level. This will be a base for a strong, enduring relationship. WHAT YOU POST ON FACEBOOK With this in mind, 80% of your posts should be personal and 20% of your posts should be business-related.

WOW Tip #6 –Time Management 1.Keep the Facebook app on your smartphone 2.Set aside time to check Facebook  Use a timer to limit the time you spend on Facebook. 3. Utilize your client lists to touch base with your top clients when you have limited time  Check your NEWS FEED when you have a spare minute between appointments or during a TV commercial at home.  You can quickly scan through updates and respond to posts during down time.

WOW Tip # 7 – Interactions An interaction can be: Commenting on a status update, photo, or video “Liking” a post, photo, or video Sharing an article, status update, photo, or video If you are talking to someone in person, do you always only talk about yourself? Or do you take an interest in that person and what they have to say? Interactions on Facebook is a way to show you are interested.

WOW Tip # 7 - Continued Each interaction brings your post to the top. You WANT your posts on top! It means they are being displayed to and seen by your clients. Personal story: Recently a friend commented on one of my photos that was more than a year old. I responded to her comment; because of my response, the photo showed up in my friends’ news feed again. ALWAYS take the time to respond and interact to posts from your friends to show you care! Just because someone subscribes to you doesn’t mean you have to subscribe back.

WOW Tip #8 – Pick up the phone You should and will have to pick up the phone! Be careful when you are calling to initiate business relationships – be sure you are familiar with state and federal “Do Not Call” laws.

Customer WOW Project Gifting Service We keep you “Top of MIND” by sending gifts to your customers FROM YOU for one, two, or three years! Our goal is to get your customers to: Remember you Feel appreciated Be a fan of yours for life Keep coming back to you In addition to Social WOW, Customer WOW Project offers a gifting service. Check us out online at and pass us along to someone you think can benefit!

Jessica Peterson