Upselling to your Existing Clients
As the new version of QuickBooks comes out each year, we get very excited about the new features and to be able to see all of the work that Intuit has been doing over the last 12-18 month. It is really exciting when we see a feature in the new product that we have either been wishing for or telling Intuit that they need to put into the system. Clients on the other hand are not so keen on upgrading their software each year - for various reasons. Sometimes we have to help them come to the newest version kicking and screaming for their own good. Part of our job (or duty) as a consultant to our clients is getting them what they need and helping them to realize what they need even when they do not know what it is. Yes, it is time to pull out the crystal ball.
The first step to helping our clients is knowing key pieces of information about their business. If we know that they use sales tax, inventory, payroll, credit card or any other feature; as we learn what Intuit is putting into the latest and greatest version of QuickBooks, then we are able to promote those features to a very specified group of clients. As you talk with your clients and fill in the blanks in your CRM, you will be able to run queries. Running these queries can help you promote your expertise and host a webinar on a particular feature to a tailor made audience.
Another great benefit to you as a consultant is being able to solve a problem without driving to your client’s office or even having to remote log into their system. I have a favorite example that I always tell other consultants about, the payroll issue. A client calls in and needs help with their payroll. They say, “it has always worked fine and now it stopped working.” Now, this is a client that you have consistently checked in with and have always said that they were doing fine. As you pull up the client in your CRM, you notice that their record shows that they are on QuickBooks Pro 2008. On the phone you verify this fact and you can tell them that their payroll is not working because the product has been sunset by Intuit and all of the connected services, including payroll and credit card processing, will not work unless they upgrade. Oddly, in your notes you do notice that you have had this conversation with this client previously and you politely remind them of this conversation. They then say, “well then go ahead and get me that latest version, I have to do payroll.” Just by using the information in your CRM, you did not have to login, you were able to use the “Crystal Ball” and get the client what they needed in a matter of minutes. Oh, and by the way, you were able to get a sale of QuickBooks out of the phone call!
Robin Hall is the President and Principal Consultant of VARC Solutions in Friendswood, TX specializing in QuickBooks training and consulting, and also QuickBase development. Robin has been a Certified QuickBooks ProAdvisor since 1999 (Advanced Certified since 2007) and an Intuit Premier Reseller since 2006. She is also member of the Intuit Advisory Council and a QuickBase Certified, QuickBase Solution Provider. Robin has been an expert presenter at Scaling New Heights, and at the Intuit Premier Reseller Conference to almost 600 of Intuit’s top Solution Providers.
Robin has earned several awards including Intuit’s 2010 Payroll Partner of the Year, Intuit’s 2009 Partner of the Year, Intuit’s Customer Satisfaction Award 2008, Bob Scott’s Insights 2009 VAR Stars (for valued-added resellers in the mid-market financial software space), Intuit’s Customer Delight Performance Award, and Friendswood Chamber of Commerce Business Woman of the Year.
To check out NEXT, visit www.varcsolutions.com/NEXT or call 281-412-6914 for more information.