Using a Call Center for Referrals & Follow-Ups for Success

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Customer Retention Call Center, and Follow-Up Strategies

– Focusing on customer satisfaction and loyalty
– Turning follow-up calls into valuable opportunities
– Outsourcing call center tasks for efficiency

Stephan Spencer 00:00
Hello and welcome to marketing speak. I’m your host Stephen Spencer and today it’s my pleasure to have Mostafa Hosseini with us. Mustafa is the founder of Persyo and creator of the simple retention formula simple marketing formula and the simple offer formula.

For the past 12 years he’s helped business owners and entrepreneurs build profitable businesses in various niche markets and industries. Currently, his call center helps establish businesses fix their follow up problem and scale through referrals and customer retention. without spending any money on ads. Mostafa, it’s so great to have you on the show.

Mostafa Hosseini 00:31
Thank you. It is great to be here, here. And I really look forward to our conversation.

Stephan Spencer 00:35
Yes. And last week, we had a conversation where I was on your podcast. And we talked not just SEO, we went into some really powerful and fascinating spiritual topics, too. That was fun.

Mostafa Hosseini 00:50
Absolutely. I really enjoyed our conversation, and I can’t wait to see what what we’re gonna get into today.

Stephan Spencer 00:57
Yes, whatever unfolds is meant to unfold you know that the the Arabic word, Mac tube means it is written. So our conversation and where it goes, all the kind of rabbit holes we explore, are already written

Mostafa Hosseini 01:13
100% Yeah,

Stephan Spencer 01:15
Awesome. So let’s start off. But if you could share maybe a little origin story of how you ended up focusing so much on follow ups, retention and referrals? How did you get into that area of focus? And any kind of crazy outlandish stories that would you’d like to regale us with?

Mostafa Hosseini 01:39
For sure, for sure. So I ran a marketing agency from 2010, to 2018, where we did A to Z in digital marketing for our clients along with coaching and consulting our clients on their marketing. And so back in the day, I learned from Dan Kennedy about the power of follow ups and customer retention and how it’s like a low hanging fruit and not very many people actually do it.

So the story is that over the years, every time I ran out of cash, or customers and referrals, and if I had a deadline, with like payroll and making payments, I would worry about it for a few days, then I would come to my senses, and realize that I actually have a list of customers and prospects that I could probably tap into that I would pick up the phone, make a round of calls to my list.

And on the day of or shortly after, I would get cash appointments, referrals, introductions, you name it. The later on I started, I started teaching the things that actually worked for us, like the 8020 of the results that we got from our agency days, and of course called simple marketing formula. And the last module was always customer retention, then I’d be like people use this script, this is that this script that actually works for us, follow this process, pick up the phone, call your list today.

And you got to see cash appointments, referrals, and you know, and everything else, starting today or next week. And nobody would do it. Am I people this actually works. This is actually the process. Turns out people actually hate to pick up the phone and make calls. And that’s something that I do naturally, almost every morning like my, my daily routine is I get up, go grab a coffee, go for a drive in the countryside, call my friends and family have a conversation, touch base, come back to my office and start working.

So as I do this, naturally, what happened? Do they fit that? I saw that people don’t want to do it. And then one time I had a guy who was making calls for us. And then in the workshop, I was like people, I have a guy who can make calls for you to your list who wants an introduction? Everybody, they’re like, yep, that’s great. Then I’m like, Oh, that’s interesting.

What if we do it for you and manage it for you? Who wants us to do that? But yes, brother Sign us up. This is great. So took me a body couple of years to kind of put my thoughts together as and then start the call center. And over two years that was actually follow ups and retention has been our most profitable, highest converting marketing activity period. So that’s the story to how we started a call center specializing in follow ups and customer retention.

Stephan Spencer 04:37
That’s awesome. How many staff do you have?

Mostafa Hosseini 04:41
We got about a team of five now.

Adding Human Touch in the world of AI

– Elevating marketing efforts with personal connections
– Doubling sales through spiritual connections
– Finding the right fit for clients

Stephan Spencer 04:44
Awesome, and where do you see yourself heading to over the next few years? You know, there’s a lot of innovation happening with artificial intelligence with automation and so forth. Where do you see See this heading for your company and generally in the industry?

Mostafa Hosseini 05:06
So would we kind of add to the mix is that human touch doesn’t it that is missing quite a bit. These days, there’s a lot of digital things happening with AI, people are reading emails, and, you know, spending a lot of time on the apps. So we try, we will incorporate the AI into the technology and what we do.

But, what my team and I do is we pick up the phone and have a conversation with people. So we add the human touch to the to the mix. And that’s our focus and a specialty for now. Unless we see many people saying, Mustapha, we don’t want this, we just want to go digital, which so far hasn’t happened. So far. People are pretty excited about what we do. Yeah,

Stephan Spencer 05:49
and you’re focused on the existing customers or clients.

Mostafa Hosseini 05:56
Yeah, we work with an existing list of leads, customers and past clients. So we work with an entire list from the moment they opt in to get a lead magnet all the way through following with people on a webinar and event existing customers, past customers, partners, we just make sure that our customers don’t leave any money on the table.

And make sure everybody’s contact it with and, and just build that bridge and reestablish a relationship and start booking appointments and getting

Stephan Spencer 06:29
referrals. Yep, got it. So you’re not cold calling from the phone book or anything like that? No,

Mostafa Hosseini 06:37
no, there’s always a transaction. And a reason to call. Yeah,

Stephan Spencer 06:41
Got it. You know, there’s a great story I heard from Vishen Lakhiani, who’s the founder of Mindvalley. And he told him, before he started Mindvalley, he worked at a law firm software company. They had Software as a Service, and they offered it specifically to law firms. And what he did was cold call sales. He was commissioned only, and he was barely making enough money to survive. He would work through the phone books and start letter A go to the letter Z for the law firm section of the phonebook the Yellow Pages and are white pages, I guess, on the business listings in the white pages, I guess.

Anyway, so he would do that for a living and it was kind of hand to mouth, barely eking out a living. Then he went to the Silva method, seminar, he learned about manifesting and about spiritual concepts, law of attraction, all that sort of stuff, he came back and instead of starting with the letter A in the alphabet code for the different regions that he was serving, he would go only to those law firms are called only the law firms that he felt this this I don’t know draw to or like a spiritual connection with and his sales doubled up and then they doubled again.

And they doubled again and he ended up after several months being promoted to a vice president role in that company. He later very interesting found Mindvalley which has become a huge eight figure, maybe it’s even nine figure personal development business offering all these amazing courses and, and communities and so forth. But it’s such a great story it’s an it’s an example of how if you marry the practical kind of pragmatic three dimensional world with your connection to the unseen world and to your higher self, it is the perfect combination.

It’s kind of like the peanut butter and the and the jelly or the peanut butter and the and the chocolate go to Great Tastes together right so how do you kind of manifest that magic in your business and in your life and inspire your clients do the same?

Spirituality and Business Connections

– Believing in destined business partnerships
– Reducing pressure and increasing receptivity
– Embracing synchronicity for business growth


Mostafa Hosseini 09:22
So I like one on one, face to face conversations. Typically, like what we’re doing right now. If and if if we feel it, if I feel the connection, all you know we obviously follow through, but and then if I don’t feel the connection I don’t I don’t sweat it too much. I don’t I don’t worry about it too much.

Because I’ve learned over the years that if and if and if I try hard and like sign up a customer. That is not a good match. It doesn’t work at the end of the day. We will there will be a reason for us to part ways and usually is not on good terms. So now I’m like, I would just wait.

Like, this morning, I had a perfect example. I spoke at an event. And I told you about it before we started, I spoke at an event a couple of weeks ago. And when I spoke at the event, it wasn’t like the perfect audience for me. Like both people that I was talking to, they were just on a different, different mindset, different group of people, not exactly a lot of the people that I was looking for. However, there was like two or three people that would be almost perfect prospects for me, I spoke to one of them this morning.

And it was like, we were on the same page. When he would do the stuff that he would say, I would just like, this is perfect. It sounds like we’re meant for each other. And it’s like my staff, I’m ready to sign up, like, awesome, right? And so there wasn’t, there wasn’t like when I when I see the right fit, there’s not a lot of selling happening. There’s good connections, there’s good vibes, and there’s good back and forth. So I think that’s how I would qualify, the right people that I come across.

Stephan Spencer 11:10
No, that’s awesome. There’s a concept that I learned from Anne Marie Pizarro who’s a very well respected and legit Akashic Records reader, meaning that she opens your Akashic records the Akash and Sanskrit means primal substance. It’s where all thought words and deeds are recorded across all lifetimes. Each of us has our Akashic records.

And she accesses your Akashic records with your permission in a reading, and you can ask questions, and then she will relay the answers that she receives from the Akashic record keepers. Pretty out there sound and concept for somebody who’s very much a materialist and skeptical, but she’s totally legit. There’s stuff that she’s told me that she couldn’t have possibly known. And yeah, so what she said when I, I think it was in one of her courses, programs I was taking.

So I also learned how to open my own Akashic records by taking a course from her. Anyways, I got this concept from her that I just love, and it’s that you have an assigned group. In your business, you don’t have clients, you have an assigned group, they’ve been assigned from above, from God from the upper world, upper worlds to work with you, for whatever reason, that is going to bring about the highest and best good for you to work with them and for them to work with you.

So if that’s all written, right, back to concept, at the beginning of this episode, Maktoum, it’s already written, these are clients that you are destined to work with, then you’re meant to enter if your paths are meant to intersect. So it takes a lot of the pressure off really like, Okay, I don’t have to hustle so much, you know, kind of like the Gary Vee style of hustling to make a living, if I know that I’m just being carried down the river.

So in that regard, that takes the pressure off, but it also makes it makes you more receptive, if you believe in spirituality.

And, you know, there’s a bigger picture it, I don’t know, kind of plugs you in more to that magic, mystical, aspect, the unseen world instead of just the seen world. So I’m, I’m curious to hear what your thoughts are about this idea of an assigned group.

Spiritual Entrepreneurship and Angelic Intervention

– Discovering inspiration in unexpected places
– Applying principles of flow for success
– Exploring higher powers in business strategies

Mostafa Hosseini 13:57
I mean, I would typically attract the people that will be attracted to me, and I’ll be attracted to them. And so for me over the years, every time that I tried to hustle or work too hard, it didn’t really work for me, I just got burnt and frustrated. And if it didn’t work, at the end of the day, I’d be tired and burnt out.

But then, it wasn’t actually too long ago that I did kind of an assessment of business years, and I realized that every time that I was more relaxed, I actually did way better with business. But when I tried too hard, it didn’t quite work as much.

And like, even if I tried harder, the results weren’t too much different or different at all. But when I relaxed, it’s like, it’s like when I relaxed. I feel that I’m opening up opening up to the channels of receiving right as when I kind of get tense and when I try To say, hustle, I feel like I’m closing to receive my receiving channels.

And then there was the idea. We talked about on my podcast, I, I read the book, The Game of Life and how to play it. And there was a concept of just letting go and casting the burden, burden. So that letting God take care of things. And just let it be and that that way, I was like, oh, that’s, that’s very relaxing.

And that’s, I like it that way. You know, when you want to just let go and then work on attracting and being connected and getting connected with the right people at the right time. And we even, we even have our thing where we were booked on each other’s podcast back in January this year, for some weird reason got cancelled.

And now we’re here today, after I’ve read the book, The Game of Life and how to play it, and we talk while you’re like, Oh, I’ve read it. I’m like, I’ve read it this, and we had this great connection. So seems like it was January,

Stephan Spencer 16:08
Neither one of us would have had read that book. Yep. And, and it feels very much, you know, synchronistic like it was meant to happen and the timing was organized was arranged for us. I love so much. The, the concept I learned from Yannick silver, he’s the founder of the maverick mastermind, big internet marketer who has moved on to being more of a spiritual author, a Hay House author. And, you know, this mastermind is very much a spiritual entrepreneurship mastermind.

I love it. It’s one of five different masterminds I’m in currently. And by the way, that’s how we met of course, was through a different mastermind called JVMM, joint venture mastermind. So I love I love masterminds. I love the connections that they forge and the insights that you glean from the different members and stuff. Anyways, so the game of life. I learned about that book, because YouTube randomly not randomly, nothing’s random, presented that to me, as a suggested video on age of YouTube.

And and I’d never heard of Florence Scovel Shinn, she’s the author, the book is 100 years old. 1920. Most people will not have heard of it. I had not heard of it until, like six months ago. So that concept of having something show up in your field in the quantum field, right at the, at the right time, kind of like the if you ever saw Harry Potter to the Room of Requirement, right? It’s like it just shows up when you need it at the right time in the right way.

And I just was drawn to that I started listening to that audio on YouTube. By the way, that is a better sounding audio. NARRATION apparently, then the audible narration that’s on I’ll include a link and I’ll embed in my team will embed in the show notes for this episode. That particular audio book from YouTube on YouTube. Yeah. So I just loved that book. It was almost like hearing Neo from the Matrix. Explain how the matrix worked. And this is cutting edge stuff. Back in the 1920s. I just loved it.

Mostafa Hosseini 18:59
Absolutely. Absolutely. I you want to Can I share my story here,

Stephan Spencer 19:04
please? Uh huh. Seven,

Mostafa Hosseini 19:07
seven years ago, seven years ago, I was visiting family in Tehran, Iran. And I sat in his taxi. And this guy had a book on his dashboard. It was this this book, and I’m like, what is that he go, he goes, and he’s like, this is this amazing book that I read into change my life. You want to read it? And then I’m like, yeah, he goes, read this chapter.

And the chapter was the law of non resistance. So Tehran has a very bad traffic issue. Driving into Iran would drive you nuts. And then it would literally make me go crazy. And then what happened was, I read this this chapter in law of non resistance and it says, You got to be like water coming down the mountain, and act like water when water No one water reaches a stone, it doesn’t fight this stone, it just goes around it. And it continues until it makes it to the river.

And then as soon as, as soon as I read that I’m like, That’s very interesting and just made my driving experience instantly better. So I was like, for looking for all this open space. And then it, then I just dropped most of the resistances that I had, because I’m like, Alright, I’m just going to continue going like water. Now what I did was I went out and bought a copy of this book for almost every family member that I had probably bought like 15 of them, then, Oh, my God, this is an amazing book, you might want to check it out, then I didn’t read the book too much.

Like you said, YouTube started suggesting this book to me over the past few months, like multiple times, then one day, I’m like, maybe I should check this out. Then I started reading the book. I’m like, this sounds familiar. And then I realized this is the book that actually bought seven or eight years ago, gave a copy to each of my family members, and

Stephan Spencer 21:08
then promptly did and then I ready to walk.

Mostafa Hosseini 21:11
Yeah, then I went back and I called all of them offline. Like, you know, that book that I bought two, seven years ago, you should probably look into it. This is an amazing book. And I actually got a few of them to actually read it up. So it’s awesome. It was it was. Yeah,

Stephan Spencer 21:26
that’s a great story. So what I was gonna say about Yannick Silver, who was a past guest on this show, founder of Mavericks. So he introduced me to the term Biblio Mansi. Which means when you open a book, with intention, you’re taken to exactly the right place. Kind of like a few pick a card out of a deck of a tarot deck, or angel cards or something like that.

None of this is random. It’s all orchestrated from above, kind of like the angels are editing your movie in real time. So I loved hearing that I’ve had many experiences of Biblio Mansi. And then shortly thereafter, I learned from someone else of a related concept. 

And that’s called shuffle. Mansi. Same thing as Biblio Mansi, except it can be anywhere, especially online, such as when you’re scrolling through your Facebook feed, or going to the YouTube homepage, any place where an algorithm is going to, quote unquote, randomly select something seems random, but it’s not actually just an algorithm, the algorithm is just the way of it being it’s, it’s the way the facilitating the, the angels working behind the scenes editing, or moving real time using the algorithm as a way to do that. 

I know that sounds pretty out there for some of you folks listening, but if you have the willing suspension of disbelief, and you just, you know, be open, then stuff, magical stuff starts happening. So shuffle Mansi is how I came across her book, The Game of Life and how to play it.

And so many other things, so many synchronicities that happen in my life, the more I’m just I’m floored, pretty much every day by the synchronicities and stuff that you can’t just, you just can’t make it up. Anyways, so I would love to hear a bit more about your, your process your framework for getting more referrals. And, you know, striking while the iron is hot, so to speak, asking for the referral or the recommendation, or the whatever, you know, asking for something.

Testimonial, when they’re at a peak state of you guys have really knocked it out of the park, we really love you. Rather than waiting until you’re, you know, in need. You’re just, I’m sure you have a process that’s repeatable, and it’s scalable. So if you can break that down and walk us through it, that’d be great.

Using a call center to ask for Referrals and Testimonials

– Securing referrals with tact and timing
– Maximizing referrals with friendly approaches
– Gathering testimonials for business credibility

Mostafa Hosseini 24:33
Absolutely, there are a couple of places that are like the best place best place to ask for a referral and or a testimonial or review. One is when they first sign up, when they make a purchasing decision. That’s one of the best places and times to ask for a referral.

And the question is: who do you know that is having a problem with SEO?
Who else do you know that is having an SEO problem?

Now because they just went through the process of trusting you, and believing in your expertise and you know, swiping their credit card and giving you cash or credit.

Now they trust you. And then like, you know what I know Joe, who also has a website who is not showing up on Google, they should probably have a conversation with you. And so that’s the first best time. And the second best time to sell similar to what you mentioned, is when you actually deliver a result, when they’re happy, they’re experiencing the emotions. And they remember, and they are in the presence of what they have received. That’s the second best time to ask for a review, or a referral.

And a mistake that many people make as they, they wait for it, they’re like, let me wait for a week, or two weeks or a month or six months later to ask for a review or a referral. And the problem with that as a week later, they have forgotten about that experience; the emotions are gone. In my experience, every day that goes by you, you lose about a 10% chance of getting that referral or, or testimonial or review.

So a week later, you have a 70% less chances of getting that review. Because they forgot all about it, they moved on, they’re now going through different emotions. So what we had is in my workshop, simple marketing formula, I had it embedded in my slides where at the end of the workshop; I get people to share their experience.

Right. And that became, are basically testimonials and reviews about their experience, because they receive the results. The next day, they have to think about that remember, so and then that’s when we also asked them who else do you know, that could use our services? Who else do you know, that we could do business with? 

So that’s really that’s how I would do it. Right? So what we do is we follow up from the moment they opt into a list to webinars, events, existing customers and past customers is we reach out to these people consistently and have a conversation and friendly, nurturing conversation.

And it’s embedded in our script to ask for a referral if the conversation is going well. Even if the person in front of us is not a qualified prospect or customer, they may know someone that is so we always ask Who do you know, that may have an issue with x x could be SEO with their follow up their sales, marketing, marriage, whatever the topic is, and you never know who knows who.

And so, when you ask that question 100 times, chances are pretty good that you will get between one to five referrals and it could be a referral to one person or a referral to a group of people. And that’s how that would go. So you can always ask for a referral in a friendly, non-pushy way.

Customer Retention Techniques

– Harnessing the power of testimonials
– Building recurring revenue streams
– Maintaining customer communication for loyalty

Stephan Spencer 28:08
Yeah. Like that. Now, there’s something else that came to me as an example, an approach. I don’t know if you’ve ever done this, but if you have a joint webinar with someone, let’s say famous in your industry, or just generally famous and you’re one of the subject matter experts or the subject matter expert, and the person is introducing you it’s in their best interest to you know, kind of shout from the rooftops your highest and best qualities.

So, this happened for me years ago, Tony Robbins was introducing me and I was teaching a webinar on SEO to his like platinum partners and high end clients. So he was singing my praises. And he said some amazing stuff he he called me the one of the top SEO people in the world and all this stuff. And that webinar was recorded.

So now that portion of the webinars on my Testimonials page with the audio so you can actually hear in his distinctive voice and sayings. I know Stephanie’s one of the top SEO experts in the world and turn that audio also into a text based testimonial. You can either listen to the audio or you can just read it it’s yeah it’s a huge credibility builder and going to Tony and asking for a testimonial would have felt really necessarily icky but hard to do for me.

Whereas have Bingham introduced me in a way was to his tribe. Oh, that was easy. Have you have you come across this? Yeah, he basically referred to all of his tribe. Yeah, he referred me. But he also gave an incredible testimonial about me too, at the beginning to introduce me. That was really cool.

Mostafa Hosseini 30:23
100%? Yeah, I’ve had a similar experience. When I appeared on someone else’s podcast, when they did the introduction, they were my friends. And they gave me a raving review about what they thought of me.

So what I could do is what you could do is if you show up like on a podcast and or, or a show, you could actually, like you said, cut up, cut out that piece and use it as a review or what here’s what other people say, right?

Stephan Spencer 30:55
Now, that’s awesome.

Mostafa Hosseini 30:57
webinars is one way, there’s probably multiple ways to do that as well. How

Stephan Spencer 31:01
do you retain a client? And what are some of the non conventional or surprising techniques that work the best

Mostafa Hosseini 31:21
for retaining a client. So there are a few things that are embedded in customer retention that you got to have in place. One is you’ve got to have a good service and good product that you’re doing a great job at. Another thing that affects your customer retention is your pricing model and how you have structured your your packages, a better way to do it to increase your customer retention rates is if you have a recurring ring, continually built into your packages where your customers continue to use your services and products on a daily, weekly, monthly basis or annual basis.

That increases your customer retention rate. Having good customer service in place, obviously helps with customer retention because you’re taking care of them. Now, another really important piece that most businesses drop and doing don’t do a good job at is they don’t stay in touch with their customers. So they assume that the customers are happy.

They don’t do surveys, they don’t, you know, pick up the phone and have conversations. And that’s where they dropped the ball. So one technique that is very simple, and it kind of helped, pushed me and steered me to start the call center is picking up the phone and have a very friendly conversation with your customers. Right.

It’s not a salesy or pushy conversation, it’s just a matter of picking up the phone and say, Hey, Stefan is Mustapha here, how’s it going? I’m calling and say hi, and see how things are going? How are things with you? And then do you have any feedback about the product or service that you’re using? And you could just, you know, then a steak white and see what they say?

Is there anything that we could improve about our product and service? And then that’s another question. Another simple question is, is there anything else I could do for you? And they will let you know if there are other things that you could do for them. And that question could lead into an upsell, doing more for them, and whatnot?

They may they may, they may tell you or they may come back and say well, what else could you do for me which, to which you could open up, you know, the conversation about other services and products that you could do for them.

And that one very friendly conversation that we do every three or four months, like we pick up the phone every three or four month, make a round of calls to the entire list does a lot of wonders in terms of appointments, referrals, introductions, critical customer feedback. That would be my simple trick that you could actually use today. Like literally use that script, pick up the phone, call your customers and see what will transpire.

Follow up call script

– Script for Addressing the time since last contact
– Script for gathering feedback and suggestions
– Call script for asking for a referral

Stephan Spencer 34:22
So how let’s roleplay this I’m going to be the customer that Sure. Maybe hasn’t used your service for two years. And or no let’s do active customer active customer but one who you haven’t had a conversation with for a few months.

So we’re using the product, the service, we’re getting some value out of it otherwise we would have stopped paying for it. So we’re things are just ticking along and I got a call from You’re out of the blue. So let’s roleplay this.

Mostafa Hosseini 35:03
For sure. All right, Ring ring.

Stephan Spencer 35:06
Hello. This is Stefan. Stefan

Mostafa Hosseini 35:09
Mustapha here with Persyo. Did I catch you at a bad time?

Stephan Spencer 35:12
No, no, that was good.

Mostafa Hosseini 35:16
Hey, I won’t be too long. Yeah. How’s your day going? So far?

Stephan Spencer 35:18
It’s gone. Well, it’s been back-to-back meetings. So I can’t wait. And yeah!

Mostafa Hosseini 35:25
Tell me about it. Look, I know, we haven’t been in touch for a few months. So, I just came across your name. And I thought I’d call you and say hi, and see how things are going for you.

Stephan Spencer 35:35
I appreciate that. Now, things are going well, and we’re still using your service. So yeah, we’re, we’re happy.

Mostafa Hosseini 35:45
Fantastic. On a scale of 0 to 10, how would you rate our service?
Nine and a half, nine and a half?

What do we have to do to make it a 10? For you?

Stephan Spencer 35:59
Oh, I never give 10s Nobody’s perfect. I always look for. I always look for progress, not perfection.

Mostafa Hosseini 36:07
Fair enough. Fair enough. Is there any any feedback that you could share with me where we could use to improve our product or service?

Stephan Spencer 36:20
Not really, no, I just think it does what you advertised it to do? And it’s a need that we’re getting fulfilled? So yeah. Nothing comes to mind.

Mostafa Hosseini 36:33
Fair enough. Fair enough. Stefan, is there anything else that you think we might be able to do for you guys?

Stephan Spencer 36:43
Not at this moment? No, no.

Mostafa Hosseini 36:50
Fair enough. If there was, if there was something that we thought we might be able to do for you guys, would it be a problem if I reach out and to discuss other possibilities and things that we might be able to do for you guys that could deliver value to you and your company?

Stephan Spencer 37:10
Well, when it comes to that point where we might utilize some other services, sure, but right now, I’m not. I’m not actively looking for anything.

Mostafa Hosseini 37:22
Fair enough. Fair enough. Stephen, our business spends basically runs on referrals and introductions from our existing customers. We spend and invest most of our profits and taking care of our customers. I’m just curious, who do you know that is leaving money on the table and is not doing a great job of follow ups with their prospects and customers?

Stephan Spencer 37:48
Oh, yeah. Yeah, I think I think my buddy, Joe could use some help with that. He’s in my, one of my masterminds? I could, I could introduce you guys.

Mostafa Hosseini 38:06
I appreciate that. Would it be alright, if I sent you an introduction template, so you could, you know, take it, edit and modify to your liking and send it to your to Joe, just to make your life easier? Yeah,

Stephan Spencer 38:16
sure. No problem.

Mostafa Hosseini 38:20
Absolutely. Well, Stephan, I appreciate your time. Thank you very much. If anything comes up, please let us know if there was a if we were missing in quality in any part of our service. I would love to hear it from you. First, please don’t be a stranger. And please don’t keep it from us. And we look forward to serving and supporting you in the years to come. All right. Thanks

Stephan Spencer 38:40
very much. Perfect. Thank you. I like that. That’s good. That’s very good.

Mostafa Hosseini 38:46
How was that?

Stephan Spencer 38:48
So that really gave a tangible there

Mostafa Hosseini 38:51
are a few things that I did. And they can I can I break it down?

Stephan Spencer 38:54
Yeah, please.

Mostafa Hosseini 38:56
So at first I say it’s Hi. And I said, Did I catch you at a bad time? Notice I didn’t say, is this a good time? People? I learned this from Chris Voss, and he works like magic. And new oriented question. Instead of asking, Is this a good time to chat? You would say is this a bad time to chat? And they’re like, Well, no, it’s not terrible time to chat. That’s

Stephan Spencer 39:14
Great. I interviewed Chris Voss on the show. He is so he’s He is amazing negotiator and trainer on negotiation. And that’s such a great episode. So yeah, appreciate that you worked in that no question?

Mostafa Hosseini 39:33
Absolutely. Absolutely. And then I use it. And then I use another one of his techniques where I said, Look, I know I haven’t called you for a few months. And I want I’m just reaching out to say hi. So I addressed the objection. Right off the bat, like this guy hasn’t called me forever. And then I got into how things are going, what’s going on?

Do you have any feedback for me? And then I asked for a referral. Who do you know that can use our service. So those are a few parts of few things that I did. And that’s basically, we do that on our touch bases like we do every three or four months with our customers. So that was the breakdown of the call.

Stephan Spencer 40:17
It’s awesome. I really like it. I really like it. And I can see how this is something for somebody who’s uncomfortable with making unsolicited but unexpected calls, getting rejected or whatever, they’ve got that discomfort with it. So they procrastinate. I could see how outsourcing this to a company such as yours would be so valuable because it gets that uncomfortable, uncomfortable feeling out of the way. And you don’t have to like overcome it or whatever, you just outsource it.

Mostafa Hosseini 40:56
I like that. Absolutely.

Stephan Spencer 40:58
So if our listener wants to work with your company and outsource their follow-up process to you or help or get help with their referral getting or testimonial getting. Where do they go? How do they work with you?

Mostafa Hosseini 41:15
For sure. So you could go to fix my follow up And there, you can reach out book a call and there is a video where I share our process and get a hold of us there. You can also find me on Facebook or LinkedIn. Send me a message and send me a friend request and mention Stephen Spencer and we will have a conversation, set up a chat to see what we might do.

Stephan Spencer 41:40
Awesome. Well, thank you Mostafa, and thank you listener, I hope you got some amazing insights and follow ups and referrals and retention from this episode. It’s not just enough though, to learn it, you have to put it in to action. So make a change in your business and see the results. And rinse and repeat. We’ll catch you in the next episode. I’m your host, Stephen Spencer.

P.S. Want to Learn More About how our retention call center can help you with your Marketing?

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Using a Call Center for Referrals & Follow-Ups for Success with Mostafa Hosseini


YOU ARE WELCOME TO: use the below transcript (up to 500 words but no more) in media articles, on your personal website, in a non-commercial article or blog post, and/or on a personal social media account for non-commercial purposes, as long as you give credit to “Simple Marketing Show” and link back to the source.

What is a customer retention call center and why do I need one?

Imagine your favorite game at school – the one where everyone keeps coming back to play. A customer retention call center is like that, but for your business! They help you keep your customers happy so they keep using what you offer, leading to more sales and a stronger business overall.

How does a call center help with customer engagement?

Engagement is like being excited to play a game with your friends. A call center that focuses on engagement helps businesses connect with their customers in a fun and positive way. They might call customers to see how things are going, answer questions, or even offer special promotions.

Why should I outsource my follow-ups to a call center?

Imagine you and your friends are planning a super fun sleepover, but sometimes you forget to bring the snacks! Outsourcing follow-ups to a call center is like having a friend who always remembers to bring the chips and popcorn. Here's why: Guaranteed Follow-Ups: Your in-house team might get busy with other tasks, and follow-ups can sometimes slip through the cracks. A call center specializes in follow-ups, so they can guarantee your customers get the attention they deserve. Systematic Approach: Call centers have systems in place to ensure follow-ups are done consistently and professionally. This means every customer gets the same great experience, no matter who they talk to. Engagement Experts: Call centers dedicated to customer engagement have the training and experience to keep conversations positive and helpful. This can turn a simple follow-up into an opportunity to build stronger customer relationships. So, by outsourcing follow-ups, you can be sure your customers won't feel like they've been forgotten at the sleepover – they'll know you care and are always there to help!

How can a retention call center help my business?

Call centers that focus on retention and engagement can be like your business's personal cheerleader team! They can help you keep customers happy, answer their questions, and even get them excited about your products or services again. This can lead to more sales and a stronger business overall!

What kind of follow-ups can a call center do?

Follow-ups can be like checking in with a friend after a birthday party. Your call center can follow up with customers after they've purchased something, used a service, or contacted you for help. They can see if the customer is happy, answer any questions, and even offer helpful tips or suggestions.

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