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Telephone Answering Service

Where Are Your Clients Located?

Align Sales and Marketing Strategy with Client Geographic Distribution

By Peter Lyle DeHaan, PhD

Author Peter Lyle DeHaan, PhD

Since you can target online ads to specific markets, conduct a geographic analysis of where your customers are located. Let the results inform future ad targeting. 

Here are some considerations:

Local Market: Though there’s no longer a technical reason to go with a local answering service, some businesses prefer to work with nearby vendors. Their reasons for doing so vary, but the main factor in your favor is that their preference to buy local gives you an automatic advantage over everyone else who’s marketing to them from a distant location. Use this fact to your advantage when targeting your local market.

Highly Reached Markets: Is there another state or city where you already have a lot of clients? Explore the reasons why this is the case. Look for ways to capitalize on these reasons in future online marketing initiatives. Another benefit is that when it comes to closing the sale, some prospects will be impressed if you can list other businesses in their area that you already serve.

Under Reached Markets: Now consider other states or regions where you have few customers or none. Is there a reason for this? Let this explanation inform your decision about targeting these areas. Maybe you never marketed to that area. Or perhaps you did, but the results disappointed you. If so, see the next item.

Conduct a Test: Your current geographic distribution of clients is a culmination of past factors. This may not be indicative of future success. Therefore, some periodic wide-scale testing is in order. 

Conduct an online ad campaign targeting your ideal client, but don’t specify any geographic area. Then look at the results. 

If you receive a greater click through rate in a particular geographic market, this area may be positively predisposed—for whatever reason—to be interested in switching answering services at this time. It doesn’t matter why; not really. The key is that your message resonates with them right now. So target that area. Continue to do so for as long as you see results.

Time Zone Targeting: I once mused about having an answering service with 25 percent of my client base in each major US time zone. This, I reasoned, would smooth out each day’s traffic peaks and valleys that occur when most all clients are on the same schedule. Now, with geographic online ad targeting its feasible and practical to pursue this specific time zone mix—assuming you see reason a to do so.

Conclusion 

Answering service sales and marketing tactics change over time. A current marketing favorite is online advertising. But this is only half of the equation. The other half is the sales part. More on that next time. Until then, happy marketing.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader, covering the telephone answering service industry. Check out his books How to Start a Telephone Answering Service and Sticky Customer Service.