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Owner-run businesses · sales and marketing: You pay for marketing every month. New customers don’t come every month.

A mental-health app, launching in the UK
70%
less spent to win each new customer
1,848
consultations booked in the first two weeks
Read the case

Evidence

What the money brought back, once someone checked.

  • 25%

    less spent on ads for each sale at a jewellery chain

    ZLATO
  • 70%

    less spent to win each new customer for a mental-health app

    Elomia
  • 35%

    more bookings online for a national travel agency

    KYI AVIA

Owners usually write to me when one of these happens.

  1. Sales are down and every explanation you get contradicts the last one
  2. The budget goes out every month and nobody can say what it brought back
  3. Leads arrive, the team calls them, and almost nobody buys
  4. You’re launching something and you don’t know who it’s for yet
  5. Your market doesn’t understand why your product matters to them

What I take on

  1. 01Per customer
  2. 02The gaps
  3. 03As a customer
  4. 04Keep or stop

You know what a click costs. Not what a customer costs.

A channel with no paying customers behind it stops, whatever its reports say.

How I run it
  • Work out what one paying customer costs you in each channel
  • Work out what one customer is worth to you
  • Stop the channels where the first is bigger than the second

Every report says it’s working. The bank account disagrees.

Where the channels, the reports and the bank disagree is where the money goes.

How I run it
  • Put what each channel claims side by side
  • Hold it against what actually reached the bank
  • Mark every gap, with the amount

You’ve never filled in your own form and waited.

What happens after somebody asks is often where the sale is lost.

How I run it
  • Fill in your form, call your number, wait
  • Record what arrives, how fast, and whether anybody calls back
  • Call a sample of customers, including the ones who didn’t buy

One studio’s cheapest ad was bringing people who thought they had booked a gym.

Everyone has a reason. Nobody has a verdict.

Every channel gets one of three answers, with the arithmetic underneath.

How I run it
  • Keep, fix or switch off, channel by channel
  • Put the changes in order
  • Give each change an owner and a date
25%
less spent on ads for each sale, once a jewellery chain’s funnel was rebuilt

How it runs

Two to three weeks from access to decisions.

  1. 01Free first call
  2. 02Numbers and access
  3. 03Review
  4. 04Decisions with owners and dates
Price
Fixed price, agreed before we start, so there’s no meter running. The first conversation costs nothing.
You bring
  • Access to the accounts, the analytics, and whatever sales data exists
  • Twenty minutes each from the people who talk to customers
  • Your prices and what it costs you to deliver
Not this
Running your ad accounts or writing your posts.

Questions owners ask first.

What do I end up with?
  • Point A: where the money actually went, not where the dashboard says it went
  • What each channel costs you per customer, and what a customer is worth
  • What gets switched off, what replaces it, and in what order
  • Positioning and messaging your own team can repeat

You end up able to say which spending earns, which does not, and what to do about it on Monday.

What do you need from me to start?
  • Ad accounts, analytics, and whatever sales data exists
  • Prices, margins, and what happens after somebody buys
  • Twenty minutes with whoever answers the phone to customers
When would you turn this down?

Running your ad accounts or writing your posts.

Confirming a decision that has already been made.

How long does it take, and what does it cost?

Two to three weeks from access to decisions.

Fixed price, agreed before we start, so there’s no meter running. The first conversation costs nothing.

Why does this matter?

In an audit of 2,241 US companies, 23% never replied to a web enquiry at all, and the average first response took 42 hours.

Firms that replied within an hour were about seven times more likely to qualify the lead. Before buying more traffic, it is worth knowing which of those two companies yours is.

Source: Oldroyd, McElheran and Elkington, "The Short Life of Online Sales Leads", Harvard Business Review, 2011. Read the source

How does it start?

With a free first call of about an hour. Bring what is happening and any numbers you trust; if this isn’t the right domain, I’ll tell you on that call.

Tell me what’s not working.

Send what you spend each month and what came back. I’ll tell you what I’d switch off first.

Tell me what’s going wrong

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What I’ve written on sales and marketing.