#325: They Clicked. Now What? The Integrator's Guide to Campaign Follow-Up
Episode #325 One Firefly Account Manager Keith Kearney joins host Kat Wheeler to break down the art and science of campaign follow-up.
This week's episode of Automation Unplugged our guest today on this Marketing Experts episode is Keith Kearney, Account Manager here at One Firefly.
About this episode:
Keith brings years of experience helping AV integrators across North America convert leads into real business through smart, data-driven marketing. With a background in both tech and automotive, he knows how to turn strategy into results—and he’s passionate about making follow-up part of the customer experience, not just a checkbox.
This conversation is hosted by Kat Wheeler, and together they discuss:
- Why follow-up is the missing link between clicks and customers.
- The common traps integrators fall into—like assuming interest or lacking a clear process.
- And how to use tools like CRMs and automation without losing the human touch.
SEE ALSO: #324: Lessons in Leadership and Growth from John Carter of Multimedia & Powered Solutions
Transcript
Kat:
Hi everyone, and welcome to another episode of Automation Unplugged Marketing Experts. I'm your host, Katharine Wheeler, and I'm so glad that you're all here. Today's episode is called They Clicked. Now What the Integrators Guide to Campaign Follow up. Launching a marketing campaign is always exciting. There's strategy, creativity, and the thrill of seeing all the leads roll in, but let's be real. Generating interest is only step one. Now that you've invested in marketing, how do you turn that lead into an actual customer? I call it finishing the drill, but in today's episode, we're gonna be talking all about campaign follow up, why it matters, how to do it well, and the common mistakes other AV integrators make when they drop the ball after the click. If you wanna get the most out of your marketing investment and actually close more business, this episode is for you. Very excited to bring in our guest for today. He is an account manager here at One Firefly. He's been helping integrators grow their business through smart data-driven marketing, and he's got a background in account account management across tech and automotive. He really knows how to turn strategy into results when he's not working. He's into jiujitsu spending time with his dog and enjoying life with his fiance. Let's welcome Keith Kearney to the show today. Keith, it's great to have you here.
Keith:
Hey Kat, thanks for having me. , longtime listener. First time caller.
Kat:
I hear that. I hear that. , let's get a little intro for you. Can you tell our viewers all about yourself and what you do here at One Firefly?
Keith:
Yeah, absolutely. So, um, I am a part of the account management team here, , working with integrators all across North America, and sometimes, , even beyond that, not often, but sometimes. Um, and yeah, I really, , my main prerogative in my role is to help clients make and make sense of their marketing strategy, launching campaigns, reporting, , but more importantly, , converting all of those good leads into real business.
Kat:
I love it. And just for all the viewers out there, , I embarrassed Keith A. Little bit today. I stole all of the pictures from the slides today from his wedding website. 'cause Keith is getting married here in what, two months? Just under two. , it is crush time.
Kat:
Congratulations. Oh, thank
Keith:
you.
Kat:
, okay. So let's start out with the basics of what we're talking about today. , integrators out there have invested in marketing. . And that's not the end of the story. Right. So why do you think so many integrators struggle with following up effectively after they run a campaign?
Keith:
Yeah, so I think there's a, a few big reasons for that. Um, one being. , so many integrators are focused on the install and project ex execution side. Um, that follow up could really feel like more of a nice to have rather than, , the core business function that it is. Um, in addition to that, there's really, I notice, , many people struggle with, some people are really good at, um, but having a lack of a defined process. Um, so nobody really quite owns it. Um, a lead may get bounced around and ultimately end up being lost, , just in the daily shuffle of things. Um, and then, , additionally to that, um, kind of some assumption making going on. You know, if you don't hear back from that individual or that business, , on the first attempt, um, there might be some, assuming that that party isn't interested when, , you and I will obviously tell anyone that marketing, sales, um, it's all about touch points. Um, so following up. , not only early, but often. So not assuming, , somebody's not interested just because they haven't responded to the first outreach. So those are off the top. A few, , notable considerations.
Kat:
Yeah, that's, I think that's a really good way to look at it. I think as people, with everything we do in life, not just marketing or follow up, we sort of think everybody acts the way that we act or has that same kind of. You know, , response to things and we can't put ourselves into things we have to not assume, I
Keith:
guess. No, absolutely. We know what happens when you assume. Yeah.
Kat:
Yes, we do. Um, so tell me, so, okay, so we know why people don't follow up or what happens when you don't follow up, but what does successful follow up look like? What, how do integrators know if they're getting it right?
Keith:
Oh yeah, absolutely. I think that a successful follow-up, um, is three things. It's fast, consistent, and intentional. Um, so I know that, , your boss, Kendall, has probably told you in the past, she certainly told me at least. Um, she's used the phrase, speed to lead. Um, and, you know, that does matter. Having that quick response, , does give you the best chance to convert that business. But, um, that's actually not something you and I have discussed, , so explicitly in the past. What does speed to lead mean to you?
Kat:
I think, you know, kind of like we, we were just discussing when people are thinking about, when they think enough about you to either respond to an event that you held or respond to an email that you sent, or respond to a social media post that's out there, it's on their mind right then. And so you wanna capitalize on that, you know, that moment that they're interested, that they're engaging and not wait a week for them to forget about it or move on to other things. Right?
Keith:
Yeah, there's
Kat:
momentum there.
Keith:
Absolutely. And you know, in addition to that, I think. Um, using a CRM is so, so, so important. Um, and you know, again, you'd be surprised, I'm sure, you know, um, from your own experience that a lot of people don't use a CRM or they don't use it, um, effectively or properly, you could say, and you need to be able to track those efforts, those outcomes, um, as well as having just that visibility in an organization. You know, I'll speak to people and they'll say, yeah, it went here, but what happened once it went there? You know, and if you're able to make those notes within the CRM, it increases that visibility and allows you to measure, , those action items. Um, and even to build on that, um, I think that treating the. , leads, , or the response to an, , lead coming in as part of the customer experience. Um, it's critical. It's not just a checkbox item, okay, we did it, let's wait. Um, you know, having that concierge like service, , from the point of rich initial contact throughout the entire process is gonna go a really long way. So, um, you know, not just checking a box, really treating it as part of the customer experience.
Kat:
Yeah, that's such a great point and I, I kind of love what you said there, there's two sides to this, right, of using a CRM to track. One, you can be reminded of the actions that you made and either, you know, not overwhelm somebody or know when it's too long since you reached out. But also you can kind of explore those wins and losses and see what, what worked and what didn't, and, you know, refine your strategy and make yourself better as time goes.
Keith:
Yeah, absolutely. And I didn't touch on the ability to even coach out of A CRM. You're able to see, hey, what went right here? Or maybe more importantly, what went wrong here? How do we avoid that in the future? And, um, you know, that all just goes into the overall importance of A CRM. And, , you know, it doesn't need to be fancy. It doesn't need to be elaborate. Um, it is a project to get yourself and your business on A CRM, but it just needs to be used.
Kat:
No, I appreciate that. Okay, now Keith, , I think you know that my favorite part of any of these episodes is when we get to play a game. I've been waiting. I know. I'm very excited about it. So today's game is called Keep It or Delete It. And what we're trying to decide here is you're gonna tell me, you know, very succinctly, 'cause we got a lot of these to get through, but whether integrators should keep. This particular follow-up tactic or delete it, it's an ineffective tactic and it's just a waste of time like we wanted. We want people to be out there doing things that garner results, not just doing things for the sake of doing them. Right.
Keith:
Absolutely.
Kat:
Alright, so keep it or delete it. That's the name of the game. You ready sir?
Keith:
I'm ready to play.
Kat:
Alright, great. So the first one is immediately calling a lead after a form submission. Keep it or delete it.
Keith:
I think we covered it already. Keep it. Um, yeah, speed builds trust and , we're already working on that customer experience, so I would say keep it, , 100%.
Kat:
Yeah. Professionalism, momentum, all of those things that come in. We don't, this is not like dating, there's no three day rule. Right. Nope. It is, , as soon as possible.
Kat:
Okay. , sending personalized campaign specific emails.
Keith:
Oh my gosh, I love it. Let's keep it. Okay. Um, that type of tailored messaging, , means higher conversions. Um, you know, the receiving party knows that this message is in response to specifically what they. , clicked on or inquired about, and it's just, you know, going and adding that personal touch or what feels like that personal touch, um, leads to higher conversion. So, um, I definitely am going to, , sit in the camp of keep it.
Kat:
Okay. I agree. , adding campaign leads to your general newsletter list immediately.
Keith:
I would love to say keep, I'm going to say delete with a caveat.
Kat:
Okay, here,
Keith:
here's the reason for that.
Kat:
Yeah.
Keith:
What I find a lot of, not a lot of the time, but occasionally, right, is that, , somebody might submit a lead, they might be price shopping, or it might be, you know, they're not truly serious, right? And I think that adding this contact to our email client list very soon in that process makes a ton of sense as soon as that relationship is at least in part established. But right out the gate, you know, we had, , a lead come in, which we haven't truly investigated or know much about, I would say, in that sense to lead. But I would say keep, , in the, in the regard. Of adding them to that client list soon. But let's establish a bit of a relationship first, because what you don't wanna see is a non-serious person doesn't wanna receive that message contributes to a bounce rate on subscribe rate. So just establish it a little bit first in my, in my mind, and then add them to that list. So I'm gonna say keep and delete here.
Kat:
No, I, I see what you're saying. So you, you're, what I think what you're getting at is qualify that lead and as soon as it's qualified, you know, immediately move it into that newsletter. 'cause regardless of if they turn into a customer immediately, six months, a year from now, you still wanna keep that connection.
Keith:
Yeah, so let's say qualify it a little bit. So maybe delete isn't wholly accurate. I, maybe I'll lean back to keep, but with a caveat as opposed to delete with a caveat.
Kat:
I, I think we, we understand where you're going with it. I think it's a really solid point.
Keith:
Okay.
Kat:
Now here, this one's an interesting one as well, , using automated text to schedule appointments.
Keith:
I love it. I love it, especially if you integrate that system into your CRM. Now we're talking next level stuff here. Um, that's great for after hours operation. It's great in reducing friction. , it's trackable too. Um, and then it is able to have that automation built in. But it doesn't remove the human factor either. So, you know, you might have that automated message go out. Hey, , thank you for contacting x, y, z integrator. Um, we're not in office right now, it's the weekend. But, um, feel free to let us know what times worked for you or when we could schedule, and then somebody will follow up at their earliest convenience. So, um, it goes back to letting the, , party who submitted that lead. They know they're heard, they know that we're on it, we're just not in the office right now. Or it's, , you know, an evening and nobody's around to feel that right now, but somebody will certainly do that in the morning. So, um, I love, , an automated, um, text to schedule appointments. I'm gonna keep it.
Kat:
I love that too. 'cause I think again, it, it leads to the, like, value of the business. It leads to, you know, an establishing professionalism and trust and a better customer experience. 'cause again, in that moment they wanna talk to you, they feel heard, they feel valued, they're ready to make a next action.
Keith:
Absolutely. I love automated text. Not, not enough people use them, but I do love them.
Kat:
Okay. Alright. , I think I know what you'll say to this one, but follow up once and never again.
Keith:
Keep, I'm just kidding. Delete forever. Um, we, we need a structured cadence here. Um, we need not a, not one and done outreach. Um, we, we definitely, definitely want to follow up again, all about touch points.
Kat:
Okay. And is it following up only in one way? Like only over the phone, only the, or is it following up in all of the ways?
Keith:
I would say following up in all of the ways, um, email, text, call, , doing what you can to win that business. Um, and, you know, adding to that early on customer experience. So, , follow up on any avenue which makes sense. Um, and, you know, really try to earn that business.
Kat:
Okay. And I think we talked about this a little bit already, but, and I know what you're gonna say here, but it never hurts to repeat this. , tracking every lead meticulously in A CRM,
Keith:
I love it. I'm gonna keep it. Um, because you can't grow if you don't measure, if your visibility's low. You're not gonna grow. Well, we could quote that one. Um, but every, everybody across the organization, , should be able to see where a lead stands relatively easily. That might not be their job function, but if they're curious, they should be able to. So, um, I'm a huge proponent of not only tracking in your CRM but leaving, um, and, . People have experienced this, , with me internally, , for better or worse, leaving detailed notes, , for where something stands. Um, so I'm gonna keep it.
Kat:
Well, and it's also true, you know, if you have an organization that isn't just one person, other people in that organization can help and follow along. If they, you know, touch that same customer in another way, they can see what that history is and aren't going in blind.
Keith:
Yeah, absolutely. And , even speaking from our own internal experience, you know, maybe we're working with somebody that's engaged us for digital marketing, um, in 2025. They did before, or they did some work with us in the past in 2020. And I am able to see that because Steven, Josh, Kat left all these wonderful notes on the account. So not only are you tracking that lead and able to see where that stands, you're also setting future people you might not even know yet up for success because they're able to see, , the results of your conversations or the type of work or the type of person that's engaged us in the past. So it just sets. People that you, you know, aren't even familiar with yet up for success. So, , I would definitely keep that one.
Kat:
Love it. Okay. All right. Here's, here's a good one. Delaying follow up intentionally for a few days.
Keith:
I am going to delete that one. Um, you know, life is going to happen. Your kid's gonna have a birthday party, you're gonna be, you know, traveling or away or something of that effect, right? Sometimes you can't get that communication out immediately. Automated text would be very good to, , hit that stop gap with, but you know, generally the expectation. Is not going to be as such that you need the solution for that person right this second, generally speaking. But, , a confirmation of receipt or say, Hey, we have this, we're looking at it. We'll follow up more meaningfully, um, as soon as possible. You know, that goes a long way. So, , I am going to delete the original point of delaying follow up intentionally for a few days. Okay.
Kat:
What about sending handwritten thank you notes to high value leads?
Keith:
Oh, I love that. I am going to keep that every day of the week. Um, you and I have actually had these types of discussions with people in the past. Um, it's a big differentiator, um, especially in luxury, right? Leaving things behind. Um, and, you know, that could be as, , fabulous and, . Extensive as you want, or as simple as you want. It could be, you know, leaving behind some pens and a handwritten thank you note in a QR code to review us. Or it could be bottles of wine or whatever the case may be. But just leaving that thing there so that you're continued to be thought about. Um, I, I think that's a, , huge, , undervalued aspect of the overall project. Um, so I'm gonna keep that. Okay.
Kat:
How about posting a general thank you message on social media after a campaign ends?
Keith:
I like this in part, if you said a personal thank you, I would keep it. Um, but because it was, , stated as such a general thank you message, I'm going to delete it. Um, reason being is that we want to be personal. We want to be direct targeted, um, and we want, you know, it to feel intentional. Um, if we're just speaking generally. I don't think that's gonna go far away, but, , through personalization, now we're cooking. So as far as this point's concerned, I'm going to delete it. But like I said, if it was posting a specific or personalized thinking message, I would keep it. So,
Kat:
yeah, I mean, I agree. I think personal is the watch word here. We're in an industry where you're, you're in people's homes and there's, you know, a level of intimacy, a level of trust with that. And so being broad and generic isn't really what serves us well.
Keith:
Nope. I totally agree with that.
Kat:
Alright, well, okay. Let us dive in a little bit to campaign follow up and some of the tactics they're in. Thank you for playing the game with me. You're the only contestant today, so obviously you win. Oh,
Keith:
what do I win?
Kat:
Nothing. You just need what? Pride. Pride is what you end. Keith, pride, that's all.
Keith:
All all I need. Just as long as my ego's fed. We're good.
Kat:
Alright. Okay. Well, I think we touched on some of these as we went along, but let's get into the dets. , starting with the basics. Speed timely follow up is critical, but talk about why it matters. What happens if you're not Speedy Gonzalez on, , leads when they come in?
Keith:
Yeah. So I mean, we, we've said it a or we've said it a little bit to this point, so just kind of restating, , where we've gotten to this point. , the importance of a timely follow up, , really can't be overstated. Um, there is a short window where you're a top of mind. And b, have the ability to build trust with someone who you probably don't know yet. Um, and then even considering it further, they might be talking to the integrator next door, or they might be, you know, price shopping and seeing, you know, what's the right fit for me and my family or, um, my business if it's a commercial lead. So, um, there's a small window of time where you're top of mind and have that ability. To build trust. Um, and another quotable for you that I dreamed up, um, was the greater the delay, the greater the decay. The decay in what you might ask
Kat:
trust. Right?
Keith:
Not bad
Kat:
like that. Very nice. Keith.
Keith:
I know. We could, we could write that one out. But, um, you know, even a simple acknowledgement, like we said in the game there, um, hey, um. Can't deal with this, at least in a meaningful sense right now. You know, the bid's not gonna come out tomorrow, but hey, um, I am interested in you, you're heard, and I want to learn more easy. You know, we could, we could sort the rest out as we go together here, but at least getting that acknowledgement out. Um, and I find that even in my own role as an account manager, it's super duper powerful. People might come to me or hit my inbox with, Hey, Keith, I need X, Y, Z. Or I'm curious about, okay, well, you know, I need to speak to the web team or the ads team, or whomever, but if I'm able to say, Hey, exactly that, I'm gonna follow up with you, please expect a more meaningful response in timeline. You know, that. , firms up that trust in me as the account manager. So you don't need to have every answer right away, but you do need to acknowledge the requests or their feeling right away. Um, and I, I think that's really, you know, the, the, the critical point to me as far as you know, why that's so important.
Kat:
All right. Now let's take it the other way. I don't know why this is on my mind today, why I am like using all of these relationship metaphors, but this is where I am at this moment. So just let me have it. Let's talk about the bad side of that, the opposite side. Can you go overboard in communication, essentially love bombing, like just too much communication to where it turns somebody off.
Keith:
You could, you absolutely could. It's about striking a balance and, , I am guilty of a few things in my life, one being long-winded and one potentially sending too many follow ups. So, um, I could relate to that. It's about striking a balance. You wanna be respectful to that other person. Um, and, you know, , your top priority as the integrator may not be their top priority. They might just be, you know, casually researching and, you know, maybe that turns into something in a month. Six months, two years, you don't know, but at least letting them know, Hey, we're here for you, having a respectful, regular cadence. Um, and then what will happen will happen, but, um, you definitely don't want to, , love bomb them necessarily. That might do more damage than good. So, , while we're talking about the importance of the time we follow up in cadence and structure, um, you do wanna be cautious, , not to, , be overbearing.
Kat:
Understood. All right, well let's talk about tools a little bit. 'cause we talked about CRMs, we've talked a little bit about automations, but how using all of these tools and they're wonderful tools out and new tools coming out every day to help you automate and use AI and this, that and the other thing. How do we strike the right balance between using tools to help us do our jobs more efficiently, provide a better customer experience, but also. Again, not sounding robotic, being personal, being who somebody wants to work with.
Keith:
Yeah. So I think, , if the question is, you know, how we're using tools, right? We're talking about automation, we're talking about ai, you know, AI is becoming more relevant in, , just broad strokes, , just in life every day, , especially on the internet. Um, so, you know, using automation is using ai. Um. My opinion and conviction is that automation should add to the human element. Um, it should not take away from or replace it. Um, , again, another thing I dreamed up was that, um, automation should, should set the table but not serve the meal. You,
Kat:
did you spend the weekend coming up with one-liners? Because I am, I'm here for it.
Keith:
I take my preparation very seriously. Kat. Yes,
Kat:
I, yeah. I mean all around winter, and we're gonna need these written down. We're gonna have to do some quotable moments with you, Keith, because. Nailed it.
Keith:
So lemme,
Kat:
okay, well what are some, , what are some fails? What are some common pitfalls? What are some of the things, you work with a lot of integrators across the country and internationally, but what are some common mistakes that you see people making when it comes to follow up? Whether it's delays, missed opportunities, or even tone. What should people, as they're kind of integrating this into their marketing practice or their sales practices, what can they look for, you know, as mistakes they could be making?
Keith:
Yeah. Um, I would say that a couple things that come top of mind there at least, um, there's no clear owner who, who is going to be following up? When are they gonna be following up? Um, if it's everybody's job to follow up, nobody's gonna follow up. So, , establishing who owns that one or two or how, who, how many ever people within a business. But knowing whose role it is to conduct that follow up is critical. Um, and that lends itself to. There's, you know, , not having a process. Um, you know, some, some person may reach out once, , twice and then move on. But if you have an established cadence, , inside your business for, okay, you know, we came in, here's follow up, 1, 2, 3, in the avenues at which you'll be following up, um, that's gonna make it much, , much more frictionless or, , have less friction, , in that process. Um, and then tracking, um. If you're not documenting follow-ups, you're kind of flying by the seat of your pants to an extent. So, , that goes back to a conversation we had, , earlier about CRMs. Um, you need to be tracking outcomes, , in your CRM as well. So those are three major common pitfalls that I, I have seen, , and I'm sure at some to some extent, , we'll continue to see. But I hope I see it less. Okay.
Kat:
Well speaking of, since you do see a lot out there in your role, , what are some really good examples of success stories that you've seen, , when an integrator's really nailed their follow-up game or somebody who's turned a quick response into a big, like, what have you seen? What are some wins? I need some wins.
Keith:
Yeah. I mean, so overall I'd say just, . A few come to mind, but I won't speak out of school based on that client, but, well, you
Kat:
don't have to name names. We don't name names, but we can tell stories.
Keith:
Oh, yeah, absolutely. Um, I've, I've seen it, , a million times. This is an anecdote I typically use when I'm describing the importance of tracking and documenting, , your leads is, um, you know, , an individual receives, , a lead to install some dimmer switches in a doctor's house. And next thing you know. Yeah, they did the doctor's house. They put his dimmer switches in, but they did his entire Lutron shading system. Now he's doing, , the doctor's office and his friend's offices. So, um, you know, just, I, I suppose where I'm going with that, um, and this is a little, , adjacent to your point, is that, you know. Following up and having that, , routine customer experience, no matter what the size of the job is, could result in something really significant for you. Um, so I'd say, , treating all leads equally, but also, um, another one that comes to mind is I'll actually have, um, one of, I, they don't mind if we mention them. It's
Kat:
no, no names. We don't name names.
Keith:
Hmm.
Kat:
Okay, go ahead. Name a name. It's fine. Go ahead.
Keith:
It's our friends in Hawaii. Um, it's Hawaii. Okay. We'll actually have dedicated meetings, um, where we sit down together, cut out an hour quarterly, and review our lead sheets, run that against their CRM, , and then we're able to identify blind spots. Hey, this went here, this went there. I don't know where this went. This turned into X. So, um, really a a, a big win is taking the time to sit down with your leads, um, whether they be, you know, from one firefly or they be just in your CRM. Um, and whether it be with Keith or your internal staff, um, but really, , spending the time to understand those, where they're coming from, how they're followed up with, um, and that's gonna lead to better results for you.
Kat:
Yeah. 'cause a lot of that comes a lot of. A lot of information can come out of those. And, and not only just which, which ones did we win? Are we actually getting any, you know, actionable leads out of this? But more of, well, which ones did we lose and why did we lose them? And, , what percentage of return? 'cause a lot of people can be out there saying, well, my marketing's not working. I wanna try something new. But in reality, it is. What you're doing with those leads isn't working or converting. Is that, have you seen that happen?
Keith:
Oh yeah, absolutely. I've seen, you know, , CRMs that are not fully utilized and the attribution isn't quite understood. So the question is, well, what's marketing doing? But you're not in a, , you haven't set yourself up in a position to actually understand what marketing's doing. We can report to Where're Blue in the face. Right. And, , I. I think at times I do. But um, you know, you need to be able to understand the data, understand the, the generation and flow of those leads once you know, it leaves our hands or any marketing agency's hands and becomes an internal, , item for you to work on and, you know, win that business. Okay.
Kat:
Well good stuck, Keith, I appreciate this. But before we wrap up, I have to ask. One question. So let's put yourself out here before we wrap up. , have you ever personally botched any follow up? So any fun stories or memorable lessons that you learned by any personal fails?
Keith:
, golly. Well, let me answer the question very basically, or in, in its foundational sense. , yes, I have certainly botched a follow up. Um, as of, , July, 2025. , I'm still a human. I've still dropped the ball or a plate, , just like anybody else. Um, and, , you know what I hear back from my clients or what I hear back from internal. , members of our team is, you know, my communication is generally very strong, but I have botched it, um, in the past. But, um, you know, I think that, , my main message, , in that, although I can't think of one specifically, um, but if I do, I'll certainly slack you and tell you the whole story. Or we could do a part two here. Um, but, you know, the, the, the primary, , thing I want to get at if, you know, we don't take anything else from this. Um, and hopefully there's a lot sick away from it. But, um. You know, just making sure you're responsive, um, you know, making sure that you're doing what you can to make that emotional connection with the other party. Um, again, you know, not everybody generally needs an answer right away, but when you can make a person feel heard, you're already start, you're building trust or reaffirming trust or. Creating an emotional connection. Um, and you know, that applies to my clients, the integrator, and that applies to my client's, clients, their customer. Um, so if, if you're able to be, , responsive on time, proactive, um, and have that process built out, um, you're going to see results from that, you know, whether that be more relationships, , hopefully more business. So, um, that's my, , my, , dialogue or, , on it.
Kat:
Love it. Um. Well, I think there was a lot to take away from today. So I'll tell you what I learned from you today, or what at least was really good for me to rehear from you today. And that is speed matters. The faster you follow up, the more likely you are to win the business. There's like the golden window there you can set a tone with. Um, secondly, don't lose the human touch. Yes, automation and tools and all of the good things that we use are wonderful, but being a person, being a real human is still a valuable part to all of our businesses. Right? Um,
Keith:
still gotta start the meal.
Kat:
Yeah. Okay. Say it one more time.
Keith:
Oh, you still have, you still have to serve the meal, let automation set the table and the human will still serve that meal.
Kat:
Yeah. Okay. It's a good, it's, we're gonna use that. That's, it's gonna become thing, a thing. Um, okay. And then third, , tracking everything. So just making sure that you keep good notes and that you're detailed in what you do, right? So that you have visibility and other members of your team have visibility.
Keith:
Yeah, absolutely. Um, do you mind if I drop one more quota before we head out? Oh
Kat:
my God, do it. Let's hear it.
Keith:
Here we go. , fast doesn't mean frantic.
Kat:
Oh, I like that one too.
Keith:
I'm, I'm telling you, I, I got busy thinking of things over the weekend, but fast does not equal frantic. Have a plan, be ready, understand your process. It does not have to be haywire and crazy. It could be very organized and feel very natural. You just have to do that work on the back end to build that plan out.
Kat:
I love it. Um, yeah. 'cause at the end of the day, effective follow up separates average results from exceptional results, right? Absolutely. So, I like you're being fast nut frantic because you're not gonna win 'em all. But knowing what works and what doesn't and having a standard process can make you more successful and understand the difference in, in what makes you win and what makes you lose.
Keith:
Mm-hmm. Okay.
Kat:
Well, Keith, I wanna say thank you again for coming on the show today because I have learned a lot and I really appreciate you taking the time to get those quotable moments out there. I think you've had a lot of really good one-liners that we can all take with us, and that was very cool. So before we let you go, , I just want to say a big congrats on your upcoming wedding because that's a very huge milestone. We're all very excited for you.
Keith:
Oh, thank you very much.
Kat:
, and for those of you watching and listening who found this helpful, , we want you to like and subscribe and share with somebody who you know might benefit in your office or anywhere else. So, Keith, if somebody wants to connect with you, where can people connect with you to maybe learn more about your process or how you follow up, or some good tips and tricks?
Keith:
Yeah, absolutely. Um, you could reach out to me at any time you'd like at my email address, , which I believe is listed below. Yep. It is. , that is K
Kat:
I will. So again, thank you so much Keith for being on the show today and thank everybody out there who is listening. Love to have you and we will see you next time on another episode of Automation Unplugged Marketing Experts. Right on.
Keith:
Thank you so much.
Ron Callis is the CEO of One Firefly, LLC, a digital marketing agency based out of South Florida and creator of Automation Unplugged. Founded in 2007, One Firefly has quickly became the leading marketing firm specializing in the integrated technology and security space. The One Firefly team work hard to create innovative solutions to help Integrators boost their online presence, such as the elite website solution, Mercury Pro.