With over 20 years of experience with Conxxion, Regional Director Annabel Thomas has built a reputation for customer care, long-term relationships, and consistent results. Her approach combines practical business strategy with a genuine commitment to helping people – friends, family and an ever-growing list of referrals.
We caught up with Annabel to hear her best insights and practical strategies for attracting and retaining customers.
1. Choose one product and master it
Success starts with focus. Choose one product or service such as energy and learn it before moving on to the next.
Take baby steps and earn while you learn. You don’t need to sit and study it. When starting out, try comparing your own bill using the online tools readily available. Then, call the dedicated teams at Alinta Energy or Sumo to confirm you’ve completed the process correctly. Don’t hesitate to ask questions — that’s how you learn. Try it again with another person’s bill; after a few times, you’ll see just how simple it really is.
Conxxion’s support tools are brilliant. Videos, tools and guides are available to help with rate comparisons, as are dedicated call centres, making it easier to support both residential and business customers.
2. Focus on looking after your customers
Our friends, family and colleagues are people near and dear to us – they are our warm market. Many will support you by being customers, so go out of your way to support them in return.
Always let your customers know when a new plan is released. If Alinta Energy launches a special promotional rate, reach out to your customers and get them to upgrade to the new pricing, which shows how much you value their support. It shows you care and that’s gold!
When you look after your customers, it will come back to you ten-fold. When a customer feels appreciated and knows they are being looked after, they tell others – you will be amazed what this can lead to.
Genuine gratitude goes a long way – regularly send a personal message or give them a call to say a simple thank you. I guarantee their current provider does not offer this personal service. Retention is the reward for consistent care — and it’s where true growth happens. Keep your customers happy and they will stick with you like glue.
3. Help Customers Make Smart Choices
Often people are reluctant to change as they don’t understand how rates work, or they think that being loyal to their current provider is of benefit to them. This is where you can help change their mindset. Through our partnerships with different providers, we can offer pricing that is competitive and often better than what people are currently paying.
Never promise to save people money – always ask them to simply send through a copy of their current bills so you can perhaps offer a better deal. I say “please email me your current bills, and I’ll check if I can do better. If you are on a great deal and I can’t beat it, I will be the first to tell you but if you aren’t and I can offer you better, that’s a win for you”.
When you approach customer acquisition with genuinely wanting to help people, in return they will refer others to you. A very large portion of my customer base is referrals because of this.
4. Customer acquisition is not about selling
When approaching your warm market, focus on sharing opportunities and building relationships, rather than “selling” services. Share information that may help them to save on their everyday expenses.
We have something that traditional salespeople don’t — the trust of our warm market. Trust is incredibly powerful, and it’s the foundation of genuine connections. Always remember, people respond to authenticity and relationships, not sales pitches.
I suggest this approach. “I’ve just started a business, and I am looking for your support. I have partnered with a company that offers competitive rates on gas and electricity. Would you be open to sending me through some current bills and I will see if I can put you in a better position”.
5. Be prepared for “No’s”
Not everyone will support you — and that’s okay. The timing may not be right, or they simply feel more comfortable remaining with their current provider. Don’t let emotions dictate your response to someone’s answer. I have family and friends who have chosen not to become customers — and that’s perfectly fine. If I had let that deter me, I would not be where I am today. Roll with the punches….next!
6. Grow Personally, Not Just Professionally
This business is a “personal development journey with a compensation plan attached.”. It teaches you how to plan, influence, connect with different personality types. It builds confidence, improves communication, and enhances how you approach life — from work to relationships and beyond.
It’s amazing what I have been able to achieve both professionally and personally since starting at the launch of the Australian market back in 2004. I wouldn’t be where I am now without the journey I have been on, the people I have met and the things I have learnt. Thank you Conxxion!
