Follow Up
The post-sale follow-up ensures customer satisfaction and maximizes future and long-term sales volume. Often times, follow up on a lost sale may eventually close the sale and recover the loss. Follow up contributes to the customer's perception of the value that has been purchased. For example, if a customer is only mildly satisfied with the product, but pleased with the service and experience, he may view the overall sale favorably. However, if the product is mediocre and the service poor, in all likelihood customer follow up will not result in future sales unless the follow up can change the perception of both the product and the services rendered.
Regular follow up is an integral part of good customer service. It tells the customer that he or she continues to matter and this perception might make him receptive to repeat business. Ranging from a simple phone call or thank you note to an office visit for some coffee, the follow up gives the customer a chance to be heard and to engage in a deeper, more meaningful relationship with the salesperson.
Grab a Cup of Coffee Together
The follow-up can be done in a less formalized way that will help develop a better relationship with the client
Follow Up Tips
The level of follow differs according to the product or service sold and the type of customer involved. Critical to the process is the person that does the follow up. The individual should possess a satisfactory level of knowledge and confidence about the product, the sale and the customer that can get the job done. Some customers prefer more follow up while others require little or no follow-up. The type of follow up is also important; a call, a note, a visit or an email.
Invite Customers to Lunch
Show your appreciation for the business, share a meal, make a personal connection.
Follow Up Calls Work
Contact post sale shows that the customer matters and may lead to future and repeat business or referrals
The time frame in which the follow up takes place also impacts the experience. Short term follow up occurs right after the sale has closed while long term follow up may include a card on a birthday or anniversary or a note commemorating a milestone or a thank you card for a referral. Show appreciation that motivates sales teams to do more follow up to facilitate repeat business and referrals.
Try to build a more personal relationship with the client by finding common ground for discussion other than the product or transaction. The salesperson/client relationship can be strengthened and personalized and possibly evolve into a light level of friendship. This can also be achieved by helping the customer with a problem by connecting them with one of your non-competing contacts for help.