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Here's how you can ensure after-sales success by setting realistic deadlines.

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Ensuring after-sales success is crucial for maintaining customer satisfaction and fostering long-term loyalty. Setting realistic deadlines is a key part of this process. By managing customer expectations and delivering on promises within agreed timeframes, you can build trust and a reputation for reliability. This article will guide you through the steps to set deadlines that are not only achievable but also conducive to an outstanding after-sales experience.

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1 Understand Needs

Before setting any deadlines, it's essential to fully understand your customers' needs. This involves clear communication and asking the right questions to grasp what they expect from your after-sales service. Whether it's a repair, a replacement, or ongoing support, knowing the specifics allows you to assess the time realistically needed to meet these expectations. This step prevents the common pitfall of promising a timeline based on assumptions rather than factual requirements.

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Clark Missildine, MBA, CAPM

Program Manager at Northrop Grumman
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One thing to remember about after sales (aka Sustainment, repairs, rework, recertification) is that many components may be out of production. Therefore, service may take an extended period of time if an Obsolete component must be addressed. There are several ways to address Obsolescence, but the most important thing is to be proactive. Having a plan in place well in advance of a potential need will greatly reduce the amount of schedule risk you have.

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2 Plan Thoroughly

Once you have a clear understanding of what is required, the next step is to plan thoroughly. This means breaking down the after-sales service into smaller tasks and assigning a realistic time frame to each. Consider potential roadblocks and factor in some buffer time for unforeseen circumstances. A detailed plan not only helps in setting a realistic deadline but also provides a roadmap for your team to follow, ensuring that every aspect of the service is accounted for.

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Clark Missildine, MBA, CAPM

Program Manager at Northrop Grumman
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Proactive risk management is crucial for the success of an after sales service provider. Providers must establish a risk management plan which includes mitigation plans for potential obsolescence.

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3 Communicate Clearly

Clear communication with your customers about the deadlines is vital. Be transparent about how you have arrived at the timeline and explain the process involved. This transparency builds trust and sets the stage for a positive after-sales relationship. If there are any changes to the deadline, communicate these as soon as possible, along with a reasonable explanation. Customers appreciate honesty and keeping them in the loop is a sign of respect for their time and business.

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Catherine Wright

A/R Specialist at PINKERTON | Corporate Risk Management Services
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Remember the sale doesn’t end once the agreement is made. Clear billing needs must be learned and implemented in order to complete the process as well as maintain a flow for future sales. Invoicing requirements from the client as well as internal processes are needed.

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4 Monitor Progress

Monitoring the progress of the after-sales service against the set deadlines is crucial. This allows you to identify any delays early on and take corrective action before they escalate into bigger issues. Use project management tools or software to keep track of each task's status and ensure that everything is moving according to plan. Regular check-ins with your team can also help maintain momentum and address any concerns promptly.

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5 Adjust As Needed

Flexibility is key when it comes to after-sales service. If you realize a deadline is too ambitious, be prepared to adjust it. This might involve reallocating resources, reprioritizing tasks, or simply giving your team more time. It's better to set a new, more realistic deadline than to disappoint your customer by failing to deliver on time. Always keep your customer informed about any adjustments and the reasons behind them.

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6 Follow Up

After the service has been provided, follow up with your customer to ensure that everything has been completed to their satisfaction. This is also an opportunity to learn from the experience and gather feedback that can help improve your deadline-setting process for future after-sales services. A follow-up shows that you value your customer's opinion and are committed to continuous improvement, which can greatly enhance customer loyalty and your brand's reputation.

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Bob Little

Customer Service is the most important issue in any position. Treat everyone with kindness and respect
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Setting realistic expectations and follow up care are important ingredients in keeping and ensuring customer satisfaction. By listening and understanding the customer needs and goals and not planning the next sale but really listening and understanding the customer's needs. If you understand the customer and their business, you can use your knowledge of your business products and services to get the customer where they want to be.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Kim Viveiros

Learning Facilitator at Samsung/OSL
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It's common for the last step to be skipped by some representatives or organizations, and this is a shortfall. Following up with a customer after providing them after-services can be daunting. You'll think, "what if another problem comes up?" or 'what if they're unhappy with your service?" Sounds uncomfortable. Receiving feedback from a follow-up is part of growing and growth can be uncomfortable. Embrace the challenges and discomfort as it prepares you for future situations and allows you to provide better service for your clients.

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Misrak Sertsu

Unclaimed Baggage Agent at Delta Air Lines
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Setting realistic deadlines is crucial for ensuring after-sales success. Here are some steps you can take to ensure realistic deadlines: 1. Evaluate the complexity of the task: Assess the complexity of the after-sales task at hand. Consider factors such as the nature of the task, required resources, and any potential challenges that may arise. This evaluation will help you determine a realistic timeline. 2. Consult with the team: Involve the relevant team members in the decision-making process. Seek their input and expertise to gain a better understanding of the time required to complete the task. They can provide valuable insights and help in setting realistic

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Here's how you can ensure after-sales success by setting realistic deadlines.

1

2

3

4

5

6

7

1 Understand Needs

2 Plan Thoroughly

3 Communicate Clearly

4 Monitor Progress

5 Adjust As Needed

6 Follow Up

7 Here’s what else to consider

Aftersales

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Here's how you can ensure after-sales success by setting realistic deadlines.

1

2

3

4

5

6

7

1 Understand Needs

2 Plan Thoroughly

3 Communicate Clearly

4 Monitor Progress

5 Adjust As Needed

6 Follow Up

7 Here’s what else to consider

Aftersales

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