How do you follow up and provide ongoing support to hospital customers after the sale?

1 Know your customer's goals and challenges

The first step to providing great follow-up and support is to understand your customer's goals and challenges. What are they trying to achieve with your product or service? What are the pain points or barriers they face? How do they measure success and value? By knowing these answers, you can tailor your communication and solutions to their specific needs and expectations. You can also anticipate potential issues or questions and address them proactively.

2 Communicate regularly and consistently

The second step is to communicate regularly and consistently with your customers. Don't wait for them to reach out to you, but check in with them periodically to see how they are doing, offer help, share updates, or provide relevant information. Use different channels and formats, such as phone calls, emails, newsletters, webinars, or social media, depending on your customer's preferences and availability. Be respectful of their time and schedule, but also be responsive and accessible when they need you.

3 Provide value-added services and resources

The third step is to provide value-added services and resources to your customers. These are things that go beyond the core features and benefits of your product or service, and that help your customers achieve their goals or overcome their challenges. For example, you can offer training sessions, best practices, case studies, tips, feedback, referrals, or incentives. You can also connect your customers with other experts, peers, or communities that can support them.

4 Solicit feedback and testimonials

The fourth step is to solicit feedback and testimonials from your customers. Feedback is essential for improving your product or service, as well as your sales and support processes. Ask your customers for their opinions, suggestions, complaints, or compliments, and listen to them carefully. Thank them for their feedback and act on it accordingly. Testimonials are powerful for building trust and credibility, as well as for generating referrals and leads. Ask your customers for their permission to share their stories, results, or recommendations, and use them in your marketing materials or social media.

6 Monitor and measure your performance

The sixth step is to monitor and measure your performance as a salesperson and a supporter. How well are you following up and providing ongoing support to your customers? How satisfied are they with your product or service, and with you? How loyal are they to your brand or company? How likely are they to buy from you again or refer you to others? You can use various tools and metrics to track and evaluate your performance, such as surveys, ratings, reviews, testimonials, retention rates, repeat purchases, referrals, or revenue. Use the data and insights to identify your strengths and weaknesses, and to improve your skills and strategies.