Why Your Team Must Follow Up
Have you ever sat in a coffee shop on a lazy Sunday morning reading the paper, thinking you would really like another coffee but can’t be bothered to get up and order it? The result is that you don’t bother, and so the coffee shop loses your sale.
How different would your experience be if the waiter stopped at your table to ask if they could get you another?
After you place your order, you’ll probably settle back with your paper and relax a while longer, feeling pleased with your decision. So think back to how you might feel in the first scenario? ‘A little dissatisfied, because you didn’t stay longer and get that extra cup of coffee?
Look at what is happening in the second scenario
- The coffee shop is generating extra revenue
- The customer is delighted and staying longer
It works because the waiter followed up. It’s a chance to either up-sell with another product, or to fix anything that may have gone wrong. It’s a very simple way of getting more from your customers, so how can you implement such an easy strategy in your business?
Follow up in these areas:
- Call your customer one week after you ship to make sure they are happy with their purchase
- Invite your customer back in to get the product adjusted if need be
- Ask your customer if they need further training or help, beyond what was provided initially
- Call those proposals that you have not yet heard back from
Follow up religiously and set up a process to ensure this is done – your customers and bottom line will thank you for it.
******
I am the author of three books (Wiley) on social media marketing and building relationships and you can find them all here. I am also a customer experience nut! You might like to subscribe to me for more useful updates and if you are looking for a speaker or trainer for your next event, do get in touch.
Senior Master Data Specialist SAP&CRM at Burckhardt Compression
9 年The question of following up is: when and how often . It simply depends on what you are offering . Usually you do not bother your customers, they feel they are important for you. So keep follwoing up what you offered and what you might offer in addtion. Its not an additional work, its part of the work of every sales person.
Creative Partner at IMPACTT Digital Partners and IMPACTT Academy
9 年Simple, but yet so many businesses get this wrong! Chick-fil-A seem to understand this and get it right.
Autor de 4 livros, investidor e "o louco" do podcast "a Ave Rara..."
9 年Short but very interesting post!
Charles T Sebesta
9 年Interesting
Internal sales Engineer (VPG) Micro-Measurements UK
9 年Linda - I can honestly say that I have never sat in a coffee shop BUT, replace coffee shop with bar/pub & its the same thing. I have never seen ANYBODY sit there or get up & leave simply because they could not be bothered to go to the bar & get another drink. It DOESNT happen. Sorry. Seriously how far is the counter in these coffee shops.....? Totally agree with following up though, it is ESSENTIAL so good post, just not so sure about the analogy.