I received an email today from one of my favorite jewelry stores. They stated that a catalog they had sent me had been returned to them. The company representative asked me if I was still interested in their product. They requested that if I was and had moved would I please provide them my new mailing address so they could update their records. Imagine how important I felt to know that someone had taken the time to send me an email and ask if I was still interested in their product. I was very impressed.
When was the last time you contacted clients or customers you have not heard from or seen in a while? Every year on my birthday and on the anniversary of when I bought my car and my sons’ truck, I receive a phone call from the car dealer. He does not try to sell me anything. He just asks me how the vehicle is doing and he asks if there is anything, he can do. It is just a short phone call. But, a nice one that I now welcome every year since I know there isn’t a heavy sales pitch. Guess what, when someone I know wants to buy a car guess whom I am going to recommend; my local Ford dealer.
Following up with clients or past clients is necessary to continue to grow your business. You also must follow up with prospective clients. Do you attend networking events then never contact anyone you met? I recently attended a networking event and did not hear from anyone until I made the first contact.
Following up does not have to be a heavy-handed sales pitch. If the person is a new acquaintance, the follow up email or phone call is a way to continue to establish rapport and build the relationship with the person. If you are following up with a client or previous customer, it is a way to offer great customer service.
Earlier in the year, I received horrible service at a salon. I refused to go back even though I still was owed over a thousand dollars in services. A few months ago, I purchased some “super foods” which I absolutely cannot stomach to ingest. However, I do believe in the power and value of them. The sales representative asked me if I liked them and I told her I could not stomach taking them due to the smell of the product. She commented I could return them but quickly changed the conversation. I have not heard from her since. This would have been a great opportunity for her to offer new recipes or ideas on how to use the product. I really wanted to benefit from the products but they now sit in the cupboard. She has now lost me as a client. These are two examples of businesses that lost future revenue because they did not follow up with me to ensure I was satisfied and happy.
Following up with customers and clients is a necessary step in customer service. It makes customers feel valued and ensures loyalty. It lets them know you remember who they are and that they were not just a quick sale. I think people want to stay loyal to one cosmetic representative, super food representative or other professional service.
If you do not have a follow up system, I encourage you to design one today. For current or previous clients you could contact them on the anniversary of their big purchase or on their birthday. Ask if you have their current information and if there is anything you can do for them. You could also send out a free survey using http://www.surveymonkey.com/ to solicit their opinion on the service they received or how they like the product they purchased. If you met someone at a networking event or professional function you could have an email already drafted that you send the next day inviting the person to go to lunch or coffee so you can further develop the relationship.
Remember, word of mouth advertising can be good or bad. When you follow up with your previous or current clients or potential clients, you will be fresh in their mind when they recommend a service to their friends. They will also feel valued. You will also know if they were satisfied with their service or product. Following up is a necessary part of your customer service system.
STOP TALKING AND START DOING! Coach Jaynine is a business coach who gets people to take action. She will get you to move from talking about what you want to do – to doing what you want to do. Jaynine has over 20 years experience as a United States Marine, psychotherapist, and business owner. If you are ready to take action, increase your revenue and take your business to the next level contact Jaynine today at www.coachjaynine.com or 910-539-2810. You can receive her FREE ecourse Networking Detox: My 5 Secrets to Networking Success at www.coachjaynine.com
