A project comes to a close or a customer has made a significant purchase. The End.

Not so fast.

A simple way to add value to a service rendered, or to a product-purchase experience, is to follow up with the client after the close. A quick phone call or email will do. Such a simple way to further humanize the transaction.

“How are you enjoying your new website? Are you receiving positive feedback on it?”
“I’m just calling to follow up on your prescription glasses purchase. Are your new glasses comfortable?”
“How are you enjoying your new car?” / “Isn’t your new car’s heated steering wheel a treat in this cold weather?”
“How was the service you received from our staff at your wedding reception?”
“How are you enjoying your new house and the neighborhood? Are the kids adjusting well at their new school”?
“How did the manual we translated for you turn out?”

Naturally, it may not be possible to follow up with every client after every transaction. Your business may serve hundreds of customers daily. But following up can be practiced more than one would think.

Although a phone call is my favoured approach some customers may prefer an email. This is something to assess.

Some may cringe at the thought of initiating post-sale contact with customers in fear of hearing a “complaint(s)”. If this is the case, maybe the service or product in question needs to be reviewed. As service or product providers, we should be confident that what we deliver is of quality and therefore, elicit very few complaints, if any. If there’s fear, there could be an underlying issue.

If you do get a complaint or suggestion to improve your product or service, welcome the gift! It’s a gift because it presents an opportunity to review, make adjustments and improve your service/product. An opportunity you may have entirely missed had the follow up not being made.

Disappointed customers will often spread their experience through negative word of mouth without ever reporting it to the provider.  In this case, following up gives you a chance to repair the damage before it spreads AND an opportunity to address the reported issue by the customer and turn him/her into a happy customer again.

If you get positive feedback, you’ll have forged your relationship with your customer, will have received a pat on the back and know what you’ve done right. Win-Win either way.

Follow up and you’ll receive a gift, one way or another.

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