Customer Follow Up

Well now you have a product or service, you have customers, now what about your “follow up”.

There are many suggestions out there as to how often or when you should follow up with customers. But they all mention the same thing: “make it personal”. It would be great if you could call 1/3 of your customers every month, but if you have a thousand or even hundreds of customers, that isn’t real likely.

I would suggest cutting your customer list into thirds or quarters. Then each month you send some type of “personal message”, NOT a solicitation, but a message that lets them know you were thinking of them (you could make it seasonal, or around a national holiday or any other creative reason). Sign it and make sure they have a way to contact you. Rotate this message to a different third or quarter of your customers each month. This does NOT take the place of a “thank you” card after a sale.

Secondly, take your top customers in each group and give them a call. Let them know if you are running a “special” or have a “new product”. NEVER pressure them to buy, just let them know they are one of your top customers and you wanted them to find out personally about this great “special” or “new product”.

Then track all your repeat and referral business. I can almost guarantee that you will see it increase. In these struggling economic times, people are going to be very choosy as to what and with whom they spend their money with, let that person be “YOU”!

So tell us, do you have a “follow up” system for your clients and if so, what is it and how do you track its success?

Tags: customers, marketing, money, sales

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Comment by Donna Marie Pannullo on November 30, 2008 at 12:06pm: Hi Diane,

I agree with you 100%! All my life, I had ALWAYS considered the feelings of others and I have been extremely blessed. For some reason, we were taught that there are no feelings when it comes to business. I DISAGREE! To transact business, you must deal with people and everyone has feelings and not to acknowledge them would be detrimental. Times are definitely changing for the better. "Treat others the way you would expect to be treated" in all aspects of our lives, both personal and business relationships, would make the world a better place for all!

SendOutCards is great and, maybe at some future point in time, will use it. It's just that I am spread so thin right now, I don't have enough time to stay on top of everything currently on my plate. I give 110% to whatever I do ... giving less wouldn't be fair to you or to myself. Hope you understand. I truly value your friendship!

Warm regards,

Donna

Comment by Tara Colquitt on November 29, 2008 at 12:05pm: I AGREE WITH ALL THE COMMENTS AND OBVIOUSLY WE GET IT!

Now let's conquer our various industries!

Tara, The Credit Woman

Comment by Cheryl Richter on November 29, 2008 at 11:37am: Follow up is a key part to an overall customer strategy. As products have become more and more commoditized, and dollars are shrinking by the day, your customer service will be the key differentiator on whether or not your customers stay with you and increase business with you.

Comment by Margarita I. Cruz-Amaro on November 29, 2008 at 11:00am: exactly,

like the saying says:

"the fortune is in the follow up....follow up...follw up...follow up !!!!"

Comment by Linda Marie on November 29, 2008 at 10:47am: Diane, you are so right on. On thing I found works great is just a thank you. Everyone wants to know they are valued. I love Send Out Cards and plan to use it. One of the things I really like about it is that you are sending something physical. For my business having my customers who order on their own means sometimes they forget about me. I need to remind them I am still here. I also love the fact that your company makes it so easy to do. Everyone in business needs to remember that even though we are all working behind a computer screen we all live in a physical world. If I send a card that someone puts on their desk, when they shut down their computer to go home at night, my card is the last thing they see.

Comment by Nadira Haniff on November 29, 2008 at 10:05am: Diane. Follow up is they key in business. People need to hear from you to remember that you are there. Like you said not with a sales pitch but with helpful hints and words of wisdom. This draws them into your circle and begins to solidify the bonding process.

People will buy from those whom they have come to trust and have a relationship with (even if it is a new relationship). So follow up is one aspect of your marketing plan which needs to be consistently executed

Nadira
www.180DaysToProfit.com
coach@NadiraHaniff.com

Comment by Diane on November 29, 2008 at 8:39am: I’m not just posting these blogs; I’m living what I write, practicing what I preach. Come check out my SendOutCards site that goes into detail on how we can help you.

http://www.soclink.com/dschroder