Do you follow up?

[Whistle Ink]

Hi,

Once you have made a sale, especially when selling B2B - how many of us have in place a routine for calling customers up and asking how they are getting on with the product / service, what they thought of the service etc etc.

How would you feel if you received a called from a supplier? Would you view it is a sales call or would you consider it a genuine customer service call? Is there anything wrong with maybe on a call offering a special price for repeat business?

:smile:

 

[DuaneJackson]

I'd see it as a genuine customer service call, esp. if you didn't try to sell me anything on that call.

It keeps you in the customers mind and thye will be more likley to order from you. I think it would work well, especially in your line of work.

We do a lot of that kind of thing with KAshFlow. There are lots of automated emails that go out to KashFlow users, but they appear to come directly from me (complete with spelling mistakes) These are triggered by various occurences such as a user signing up fro trial and never logging in, or only logging on once, etc. Since implementing them, our trial to subscription conversion has shot up.

 

[Sandy]

I know I'm in a completely different field, but even so, follow up calls are so important. I usually wait a week from sending out info, then phone up. The one occasion i forgot to, the client phoned me and asked if i was interested in taking him to view properties in Bulgaria or not!! I learnt my lesson quickly!

 

[Shay]

I would say its vital to do so. Mind you not so sure about offerimg a special price for repeat business as the customer could then wonder why they didnt get this price in the first instance and hopefully your product would speak for itself with regards the repeat order.

When I was in the Motor trade selling to corporate/fleet clients no matter how big or small they were, they received a one week follow up and then a 3 month to check they had their routine free check up. Yes on a few occasions there was a problem but they appreciated the initiative to actually take control of the problem and solve it before it became a major problem which ruined the chance of a repeat sale or a referal.

 

[Sandy]

In my business, building up the relationship is so important, so follow up calls assist. Also my clients are with me for quite a while (while their villa is being built) so they like to feel they are being looked after.

 

[daveashton]

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