Why Should You Follow Up?
Follow-up need not be expensive and can be easily achieved through phone and email. Follow-up refers to responding to business queries, inquiries, and complaints if your business is relative new. Many businesses fail soon after they are launched only because they didn’t offer good customer support along with their products and services.
Every customer has unique needs and as a smart entrepreneur, it’s your job to find out what customers expect from your products as well as your company. While quality is by far the most motivating factor for buying a particular product for many customers, they also want more in terms of customer support, flexible payment options, free product replacement and repair, and extended warranties or product guarantees.
To keep your customers happy and enjoy a long-term relationship built on trust and confidence, you must address all of these needs. Happy and satisfied customers are your biggest asset – and often they are also the ones that promote your business in incredible ways by referring your products and services to others in their social circle. Not only do they come back to you for more business, but also provide useful feedback that you can share with other prospective customers.
Your customers are the ones who can make or break your reputation in the market. This is why you need to go out of your way, if needed, to ensure that their needs are attended to and all their grievances are duly addressed.
The ‘Thank You’ Note
A nicely crafted thank you note goes a long way in creating a positive impression about you and your company in the minds of customers, both current and prospective. Send a thank you note, either handwritten or through mail, to thank them for selecting your business over others. You can send a thank you note following a sale or in response to an inquiry for considering your products or services. Make it a point to include your business card in all your correspondence with customers.
Follow-Up Emails and Phone Calls
Your customers will be delighted to hear from you once they buy your products or services. You can ask them if they are happy using your products through a mailed letter, an email message, or a simple phone call. If they are happy, request a testimonial or reference from them. You should also make sure that you have updated contact information, so that you can send them new product literature. On the other hand, if they are not happy, find out what the problem is and offer solutions. If possible, offer a free product replacement for that particular product.
Providing Excellent Customer Support
Quality customer service is what is required to thrive in today’s highly competitive consumer market. Let your customers know that they can count on you in case there are problems. If your business ever has a change of address or phone number, don’t forget to notify customers of the changed contact details, so that they can contact you if they have problems with a product or service – and also to ensure that they can find you if they ever want to do business with your company again.
Following up with current and prospective customers is one of the easiest ways to ensure the success of your business. By following the tips above, you can inspire customer loyalty, something that should not be taken for granted.
