From the course: Customer Service in the Field (2017)
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How to follow up and through
From the course: Customer Service in the Field (2017)
How to follow up and through
- The sale is never closed. A sale is just the start of a new customer relationship. It's the follow through after the sale that really matters. Personally, I don't want a single sale, and neither should you. You should want to create a lifelong loyal customer that votes with their wallet by buying more from you. And great service is how you do that. But one of the biggest misconceptions in all of business is that satisfactory customer service is enough to get people to come back and do it again. I remember once working with a client, a global fashion brand where all of the employees kept really interesting notes on specific customers. But there was no system in place to actually follow up. People don't just come back and buy again on their own. Now, that's not to say they never do, but for most of us in business, we have to be proactive in reminding the customer that we're here. Put that customer hat back on for a minute and think about everything that you thought about this morning.…
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