The Importance of Making Follow Ups To Customer
Most likely, you will not need to follow up every customer contact, but there are situations in which a follow up is appropriate. If a customer is upset with your company, like say Ms. Robbins, a follow up is not only appropriate, it should be standard procedure.
Performance Prompts
• Follow up to make sure your customer knows how to use a new product.
• Follow up if your customer had a lot of questions before buying the product.
• Follow up if the customer was confused about the agreed upon solution to a problem.
• Follow up to thank a customer for a large sale.
• Follow up by telling existing customers about new products or an upcoming sale.
• Follow up when a customer is upset with your company.
After finding the best solution to the problem, follow up to make sure the customer is satisfied.
When This Happens . . .
You research what happened with Ms. Robbins’s order and call her back around three with an answer. “Ms. Robbins, I called our ordering department and found out what happened.
Two of the product numbers were transposed. I’m really sorry this happened. We do have the correct items in stock and are shipping them to you overnight at no charge. They will be delivered tomorrow morning.
We are also including a return label for you to send the incorrect items back.” Ms. Robbins thanks you. She appears to be satisfied.
Try This
In this situation, a follow up is warranted, so make a note to call Ms. Robbins around noon tomorrow to make sure the items were delivered. “Ms. Robbins, this is Jamie from Rock’s Home Supply. I’m calling to make sure the items were delivered this morning.
” WOW. Ms. Robbins is impressed that you took the time to call. If, for some reason, the items were not
delivered as promised, you headed her off at the pass and saved another angry phone call to your company.
Let’s assume, however, that she received her order. She is now completely satisfied that you resolved her problem and pleasantly surprised that you took the time to call and check.
Follow up any time you feel customer satisfaction is at stake.
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