Secrets to Follow-up

Secrets to Follow-up

#1 Identify Hurdles

What’s keeping you from calling that prospect or client back? Do you feel like you’re being too pushy? Your tone gives this feeling away. Realize that sometimes people are just waiting for you to make the next move. That postcard, survey, simple thank you note or friendly phone call may be just what your customer is waiting for!

#2 Discover Your Follow-Up Goals

You may want to:

  • Enhance the relationship
  • Show gratitude for a purchase
  • Retain your customers
  • Obtain referrals
  • Alleviate buyer’s remorse
  • Find upcoming needs that could lead to more sales

#3 Use Powerful Follow-Up Tools

Pick the tools that will best meet your follow-up goals.

  • Add STOPTM stickers, Valve Tags, and Toilet Bilboards to any piece of equipment you install or service.
  • Send a thank you card, email, note or gift.
  • Take the time to make a phone call to find out how the product or service is working for your customer. (Make sure you keep your word. If you tell someone you’ll call to follow-up, do it.)
  • Send a quarterly letter with an incentive for your current or potential clients to call now.
  • ShuBee Report CardsTM are customizable surveys that you give to clients after every service call. Surveys are a great way to find out what your clients really think.
  • After giving an estimate, make a follow-up phone call.
  • Mail a note asking for referrals.

#4 Create a System that Works

Consistency is key. Follow-up will drop to the end of your to-do list unless you make it easy for yourself and your technicians. Establish a system for following up with potential, current and past clients and stick with it.

Follow-Up System Example:

  • Potential Clients: Some businesses practice the 10-10-10 rule. For example, send a letter to potential clients, 10 days later send an email and 10 days after this follow-up with a phone call.
  • Current Clients: Immediately after a service call give them an easy survey like the ShuBee Report CardsTM. Follow-up with a phone call a few days later to remind them about the survey or to thank them for taking the time to fill it out. Address any positive or negative comments at this time. Use this feedback to praise technicians or make improvements if necessary.
  • Past Clients: Drop an inexpensive quarterly postcard in the mail. This postcard would encourage them to refer your business to their friends and offer a limited time incentive to use your services again.

Systematic follow-up is vital to the growth and success of any business. A study completed by the Association of Sales Executives revealed that 81{938cd9e8dae860e800efc538277d4f7684e6f6981618ba70d1c34357a53c2e1f} of all sales happen on or after the fifth contact. Make sure your business stays at the top by following-up.