Follow-ups and customer re-engagement are the business’s way of controlling the marketing, sales, and service work it provides to its past and present customers, and the way it handles potential customers.
There are several types of follow-ups,
for example:
- Follow-up with a customer who left contact details
- Follow-up with a customer who requested to speak at another time
- Follow-up with a hesitant customer
- Follow-up with a customer for additional/repeat service
- Follow-up with a customer who received service to check satisfaction
Business owners who use customer lists and CRM may lose customers if they do not make sure to follow up with them and handle follow-ups properly
Important to remember: often the money is in the follow-ups
Follow-up with a customer who left contact details
Customers leave contact information in an online form, on a landing page, by email, and even by phone—they are potential customers. Business owners sometimes “sin” by neglecting these customers. It is important to follow up with a customer who reached out as quickly as possible—so they do not find solutions at another business, in order to sell them a service or product while their need is still fresh, and in order to convey efficiency and professionalism.
Do not settle for one or two attempts to reach the customer. If they do not respond, try at different times, but of course do not reach a point of harassment.
Follow-up with a customer who requested to speak at another time
Customers are often busy with their own matters and are not always available to talk even when they themselves initiated contact with the business. It is important to check with them when it will be convenient for them to speak, and to make sure to follow up with them at the scheduled time—again, for all the reasons listed above. Even a customer who goes on vacation or to reserve duty will not be shortchanged. With proper use of a tracking tool, we can “remember” to follow up with the customer even after a long time. Respect for the customer and their time is an important value in telephone sales calls.
Follow-up with a hesitant customer
There are customers of different types. There are those who get excited and go with the flow according to mood and the direction of the conversation, there are those who like to decide one way or another without elaborating, and there are customers whose decision-making process involves hesitation, checking, and questioning. They are all good customers—but for customers of the last type, we often need to provide additional time for consultation and deliberation or additional information in writing (by text message, email, or referral to the business website).
It is important to verify that the information was received (that there were no typos in the email address, for example), and equally important to follow up with the customer after a time period agreed upon with them, in order to continue the sales conversation.
Follow-up with a customer for additional/repeat service
Some of the services and products that businesses offer are consumable or by their nature require a return. For example:
● Sale of consumable equipment—disposable items, office supplies, pet food, etc.
● Service renewed periodically—replacement of filters for water purifiers, elevator inspection, dentist appointment…
● Upgrades—updating customers on emerging trends, updated methods and products, etc.
Follow-up with a customer who received service
Customers who purchased a product, received a service, etc., are in fact often potential customers for the future as well. It is worthwhile for the business owner to initiate a check-in and follow-up call. Follow-up with the customer in this case can clarify whether the business has ways to improve efficiency, whether the service providers in the business were courteous and reliable, whether the product or service met the description, and in general, the follow-up with the customer is an opportunity to learn on the one hand, and to strengthen the relationship with the customer for the future on the other.
Follow-ups and customer re-engagement are a vital and integral part of customer service
As indicated above, it appears important not to neglect follow-ups and not to settle for one-time conversations with the customer. Follow-up with the customer is actually an excellent way to create a personal, human, and ongoing relationship with them. Follow-up with the customer at the right time will strengthen the customer’s loyalty to the business, their level of satisfaction, and the likelihood that they will return to the business to use its products and services and even recommend the business to others. It is worthwhile for the business owner to ensure fast, reliable, and quality customer service. The investment in customer service and follow-ups will yield excellent results for the business over time.
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At Relative Advantage Solutions Ltd., we cultivate a team of excellent service representatives who can help you give your customers the best service, increase the number of closed deals in your business, assist you, and represent you in the best possible way.
The prominent advantages of Relative Advantage Solutions Ltd. are reputation, seniority, reliability, dozens of referrals, and a mode of operation that leaves control in your hands as the business owner. The services we provide to the business owner include maximum transparency (recorded calls, shared spreadsheets, end-of-day summaries, performance statistics), close accompaniment by our management team, continuous monitoring and control, and an emphasis on creating excellent human relations with existing and potential customers.
Our service includes training and employee development with continuous skill refinement, so they will represent your business at its best and provide comprehensive, reliable, accurate, and focused service to customers.
