Following up is as important as the initial contact. It is amazing to me how many business people think they don't need to respond to a follow-up inquiry, whether by phone or e-mail. I schedule my follow up calls and e-mails and keep at it until I receive a response. And, of course, I keep track for every specific potential and current client.
It's always interesting when I am asked for a referral from my database and I'm able to document that "Bill at XYZ Widget didn't return five phone calls, but Mary at ABC Widget provides amazing service!" and then compare overall prices and service between the two.
In the majority of cases, I let them know that "I have made a note to check with you next month/quarter and see where we are at", and then I schedule it in my database.
Business from Tolleson, AZ
Answered on Sep 22nd, 2016
For me, follow-up is super important. Here are some of the complaints I've heard from clients with their prior accountants. "He doesn't respond for days to my e-mails or phone calls." "I feel like I have to babysit my accountant so I don't miss any deadlines. Shouldn't they be doing that?" "I feel like my accountant is inaccessible to me." By the time I retain these clients, they are frustrated as all get out.
I'll give you an example of one of the things I do. For clients that have to file monthly sales tax returns, I always e-mail them a week before the deadline and remind them of the filing deadline if I've seen they haven't filed already. It's things like that that they truly appreciate. It's not, "Oh here's your sales tax numbers for your return" and then nothing after that.
On a different note, I follow up with leads and prospects as well. Statistically speaking, when someone contacts you because they're interested in your product or service, 68% of them are not ready to buy at that very moment. From what I've seen, this is a pretty accurate number. I'll follow up with prospects and leads about once a month, no more. And, instead of just simply saying, "I'm checking in to see how you're doing", I try to add something else. Something of value or of interest. For example, one of my prospects was on the cover of a local magazine here. I e-mailed her to congratulate her. Many sales are closed on the 8th to 12th attempt. I wish I could find those stats again. It was very interesting. Moral of the story is to not give up after the 3rd to 5th attempt. With that said, I think follow-up is crucial no matter what business you're in.
Business from Plantation, FL
Answered on Sep 22nd, 2016
Follow-up in a good rule of thumb, it enhances the experience with the customer. Follow-up positions you away from the competition so you can generate more business from your existing customers. It shows that your company has its act together and really cares about satisfying customers. Follow-up can result in a positive experience, even if customers were slightly displeased with your product or service. If the client is marginally pleased, it shows you're there after the sale and you're attentive but if there's something marginally wrong and you don't follow-up, then your customer won't call you when they go to buy the next time around; they will buy from someone else. Getting business from new customers can consume your marketing costs but a follow-up call can secure additional business from an existing customer.
Follow up on a regular basis keeps your business in the forefront of the customers mind be it to remind them that they have to do something regarding your business, or that you are going to help them with something they need. In the self storage business, if you don't followup, you will probably lose that customer to another company.
Followup is huge. Whether it is with a customer you've had for quite awhile or a new customer, it helps build a good relationship, a friendship. With a customer you've had for quite awhile, touching base to find out how they like a new product from your line, getting their feedback. It's good to remember our customers are gifts their purchases are gifts their time is a gift, all of which they give to us, the business owner.
Business from Prescott Valley, AZ
Answered on Sep 29th, 2016
Many of the most successful businesses and sales people focus on keeping themselves "top of mind" in a favorable way. Not only to increase sales but to generate referrals. A good follow-up system is the only way to create and keep you and your services in the mind of customers and prospects.
Business from Prescott Valley, AZ
Answered on Sep 23rd, 2016
Love the comments. I remember being told by a sales trainer that "the fortune is in the follow up" very true in just about everything we do, not just in sales.
Business from Town N Country, FL
Answered on Sep 23rd, 2016
Why bother to waste your time contacting them in the first place if you are not going to follow up? They are not going to beat a path to your door. Likely they forgot about you withing minutes of your last touch.
The "Follow-up" is a vital tool for you and your business. Returning a call, email or text sends a message to the recipient that you are invested in furthering the conversation to meet your mutual goals.
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Answers (1-10)
Following up is as important as the initial contact. It is amazing to me how many business people think they don't need to respond to a follow-up inquiry, whether by phone or e-mail. I schedule my follow up calls and e-mails and keep at it until I receive a response. And, of course, I keep track for every specific potential and current client.
It's always interesting when I am asked for a referral from my database and I'm able to document that "Bill at XYZ Widget didn't return five phone calls, but Mary at ABC Widget provides amazing service!" and then compare overall prices and service between the two.
In the majority of cases, I let them know that "I have made a note to check with you next month/quarter and see where we are at", and then I schedule it in my database.
For me, follow-up is super important. Here are some of the complaints I've heard from clients with their prior accountants. "He doesn't respond for days to my e-mails or phone calls." "I feel like I have to babysit my accountant so I don't miss any deadlines. Shouldn't they be doing that?" "I feel like my accountant is inaccessible to me." By the time I retain these clients, they are frustrated as all get out.
I'll give you an example of one of the things I do. For clients that have to file monthly sales tax returns, I always e-mail them a week before the deadline and remind them of the filing deadline if I've seen they haven't filed already. It's things like that that they truly appreciate. It's not, "Oh here's your sales tax numbers for your return" and then nothing after that.
On a different note, I follow up with leads and prospects as well. Statistically speaking, when someone contacts you because they're interested in your product or service, 68% of them are not ready to buy at that very moment. From what I've seen, this is a pretty accurate number. I'll follow up with prospects and leads about once a month, no more. And, instead of just simply saying, "I'm checking in to see how you're doing", I try to add something else. Something of value or of interest. For example, one of my prospects was on the cover of a local magazine here. I e-mailed her to congratulate her. Many sales are closed on the 8th to 12th attempt. I wish I could find those stats again. It was very interesting. Moral of the story is to not give up after the 3rd to 5th attempt. With that said, I think follow-up is crucial no matter what business you're in.
Follow-up in a good rule of thumb, it enhances the experience with the customer. Follow-up positions you away from the competition so you can generate more business from your existing customers. It shows that your company has its act together and really cares about satisfying customers. Follow-up can result in a positive experience, even if customers were slightly displeased with your product or service. If the client is marginally pleased, it shows you're there after the sale and you're attentive but if there's something marginally wrong and you don't follow-up, then your customer won't call you when they go to buy the next time around; they will buy from someone else. Getting business from new customers can consume your marketing costs but a follow-up call can secure additional business from an existing customer.
A good follow up builds a strong relation, with these method you can turn your new customer into loyal customer.
Follow up on a regular basis keeps your business in the forefront of the customers mind be it to remind them that they have to do something regarding your business, or that you are going to help them with something they need. In the self storage business, if you don't followup, you will probably lose that customer to another company.
Followup is huge. Whether it is with a customer you've had for quite awhile or a new customer, it helps build a good relationship, a friendship. With a customer you've had for quite awhile, touching base to find out how they like a new product from your line, getting their feedback. It's good to remember our customers are gifts their purchases are gifts their time is a gift, all of which they give to us, the business owner.
Many of the most successful businesses and sales people focus on keeping themselves "top of mind" in a favorable way. Not only to increase sales but to generate referrals. A good follow-up system is the only way to create and keep you and your services in the mind of customers and prospects.
Love the comments. I remember being told by a sales trainer that "the fortune is in the follow up" very true in just about everything we do, not just in sales.
Why bother to waste your time contacting them in the first place if you are not going to follow up? They are not going to beat a path to your door. Likely they forgot about you withing minutes of your last touch.
The "Follow-up" is a vital tool for you and your business. Returning a call, email or text sends a message to the recipient that you are invested in furthering the conversation to meet your mutual goals.