According to 1st Financial Training Services, 96% of unhappy customers don’t complain. However, 91% of those unhappy customers will simply leave and never return. Yikes!
So, what are you doing to follow up with your clients?
Follow Up or Go Out Of Business
Now, I know you’re collecting names, phone numbers, email addresses and addresses of your clients, Right? RIGHT??
We’ll, after a client buys from you, call them to find out how everything is. Ask them how their experience was and if the product / service they bought exceeded their expectations (great time to ask for a testimonial when they tell you how happy they are) and let them know about a new product or discount you’re offering (this is your REASON WHY). Too scared to call, then send them letter in the mail with a response card or email them (email is the worst, but it’s better than nothing).
In real estate, we are always following up with clients with a phone call to let them know about the newest houses on the market (REASON WHY). Remember this: Clients are like slippery little fish, if you don’t net them they’ll slip right out of your hands.
Always Have A “Reason Why” When You Contact A Client
As noted above, you need a “Reason Why” when you contact clients.
So, my wife and I are in the market for a new car for her. I visited a dealership that had a car we were looking for and gave the salesman my contact info. He only followed up once to see if we had any further interest. I told him we were checking out the same vehicle at another dealership that had it for a lower price.
Guess what?! He never responded again or tried to follow up. He could have definitely followed up with a “reason why.” He should have asked me if I bought a car, and if I didn’t, that they just lowered the price on the vehicle (I checked it out on AutoTrader.com and found they lowered the price). That would have been a perfect “reason why.” But, nope. No follow up.
I’ve actually been back to AutoTrader.com a few more times and they keep lowering the price of the vehicle and I still haven’t heard from the salesman. Wow.
Don’t Be Stupid And Follow Up.
Now go take action!