Six Ways to Follow Up with a Customer
Selling is a lot like dating. You approach a potential client or customer to catch that person’s interest with the sole intent of building a relationship with him or her. If the target is a company, then the best approach is to court those nearest to the top – the ones with authority and greater influence. Like a lover, you’ll need to be patient and attentive to the needs of the other person. In essence, after every attempt you make to woo a potential buyer, make sure you follow-up with him or her and ask about new developments on their end.
So, how do you follow up with a client or a customer? Actually, it’s as simple as calling up your customers or clients. Ask them how they’ve been doing and about their business. You don’t have to start with questions about the offer you previously made. Try to segue into the topic during your conversation. However, a phone call isn’t the only way of contacting them.
Personal Meetings Setting up a meeting is far more effective in dealing with customer follow-ups or closing deals with business clients. In this case, they’re not just listening to your voice, but they’re also responding to your facial expressions and hand gestures. How you communicate through your body language influences the end result of your meet-ups.
Unlike an email, a newsletter or brochure sent through the post office costs more to produce and distribute. However, snail mail is stilled the accepted mode of communication in remote areas where the Internet hasn’t reached widespread use yet. If your target customers live in these areas, then snail mail is the right option for you. Unfortunately, there’s no way to be sure how many of these mails have been read or even opened.
Panel Interviews and Surveys
Face-to-face interviews with volunteer participants and surveys anchored on getting the customer’s point of view are just two examples of how market research can help businesses do follow-ups on their clients and customers. Information gleaned from these methods is more reliable because the researchers use a scientific approach.
For most businesses, email is the best way to reach their customers. Some companies send virtual newsletters with the latest updates about their products and service. These emails may contain promotional videos and complimentary shopping vouchers. In many instances, companies respond to customer inquiries and complaints via email. Meanwhile, other businesses make use of emails to send surveys and ask customers to share their thoughts.
In addition to emails, companies also make use of online chats when communicating with a customer. Feedback and questions are immediately answered by the company’s representatives while information about the product or service is immediately provided to potential clients.
Why follow up a customer?
Knowing the how isn’t enough; let’s review the reasons why we needed to follow up. For one, it’s something that the customer expects the seller to do, especially when he or she has indicated their interest in the product or service that was offered to them. Two, you must do everything you can to see that your potential buyer is without a doubt very willing to listen to anything you wanted to say. Otherwise, stop what you’re doing before you destroy the brand or the company’s reputation. Like with any relationship, a follow-up shows you’re also interested in what your clients and customers have to say about their experiences in using the product or service. If the person has been a repeat customer, then a follow-up certainly provides you with an updated look into how well your business has been providing its services and whether the product has delivered on its promises. Once an issue comes up or a problem with the merchandise has been identified, your company can immediately provide a solution and increase customer satisfaction in the process. In any case, a follow-up ensures that you haven’t let an interested buyer slip through your fingers.