“Much of your business depends on a sound follow-up strategy.” Photo: A view from Malaga Cove in Palos Verdes, Calif. Taken February 2014. Grab your copy of 57 Secrets for Branding Yourself Online today! $2 of your purchase price will be donated toward building a schoolhouse in Kenya when […]
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There are two reasons someone will spread the word about your business: to warn them away because they had a bad experience or to share their amazing experience of your business.
Therefore, it behooves you to create “Wow!” experiences for your clients and customers. And, you might be surprised at how simple that can be.
1. Follow Up
When I talk about follow up, I’m not talking about your standard ezine here. I’m talking about following up in a way that your customer is not used to being followed up. For example, send thank you cards or letters … for even the most mundane things. Michele P.W. often sends me a thank you note after being a guest on my call. That’s a Wow. I mean, I’m the one who should be thanking her! I’m sure you could come up with reasons to thank your customers in a personalized, non-mass thank you way. Do this and you’ll make a positive impression.
2. Answer Your Emails
If you don’t do it, at least have an assistant who is in charge of doing this. For example, when I was having technical difficulties with a series of teleseminars I was doing, I received several emails from registered folks letting me know. I responded to each one before sending out a mass email about it. One person responded that this was the first time she’d received a response. She expected the seminar email address to just go to an inbox that was never read or responded to. That’s a “Wow!” experience.
“Success comes from taking the initiative and following up.” ~ Anthony Robbins Although a retailer can get by without following up after a contact or sale, a service professional really can’t. Remember, it is far less expensive to keep a client and get repeat business than it is to find […]