Happy Friday, everyone!
Here is this week's poll question:
What is your philosophy and practice of customer service after you've made the sale?
Looking forward to reading your answers!
After the sale is as important as the sale itself. Customers need to understand that you are right there with them. Follow up and adjustments are vital for repeat business.
When I sell an annual commitment, the service schedule is the next step. We discuss message. I have some Roy Williams articles about how often a commercial should be changed for maximum effectiveness. Together, the client and I lay out a calendar and that determines how the client is serviced.
There is no such thing as after the sale -- You are just earning the next buy.
Indeed. The more they see your face the more they get to know you. the more they know you the better your chances for next year's annual. They must come to know that advertising is an important arm of their business and that you are the person they can trust the most.
Do not just sign them up and then disappear into the night.
(There may be a new guy in charge next year and you need to be ready for him.)
Just inputting from a business person's point of view (former radio sales rep)...follow up is so key. I have just changed my marketing plan because of this very point. I have moved my advertising dollars to a radio group whose rep called on me consistently when I wasn't marketing with them...beginning next month I will have doubled my advertising dollars being spent because of her persistence and regularity in calling on me.
As a business person, what kind of "persistence and regularity" do you appreciate? Phone calls or walk-ins? And how often? I'm really just trying to gauge how much persistence is acceptable without crossing the line of being a pest.
I appreciate a call/visit every couple of weeks. Sometimes my rep will drop me an email to see how things are going or if I need anything in between visits.
Very nice. Thanks for the info.
