Why Is It So Important To Follow Up With Your Customers?


The follow up call – it’s the ultimate signifier that you don’t take your customers for granted. It’s important to remember that even when you believe you have provided the ultimate customer experience to someone, it doesn’t end with the completion of the transaction. Following up with that person shows that you care, not just about making sales, but about continuing a relationship. It’s an important business practice that all businesses should implement.

What is an immediate benefit to making follow up calls?

Well, firstly they build trust between you and your clients. Following up to make sure that everything is going well with your customers communicates that you care about people’s long-term satisfaction. A follow up call, it should be noted, shouldn’t necessarily be about selling another product or service. It’s a check-in to see that the already-sold product or service is providing the happiness you intended.

“When engaged in the initial selling process, your sales people should enthusiastically support your customer and let him know the purchase was in his best interests,” says Linda Ray on Chron.com, “If that was true, then the enthusiasm shouldn’t wane. Instead, your salespeople should continue to support his decision and strengthen his resolve that he made the right decision. When you don’t have anything further to gain after you’ve made the sale, the customer trusts that you were telling the truth when you encouraged the purchase.”

How will making follow up calls increase the size of your customer base?

Engaging with your customers through follow up calls will inspire them to become and remain loyal supporters of your brand. It is also very likely to lead to referrals. It’s pretty hard to argue that referrals are among the best possible ways to attract new customers. A recommendation from a happy customer is more impactful than any television commercial. And follow up calls often make for happy customers.

According to U.K.-based Kinetic Business Marketing, “the better your after sale services are the more likely it is that your clients will recommend you to their associates. This is crucial for building a good reputation among your clients and helps you stand out from your competitors. No one wants to but from people that ‘Sell and Run’ so take the time to follow-up with existing clients and they might start pointing people in your direction.”

How do follow up calls help to boost sales?

People like feeling appreciated and valued by the companies they do business with. When you keep in touch with customers to make sure that they’re happy, they will be a lot more likely to like you. And simply put, consumers make purchases from businesses that they like. Ray affirms this as a major advantage gained by businesses that make follow up calls.

“Customers are far more likely to purchase from someone they trust who acknowledges their patronage and provides excellent customer service,” she writes, “Once your salespeople build a trusting relationship, they should ask for referrals…Set a schedule for your salespeople to contact former clients on a regular basis to keep your business’s name in front of them and build on that goodwill they started with the initial follow-up call.”

It should be noted that one of the most important follow up calls you can make are ones that are returns of messages. When you miss calls, it’s vitally important to make call backs in order to assure your customers that they are not being neglected or overlooked. At SIClytics, our services include Missed Call Notifications that help business owners to never miss out on opportunities to follow up on missed calls.

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

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