The final part of effective Follow Up!
This takes place two days after the client receives the product. The purpose of this CALL is to ensure that they have received their product, have taken it out of the box and have begun using it (especially important for a consumable). Always let them know how much you enjoyed meeting them and look forward to servicing them in the future. Make sure they know how to contact you and obtain permission to add them to your mailing or email program.
If you are in a business where the product is direct shipped to the customer or hostess, you will have two parts to this step. You will add part A which is a “warm hug” that they receive within 2 days of placing the order. Hand written note cards are great for this! Phone calls work well but emails are impersonal. If you want to virtual… use an e-card at the very least! Let them know you care and appreciate them!
This CALL takes place two weeks after the product is received. The purpose of this call is three fold. First, you want to make sure that the item is performing as expected. Second, since she has probably gotten paid again, it is a great time to ask her about adding on companion product to her original purchase. And third, as her friends have most likely commented on her purchase.. its a great time to talk to her about hosting! Verbiage is important. Keep it all about the benefits to HER in additional product and hosting.
You really are not their Consultant (Advisor, Designer etc) until they buy from you three times. Until then, you are someone they bought something from… once. Call three is where you really begin to solidify the client relationship. This is an update call.. new products.. sales.. promotions or events. Use what you have learned about her in the previous 2 calls to personalize the news you share with her. Draw on the last thing you discussed.. did she get that job? How was the wedding? How was her trip? Trite but true.. “People do not care how much you know until they know how much you care”. Let her know that SHE is important. She is not a dollar sign to you.
From there you should incorporate her into your quarterly follow up program. This program should consist of a mailer or newsletter and follow up phone calls. Do not expect that they will call you in response to a mailer or email. BUT, when you call them… the will say “I am so glad you called. I have been meaning to call you about that special”!
Vontoo-allows you to record one message and “broadcast it to hundreds of number. I like this service better than Post Calls because it shows your phone number on the caller ID. Send the broadcast at 10:30 in the morning on a week day. Because 90% will go to voicemail, most recipients will never know it was a recorded message. For the best customer relations, personally call the live answers. This report will be provided to you!
Michelle Archer is a certified coach with over 23 years experience in direct sales. Michelle works with companies and individuals to explode their business potential. Connect with her on Facebook Learn more at http://directsalesinstitute.com/