Mastering The Art Of Customer Follow Up

There's a general consensus in the sales world, that the art of the "follow-up" is the most important part of the sales funnel.   Yet for some reason, as retailers, we seem to forget we too, are in the sales industry, and once someone walks out the door, it shouldn't mean the end of the communication (and buying) process. Retailers around the world, have lost the art of communicating, especially once a customer left the store. Even worse, for those that do follow up, it's often with an email, which is impersonal. Last week we talked about how email can be the most personal staff member in your business, today let's talk about when you should just pick up the damn phone. Here are my tips, to Mastering the Art of Customer Follow Up. If you sell a complicated product, make it a procedure that the sales person follows up to answer any questions. How many times have you been into a store, and the sales associate has handed over your receipt, with the platitude, "If you have any problems, give us a call". You know it's not sincere, because heck, if you have problems, you most likely WILL call, to vent your frustrations. Instead of setting up the customer to fail, how about you set them up to succeed, right away. Watch the episode here