It’s the secret to so much in sales and service success (or even success in everyday life…)
FUP #1 – The Email Follow Up
“Did you get that email? No I didn’t? What was in it…?”
You sent the email and you assume they got it and read it and understood it.
You’re waiting for the reply. This is important. They haven’t even got it.
A simple phone call to check can make all the difference.
FUP #2 – Relentless Follow Up
Georgi P at Nicheliving Finance is the Master of Relentless Follow Up.
He has to chase up banks, paperwork, bank statements, accountants and all the detail and paperwork needed to get loans approved for his clients.
He just keeps calling.
He does it in a nice, calm, friendly way, but he gets things done.
If he waited for everyone to “get around to it” the loan approvals and the finance would take twice as long.
FUP #3 – The Caring Follow Up
I asked my good mate Brad Mellen of Mellen Events to see if he could get us into the almost sold out “Rodriguez” concert this month.
He got his trusty Ticketing Manager Ronice Goss to arrange it.
Not only did she get us 4 extra tickets but she rang about a week after we received the tickets to make sure we got them.
She could have simply emailed… but she didn’t.
Far more personal… and far more positive impact.
That’s an example of the Caring Follow up.
FUP #4 – The Feedback Follow Up
I’ve heard the story on several occasions where Super Car Dealer John Hughes sits down every Sunday afternoon to go through the customer feedback forms on every sale his car sales reps have made in the previous week.
He studies them and separates those with complaints and those where everything is OK.
He then schedules to personally call EVERY PERSON who has made a complaint or who has something that isn’t 100% positive about the customer service experience.
“Hi, this is John Hughes here… this is a courtesy follow up call. I just wanted to hear personally what your experience was like… (and so the call goes…)
When he gets to the bottom of the problem he then arranges to have the problem fixed and make sure the customer will be 100% happy…”
Why? – Because he knows “people buy from people…”, people prefer to deal with someone they can trust, who has a reputation for caring and being trustworthy.
People talk! That WORD OF MOUTH IS the most powerful form of advertising.