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Following up after a sale or any customer contact is something that some people
consider an optional extra in business. To some people, the idea is to simply provide
the customer with what they came for, and let them go on their merry way once they
have got it. The priority after this is to go ahead with doing your job in respect to
other customers. However, the fact is that a little bit of follow-up work, can make a
huge difference to the way your business retains customers, and attracts follow-up
business from friends of the original customer.
Follow-up work is a major part of customer services. A customer will always see the good service they
got from a business as a reason to return the next time they need something of a similar nature. This
kind of service is arguably more powerful than paid advertising as a tool to get customers through the
door on a regular basis. Any customer who feels that they have been given exemplary service will be like
a walking billboard or a cheerleader for your company. This is something that many companies fail to
keep in mind, and it costs them money in the long run.
After the sale, service can take on many forms. It may be the person or persons who are on the spot to
provide advice and customer support if the customer has difficulties with the purchased product or
service. It may be a call a few weeks after the purchase is made to find out whether the customer is
happy with their purchase and whether there is anything more that you can do for them. Showing a
customer that they mean something to you and your company is a very important part of giving
customer service that is not good, but great.