Follow Up as a Back to Basics Approach
Editor’s note: Steve writes, speaks, and consults on customer service.
A Chamber of Commerce recently hosted my talk ton how to tell a “Signature Story.” It’s a topic about which I feel passionate and my enthusiasm struck a chord. The audience was engaged and lively. Afterwards many chamber members spoke with me about their Signature Story ideas along with a brief synopsis of their company’s product and service offerings. I invited these chamber members to follow up with me. What a fun time!
When I returned to my office, more chamber members had e-mailed about their company’s product and service offerings. I replied to every chamber member with a suggestion for future follow up. And that is where the story ends. Why? Because almost no one followed up!
I said almost no one. There was one chamber member who did follow up and his efforts were rewarded. How? He gained a new business relationship – with my company.
Had more chamber members followed up they might also have been rewarded similarly. My company is always looking for value-added service providers; however follow up is required to get my attention. My travel schedule keeps me on the road often so I need a little nudging along the way. For those who are persistent, tenacious and clever – there is a reward. For those who give up after the first call or e-mail, there is nothing.
Steve’s World Class Value Pack
In this difficult economy, I have been very fortunate because my company’s narrow niche enables my services to stand out. I have the benefit of being a big fish in a small pond. But I still can’t assume that new business will always come to me. I have to keep searching for new relationships by following up two, three, four or more times. One time after following up with a prospect for the sixth time, she said, “Thank you so much for not giving up because we need your services.” Needless-to-say, I won this new business.
Follow up is one of the most basic sales and customer service tactics. I urge you to persevere with tenacity and tact and keep following up. Tough economies require a “back to basics” approach to weather the storm.