IT service providers must do follow up with customers. Maintaining follow-ups with clients has the following benefits;
- Build Trust
When engaged in the initial resolution of a customer request, your technicians should enthusiastically support the customer and let him know the support was in his best interests. If that was true, then the enthusiasm shouldn’t wane. Instead, the technician should continue to support his decision and strengthen his resolve that he made the right decision.
When you don’t have anything further to gain after you’ve made the support intervention, the customer trusts that you were telling the truth when you encouraged the purchase.
- Head Off Problems
Returns and complaints are a nightmare for technicians, and yours can head off many of the objections that cause returns by following up shortly after they’ve given support. Make sure technicians answer questions and help customers figure out how to use the products they have received. Make sure the delivery went smoothly and all items are working well.
- Create Goodwill
Technicians should use the follow-up call after to thank customers for their business. Even before they ask for referrals, they should show customers that the business appreciates them. Technicians will make a positive impression on clients for them and for your company. Remember, technicians are representatives of the business, and they should use every opportunity to build goodwill for it.
- Sell More
Naturally, the ultimate goal of follow-up is to generate more sales. Customers request future assistance from someone they trust who acknowledges their patronage and provides excellent customer service. Once technicians build a trusting relationship, they should ask for referrals.
They need to use the call to explain any incentives your business may offer for referrals and assure customers that everyone you serve receives the same consideration and follow-up care. Set a schedule for your salespeople to contact former clients on a regular basis to keep your business’s name in front of them and build on that goodwill they started with the initial follow-up call.
Leave a Reply
You must be logged in to post a comment.