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Short article with quote from J.D. Powers. Customer Follow-up.

By McKenzie Musick Dec 17, 2009

My question to every business owner who is interested in repeat business is what are you doing to make it happen? This quote from a huge company who surveys customers in the transportation industry say a lot.

"The follow-up phone call is a simple concept that may have a significant impact on customers' sales or service experiences," said Markusic. "While it might seem that calling customers after a visit would be standard practice for dealers, 20 percent of customers don't receive a call after a new bike purchase and 56 percent don't receive a call after having their bike serviced."

So are you too busy to follow up? Is your product or service not the sort of business for which follow up might be appropriate? Let's discuss that?

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McKenzie Musick

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McKenzie Musick wrote

at Jan 17, 2010 - 8:00 AM

All of last week was spent at a training seminar. One of the topics was events such as Homeshows, Builders Shows, Model Railroad shows and etc you know, trade shows. We will spend 10 to 12 hours a day in a booth collecting business cards. What you do with the contact information after the show will determine the effectiveness of your effort to participate in any show. I used to work for a fire place architect, yep there are such occupations, and a week at the Builders show in Portland would net a fishbowl full of cards and sign ups. The following Monday and Tuesday after the show were the most critical. All the smiling and handing out pretty post cards would amount to nothing if not for the follow through. On Wednesday after every show our sales team was on the phone re-introducing themselves to the potential clients. Of course we were still qualifying to find out when they intended to build or remodel their new home. Follow up is the most important part of an event.

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