In the high pace of business, when we receive a service or product from a vendor and everything is “as expected”, we tend to move on to the next project or deadline.
If there is some kind of problem with the product or service, we may contact that vendor. Thus, the vendor or service provider may “hear about it”. (As the vendor, you hope the client contacts you, as you then have the chance to fix the issue!)
While product and service deficiencies are hopefully very infrequent in your business, being able to address them when they happen is critical. You otherwise run the risk of losing a client.
How often do you receive a personal follow up call or email from a service provider, to check on your level of satisfaction? Chances are, not very often. I know that if I receive such a communication, infrequent as it is, I consider it a point of exceptional service and care.
Having a follow up plan and program in place is a great way to differentiate your company. It accomplishes:
•Catching problems that may otherwise go unaddressed and leave the client with a lowered trust factor
•More often, it simply gives you a chance to thank the client for trusting you
How often you reach out like this to regular/repeat customers is a matter of judgment. You don’t want to “bug” them with too many calls, but you don’t want to take them for granted either. Consider putting a follow up program in place in your business. It can be a great tool for customer retention.