To be a successful business, you need to make recurring sales from your previous customers. This involves following-up with those previous customers to encourage them to purchase from you again. Certainly without following-up you have little to no chance of having a successful business for the long-term.
However, following-up with your previous customers involves more than just presenting new offers to them. It also involves following up with them when they have a problem or concern that they asked you to address. Excellent customer service involves following up with the customer to make sure the problem was solved sufficiently and that no further actions need to be taken to resolve the matter.
Very few businesses will check up on their customers after the customer no longer contacts them about an issue they had, so if your business follows up with them after there is no more contact about the issue, it will make you stand out to the customer, which will keep your company in mind to them for the next time they need a product or service that you provide. Too many companies will just presume that the issue has been solved and spend their time elsewhere, usually promoting their latest offers. This can leave a negative impression with the customer, or at the least, not provide the customer with as positive of an expression as the company could have made.
Following-up with a customer when they have an issue is part of “going the extra mile” for the customer to ensure that the customer is satisfied and that he/she has a positive impression of your company.
For more information on how customer service can boost profits, check out “Customer Service Profits.”
