Customers appreciate companies that put extra effort into the experience their customers are having. Take the knowledge you have of your customers and clients and think about specific follow-up actions.
Finding new customers is crucial to the growth and success of your business. But entrepreneurs shouldn’t forget there is huge potential for revenue in their list of existing customers. Selling to a new client cost five to 25 times more than to an existing client, according to the Harvard Business Review.
The key to effective follow-up is to make each interaction value-added. Without good follow up, good marketing is like harvesting a big crop only to let it spoil out on the field. Here are some examples of best practices on how to follow-up with clients.
- Set up a follow-up system. Below are some basic tips on how to create a simple client follow up system so you contact every single lead, in the time frames that work for you to maximise your sales:
- Have a customer relationship management (CRM) system in place that works for your business.
- Use templates. Templates provide a quick and convenient way to send out contact emails, notices of missed calls or appointments and updates about your product and service offerings.
- Make regular updates. Your client follow-up system will only be as good as the data it contains, so make sure to update the information in it frequently.
- Create a follow-up schedule – complete with notifications to keep the process efficient and effective.
- When you are following up on leads, time is of the essence. People tend to choose companies with which they feel a connection. If you take the time to check in on customers and make sure they’re happy, they’re more likely to like your business and more likely to make future purchases.
- Provide valuable content. Send helpful information and advice based on their needs and interests. Focus on high-value content, such as guides, articles or educational webinars. This is the phase of consolidating the trust between you and your client.
- Be accessible. It’s important to remain accessible to your client, if they have to go through multiple amounts of people just to get you on the phone, this will not sit well. Communicate to your client your availability so that they understand when they can get hold of you. This will instil confidence in the client that you are aware of their needs and will also reinforce respect for your time.
- Remember to HEAR. Also remember to HEAR. HEAR stands for making sure you practice:
- Engage people,
- Be authentic and
- Respond whenever possible
- Try something unique. Unique follow-ups could include: sending a branded gift, sending a local-flavour gift, offer a discount to the office or another special offer.
- Consider an outside resource. Sometimes it’s more efficient to let someone else do the marketing and lead generation for you. When it comes to lead generation services, we at Global Virtual Partners, understand that both volume and quality are highly important. Contact us to learn more about our services.