Several months ago a friend of mine submitted some documents to a company for their review in order for her to qualify for their service. At the time of accepting the package, the company assured my friend that she would receive a response within 45 days. After 60 days she began the follow-up process. However, after several weeks of trying, she was finally able to talk with a representative. Although the individual provided the update that she had been longing for, she had already decided to take her business elsewhere. Have you ever been upset when a company did not fulfill a promise it made? This discussion with my friend led me to think about how important follow-up is in order to deliver exceptional customer service to our clients. We definitely felt like this company over-promised but under-delivered. Have you ever been left hanging by a company? Didn’t it make you consider changing your service provider?
As entrepreneurs we have to remind ourselves that our business is all about our clients. After all, our clients are the people that will ultimately decide if our business grows or not. Hence, everything we do in our business must be client-focused including our payment options, policies, operating hours, presentations, and promotional campaigns and even our Website. It is in the best interest of our business success that we constantly follow-up and follow-through with our clients, prospects and business partners. This will not only help us to turn prospects into clients but also increase the buying frequency of our existing clients. It takes a lot of work to retain clients, yet one of the easiest ways to thrill our clients is to simply do what we say we will do 100% of the time. Therefore, whatever promises we make, we must ensure that we do it accurately, thoroughly and promptly all the time. It will absolutely “wow” them every time we exceed their expectations.
If your business is cognizant of the importance of following through on every commitment made, it is on the right track to becoming known as a company that values its clients. In addition, your clients’ satisfaction will indeed soar when they perceive that you will provide them with solutions or accomplish tasks ahead of schedule or even at a higher level of quality for them. Consequently, they will become your loyal clients who will gladly give you more referrals and repeat business.
Are you following through with your clients? What follow-up methods do you employ? I would love to hear them.
About the author
Genovia is an experienced and highly skilled administrative expert and owner of Genwil Business Solutions, LLC. She specializes in providing ongoing administrative support to Coaches who want to grow their business by finding more time to focus on other profitable activities such as engaging more clients and increasing their revenue, while enjoying their business success.