Most business owners recognize the need to cultivate and maintain good relationships with their customers. At the same time, many overlook the need to follow-up after the sale or service. Here are three of the many reasons why they may be hurting themselves and being like the ostrich that sometimes waits for the danger to come to it.
1) AFRAID OF APPEARING "PUSHY": Persons involved in Direct Sales often seem to be overly-concerned about this. Keep in mind that there is a difference between being pushy and being proactive. I feel very appreciated when someone from whom I purchased an item calls to see how I liked the item, or sends me a Thank You card. Wouldn't you? And, if during the follow-up call she mentions that one of the ways she grows her business is by referrals, that in no way offends me because I would want to refer my friends or family to someone who cares enough to follow-up.
2) WORKLOAD – Admittedly small business owners and entrepreneurs often carry a weighty responsibility and have to multi-task as the CEO, the Salesperson, the Marketing Department, etc. However, customers are WHY they got into business and WHY they stay in business. It may be necessary to analyze if productivity would be enhanced by hiring someone to assist with less essential tasks so that the focus can be on where it's required most.
3) FEAR – There is an old saying that What You Don't Know Can't Hurt You. In business it's the opposite! What you Don't Know WILL Hurt You – your relationship with your customers and your bottom-line. Are you afraid to call your customers after a sale or service because you may get a negative response? Would it not be better to know what their concerns are right away so that these can be addressed? And if customers are happy, would this connection not be the perfect opportunity to ask for a testimonial or referral?