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Do You Have a Customer Follow-Up Strategy?

follow-up strategy

A follow-up strategy is important and necessary even if you aren’t a sales person. For example, if you’re an artist it’s unlikely you’ve ever referred to yourself as a salesperson, but the truth is, if any of your job functions relate to closing business you ARE a salesperson, and you need an effective sales follow-up strategy.

You may not want to come off as one of those persistent sales people who will not leave someone alone until they make a sale, which is why having a strategic, gentle follow-up process laid out is key to everyone’s success and happiness!

Don’t treat a signed contract like a finish line. Of course there’s no problem with celebrating a sale, but understand that the work is not done. Following up after a sale is a great way to not only make sure your customer’s needs are met, but when done tactfully, it’s a great way to improve the chances that you can upsell that customer in the future.

If you lost out on a sale, don’t burn that bridge. Just because the client was not ready to purchase this time doesn’t mean they won’t be in the future and you can keep yourself top of mind for when they do.

Your follow up schedule may look something like this: 

  1. After first call – Send email thanking them for their time. ( 10 mins)
  2. After proposal –  Email follow up if they have any questions ( 24 hours) 
  3. Phone call- Check in ( 3 days) 
  4. Signed contract (set up zoom call for onboarding or create a form for them to fill out where they can also upload any relevant documents/images) 
  5. Service inquiry – How are your service so far? – Phone call or survey

If  you don’t end up getting the sale, I would suggest to give them about a week and then follow up with an email. This is a whole different follow-up strategy that you will need to layout…

Get creative with it and think outside the box!

Did you read an article that may help them? Do you have a contact that may be of use to them? A process that may improve their business? 

It doesn’t just have to be emails and phone calls. Maybe send a handwritten card as thanks or even a birthday card. 

This is all information you can keep in your CRM and refer back to later. 

Pro tip: Set up reminders in your schedule to reach out and check in with clients and prospects ahead of time.

When you set the standard for your follow-up strategy, it ensures that everyone is happy regardless of whether or not they move forward with you, and that no hot leads fall through the cracks! It also gives you the opportunity to refine your processes and make them the absolute best that they can be.

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