Is your customer follow up process leaking?
A couple months ago, I needed to replace a window that broke during a windstorm. I saw an ad in the local newspaper. I noticed it offered a free report, so I decided to contact them instead of going into the yellow pages.
I got the report and frankly it was well written and informational. I was looking forward to doing business with them. I waited two weeks and left a message. Nothing! No follow up. Almost four weeks went by and still nothing.
Unbelievable! How is this possible?
Someone sent me a report, so the company had my contact information. Yet no one followed up. Even when a prospective customer called 2 weeks later, no one responded.
I can’t understand why a company would invest whatever amount of money they spent for that ad, only to let prospects fall through the cracks.
Following-up is one of the most important things I stress to any business I consult with. When you promise something you have to follow up to make sure it was done.
When someone raises their hand and identifies themselves as having an interest in doing business with your company, it is just plain dumb to make only one attempt at selling to that person.
Since very few businesses do a decent job with follow-up, your competitive edge is huge when you do it.
Examine your follow up process and make sure leads and prospects are not falling through the cracks.
Let me know what you think.