During spring break, I visited my grandparents in Florida. They live there for the winter and stay at a campground in their camper. They recently bought a brand new camper and have had many issues with it. The company they bought it from has not been helpful at all in wanting to help them with the issues. My grandpa called them multiple times with questions about why something isn’t working and wondering if he was doing it wrong or something. They were not helpful and were very reluctant to even answer his questions. They decided to take the camper back with a list of issues and tell them they want everything fixed because it is under warranty. Soon after they bought the camper, they both said they’d never deal with this company again. All the sales people wanted to do was make the sale and the get camper off the lot. They did not care about customer satisfaction and were not planning on continuing any type of relationship in the future with their customers. Being available and willing to provide customer service even after the sale is very important to get customers to return to your company. My grandparents love taking the camper to campgrounds all year round and would be good customers to keep, but because the salespeople were not helpful after the sale and were not worried about following up after the sale, they’ve lost a potential future customer.
By gibsonam1
BoweryJE22 4 thoughts on “Following up after the Sale”
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Following up is one of the most important steps in the sales cycle. The new form of selling (Relationship selling) is built around building and maintaining the relationship with the client. The maintaining aspect is based around following up.
Great insight! Salespeople need to realize that word of mouth could lead to plenty of sales in the future for them. All this requires is a little more effort in taking care of current and past customers. Thanks for sharing.
This is a perfect real-life example of why follow-up is so important. If you want to create brand loyalty through customer satisfaction, it is extremely important to follow-up after the sale. Following up shows the customer that you care about them and that they are more than just a paycheck for yourself.
This is so true in selling! I know that almost everyone has probably experienced this in one way or another over the course of their lives. Customer service is such an important aspect of selling and it only works if you continue to serve your customers after the sale. Providing this service after the sale helps to spread the word about how your business operates in a positive manner. Not only will you lose the customers that have been effected by your lack of service, but you will lose future customers that those customers have talked to about how lacking you were in that area.