Do you know why customers leave or fail to do business with a company in the first place?
According to the Small Business Administration 68% leave because of Perception of non-caring, 14% product dissatisfaction, 9% price, 5% friend’s recommendation, 3% move, 1% Death.
68%… WOW!
There is one huge reason is lack of follow up. Follow up is paying attention to your customers, making them feel important; you show you care about them. Everybody likes to feel special and when you pay attention to your customers they feel special.Follow up is not difficult and you should put a plan in place to prevent the 68% form leaving.
In his blog Dan Kennedy said this about follow up:
“Because virtually nobody does a decent job with follow-up, when you do, your competitive edge is huge and automatic.”
Keith
{ 1 comment… read it below or add one }
So true, I started following up on a inconsistent basis, and it has helped dramatically with referrals. I need to do this with any customer! Don’t just follow up when you want their money again. Follow up right after the service!