In our last post, Follow Up! Increase Your Bottom Line, we talked about the importance of following up with potential clients or customers after they complete a contact form or you meet them at an event. “Following up” doesn’t stop there. Providing outstanding customer service once the customer has made a purchase is important too.
When a customer emails you or completes a contact form regarding an issue or requesting a quote, it is important you follow up in a timely manner.
Last year, New Voice Media, reported that $62 billion of business was lost due to poor customer service and failure to follow up.
The sad truth is, most companies, small and large are poor at following up!
Of the 500 companies recently surveyed, only three followed up after the initial interaction. Only one company followed up to simply ask if the customer was happy. As you can see, the bar is low!
How quick are you to respond to customers? This is another area where companies are failing!
Studies show the average response time to handle an email is 15 hours –that is a long time to wait for an answer or be contacted about an issue or a price to be given for a quote. I’m sure this builds lots of goodwill with customers! NOT!
Make it a habit to not just respond, but respond quickly! It is a part of follow-up and customer service that will make you stand out!
If you need help creating a contact form that works for your company, contact UpStream Marketing.