How You Follow Up Wins (or Loses) Business

How do you follow up regarding:

• Prospective new business leads
• Customer questions and problems
• Employee or team concerns
• Community impact
• Bad (or good) press
• Competitor claims

One of the top complaints I hear from people is: "I just don't have enough time." Yeah, I get it. And what we're really saying is: "It's not important enough to me."

And that message gets through to your audience and has impact.

That's why following up and following through is a key ingredient in creating an experience that people respond to and respect.

I have several very busy clients who share this common complaint. When I did the research among their team and especially their customers, it was a pattern that showed up in the responses. Their people didn't feel that they mattered because they were not being paid attention to like they felt they deserved. As a result, they were not as apt to refer, deal with or communicate with my client or their business.

What?

How can a simple thing like following up with someone have that type of an impact? It can and it does. So in this final Better3 Customer Love newsletter, I'd like to offer this: Follow up with your people. Make it personal, quick, and be of service. See what happens.

After learning this insight, one of my busiest clients changed the way they followed up with people. It dramatically improved their business. Now they are top-of-mind for referrals, they know and understand more about what their customers and team want, and above all, they are creating an expectation that the people they serve matter.

Wow.