I am a strong believer in making follow-up calls and I recommend this to most of my clients. Follow-up calls give the customer the opportunity to say their piece, whether it be good or bad. From my experience, most people are forthcoming and usually have positive or constructive things to say.
Think back to the last time you visited your dentist. Did you get a follow-up call a few days later to make sure that everything was OK and that you were happy with the service that you received? Probably not.
I could rattle off a hundred examples of businesses that could really benefit from making follow-up calls, but I am sure that if you were to think about it for a few seconds, you would quickly determine whether your business fits into this category or not.
I recently started doing work for a telecommunications company and the first call to action that I suggested was the implementation of three follow-up calls to every new customer. The first call was to be made the day the customer's paperwork was received, the second when the customer was connected (about a week later) and the third a month later to make certain that everything was OK. The response was overwhelming, to say the least, especially at a time when telecommunications companies are not renowned for their levels of service.
Making a follow-up call is an obvious thing to do, but few businesses do it. Making a quick call to ensure that your customers are happy could easily be the best money your business can spend.
Some time ago I had my car serviced. I was a bit shocked by the bill, but after a few days I received a follow-up call from the mechanic, just to make sure that everything was OK. I said that I was surprised by the amount of the bill, but otherwise I was happy. He suggested that we run through it to make sure that no mistakes had been made, and within a few minutes I was completely satisfied with the bill and all of the costs incurred. But just to make the experience even better, he offered me a free wash and detail the next time I had my car serviced. This guy was good - very good. I would probably not have gone back to his garage because I wasn't happy with the bill, but after a few minutes on the phone, my entire perception had changed and now I take my car back there all the time.
Consultants rarely make follow-up calls to see if the client is happy with the work completed. Solicitors, accountants and other professionals, likewise, rarely pick up the phone to determine your degree of satisfaction with the work they have done.
Imagine buying some new clothes and having the fashion store phone you a few days later to make sure that you are happy with your purchases! Even if a customer isn't happy, by making a follow-up call you now have the opportunity to rectify the situation and, most importantly, keep them coming back to you.
Making a follow-up call is an impressive form of customer service. Its simplicity is wonderful and the long-term benefits are astounding. I have yet to come across a business that couldn't benefit from making follow-up calls.