The Importance of Customer Service Following the Sale

I’ve known many sales people who know just what to do to get the sale. They passionately go after their desired client, doing just the right thing to win him over. It may take weeks or even months, but they do whatever it takes to get the job done and, ultimately, get that contract signed. Then, they disappear.

Disappearing after the sale is a huge mistake. As someone who has worked on both sides of the fence, I know how frustrating it is for the customer when the salesperson they’ve built up a trust with no longer decides they’re important enough to spend time with once the sale is closed. Or at least they make it seem that way.

No excuses

• As an Account Executive, even if you have someone else who is designated to work with the customer after the sale, you should never assume that there is no work left to be done once the contract is signed. I’ve heard that excuse time and again, and it doesn’t make the customer feel any better about it.
• Even if none of the other AEs in your office are making personal follow-up calls to the client, that’s no excuse. Make yourself stand out from the rest.
• Following your first sale with the client, even if your assistant has already made a follow-up call, you should too. Your customer might feel more comfortable opening up to you as they’ve gotten to know you during the process of the sale from your first introduction to the close. It will prove to your customer that you stand by your word and are thoughtful enough to want to personally make sure he is satisfied.
• Send a hand-written thank you note expressing your appreciation. Yes, everyone uses email today, but that’s no excuse. Sending something more personal helps you to stand above the rest.

 How Customer Service Can Help Your Sales

• Providing outstanding customer service after the sale may not only win you a customer for life, but you’ll be more likely to receive customer referrals that can lead to more business. I’m always baffled at why so many sales people fail to realize this as it’s one of the easiest ways to generate more sales.
• If you fail to provide personal customer service to your client, the next time he needs a product or service your company sells, he’ll be more inclined to look elsewhere.
• It may be a cliche’, but it’s true: It’s easier to keep a client you have that to find a new one.

One of the most important keys to being a good salesperson is really listening to your customer, and by taking care of his needs and understanding what he really wants you’ll be on your way to becoming a highly successful sales professional.

Satya