What the Heck is Follow Up

follow up

what the heck is follow up

What the Heck is Follow Up?

What’s the most important part of your business? Is it reputation? Well, the reputation your business has on the street, among prior customers and your competitors has great effect on your future business prospects. How people think and talk about you and your business can have a great effect on a future decision to purchase your products or services. So yes, the reputation your business has in the community is very important. What about sales? Are sales important to your business? Of course they are. Sales are the lifeblood of any business. It doesn’t matter whether that business produces a product, offers a service or both. Without sales, there are no profits and without profits there is no business. Every business must generate enough sales to offset expenses and costs and leave enough left over as a sufficient profit margin. If this doesn’t happen continues sales won’t matter because the business will no longer exist. So yes, the amount of sales a business generates is also very important. How about customer satisfaction? Is customer satisfaction important to your business? Again, that’s a no-brainer. Of course customer satisfaction is important to your business. Your current and former customers are your number one way to get recommendations that can lead to new customers and sales. They are also an excellent way to get repeat business from your existing customers. All these extra sales mean additional profits for your business. So yes, customer satisfaction is important to your business. So, as a business owner, how do you tie all of these critical factors together? The answer is follow up. What is follow up? Well, follow is the process where you, well, follow up. Look, the communications that you receive are the lifeblood of your business. If you deal with these communications in a timely manner then you are also positively dealing with issues that can affect your bottom line. As a business owner, people want to hear from you. After all, by opening up a business you intentionally made yourself a target of attention. Don’t shy away from this natural attention. That attention is what is going to make you money. So, how does curiosity and attention make you money when you’re running a business? Well, there’s no such thing as bad publicity. Whatever it takes to get your business’ name out there is worth the effort. One of the best ways of focusing attention on your business is through a well thought out follow up campaign. When people are interested in your business because you’ve taken the steps to engage them, then the end result is profit. Take the time to tell your audience an engaging story and you’ll reap the positive benefits in the future.



Following Up With an Angry Client or Customer

“The customer is always right.” How does that statement make you feel? Do you believe it to be true for your business? What if that customer is berating you or your staff unnecessarily? There is a fine line, and if the customer chooses to cross that line, it may be a customer you could do better without. Alternatively, sometimes a simple response letting the angry customer know that you hear them and you understand is all it takes to take the fire out of their mood, and get to the bottom of their frustration. We live in a world where customer service is generally severely lacking. As consumers, we’ve gotten so used to bad customer service that we experience a kind of blindness when faced with it. It’s simply expected, so doing the opposite – being a caring and concerned business-owner – will turn heads in your favor! Still, you will get that occasional client or customer that is experiencing anger or frustration and directs that towards you and your business, and following up with this particular client is especially important. The best way to get to the bottom of a problem is to address it directly, without procrastination or assuming guilt. Follow up with the angry party, let them know that, as the businesses owner, you are concerned about their issue and that you’d like to address it immediately. Usually, just the act of feeling listened to will quell the frustration, and you’ll much more easily be able to decipher the real issues. And keep in mind that angry customers are an excellent opportunity to really shine where your businesses customer service is concerned. We, as consumers, will always remember and recommend the business that addressed our issues quickly, fairly, and with a positive outcome. Having said that, there are times when a customer or client should be “fired”. Some people are simply not in the right headspace to be good clients, and a client that sucks all of your mental energy doesn’t do your business (or you, as the owner) any good at all. Weigh the time, energy and resources you put into following up with and satisfying a high-maintenance customer against the relief of simply letting that customer go, and you may find that letting the customer go is better for your business, and for you personally, in the long run. Simply because you are a business owner doesn’t mean that your customer must have all control. Institute balance in your follow up responses, and your businesses will run more smoothly, and you’ll be a happier owner.