Following Up

Following up contact from customers is not only basic etiquette ... it should be the heart of your business.


So many client meetings this week. So many stories told of where they have been let down by others...If I could earn £1 for every time I met with a client that:


  • had given time to companies / sales people to meet with them but then they never followed up afterwards. Not even an acknowledgement to say 'thank you' for your time or to follow up on actions discussed de...spite the company being keen and needing their services. OR
  • they themselves had several leads coming in but just didn't have the time, resource, or inclination to follow them up to convert it to a sale.

There are lots of reasons why the above could happen. Lack of time. Lack of resource. Lack of skills. Other priorities, Perhaps even lazy.


BUT the upshot of a lack of FOLLOWING UP is interpreted by the other party as:

  • not interested
  • doesn't care
  • unprofessional
  • if this is how they are before a sale then what will after slaes support be like?

Personally my view is simple. The customer (current and prospect) should be at the heart of everything you do. If you receive a call, email, tweet,etc then RESPOND. Even if it is a complaint. In fact even more so if it is a complaint. The power of your response can turn even a negative situation into a positive depending on how it is handled.


Remember the stats... whenever a person has a bad experience they tell 10 others. So prioritise your communication strategy. Prioritise yoru customer engagement strategy. Develop a process to enable prompt followup. Create an environment where the customer is the heart of your business and watch the business grow.


For support to develop your customer engagement and communication strategy as well as develop follow up programmes then please contact me. Always happy to take a call.


We are here to help you succeed!



07388 022473




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