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The Fine Art Of Follow Up by Cindy Stradling CSL, CPC

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The Fine Art Of Follow Up by Cindy Stradling CSL, CPC

Blog
421 Views

July 23, 2019

Regardless of the type of sales, your company makes, finding ways to keep current customers and to build a base of potential new customers is critical to the success of the business.  Having a way to develop a “follow-up” strategy allows you to thank a customer for a purchase, to send a reminder to a dominant customer, or to even reach out to a potential customer after contact with your business.

Follow up really is an art. If the communication seems too clinical or generic, it is likely to turn the customer away or simply be ignored. If it is too pushy or salesy, it will do the same. The key is in finding a way to connect on a personal level and provide information of relevance to the customer that keeps you and your company in their mind as a trusted, helpful resource and business.

Make it Part of the Process

It is a good idea for all sales to use the same type of follow up process. All sales reps should be using the same method of sending out follow up communication to keep things consistent.

An excellent way to work in a natural follow up is to send a thank you card or note with the invoice. A card with a handwritten thank you from the business is a nice change from today’s technology-focused communication. Include a couple of business cards and make sure the message encourages the customer to call with any questions or if the business can be of any future assistance. An email can be included with emailed invoices as well.

Some companies may also include a discount in the card or the email for the next purchase. Again, focus on providing support and assistance both now and in the future.

2 Weeks

There is a window of opportunity before two weeks after the purchase to reach out to the customer. This can be done by phone, email, or even text, depending on the customer and the sale type. For services or larger purchases, email or phone calls are typically the better options.

In this follow-up communication, ask about satisfaction levels, service received, and if there are any questions about the product. Keep this short and end with a thank you and the invitation to call anytime for any assistance in the future. Depending on the type of product or service, and if it is a one time or ongoing need, consider asking for permission to call again in a few weeks to check in.

Social Media

Using Twitter, LinkedIn, and Facebook can be an effective way to keep your name in the customer’s mind. Be sure posts are relevant and timely, and use analytics to determine what keeps customers engaged and what social media strategies are effective with your current customers and your target audience.

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Cindy Stradling

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Our Clients Say

We have had the pleasure of working with Cindy Stradling to source several top notch consultants to assist us with the design and delivery of a variety of Learning and Development and HR Programs. This this successful collaboration we have truly appreciated Cindy's very high standards for members of her network, the drive and energy she brings to her work and most importantly her strong commitment to understanding and meeting the needs of her clients.

Deborah A. Fillippe, CHRL VP Human Resources Kenaidan Contracting Ltd.

Cindy has been a terrific resource to Metro! She met with us to clearly understand our needs then provided us with a shortlist of top-quality trainers for us to meet. The whole process was simple and seamless, and it saved us a lot of time in sourcing companies with specific skill sets. She's a pleasure to work with.

Gary Grant, CHRL Director, Talent Management and Training Metro Inc.

Cindy provides a very progressive and engaging training environment. We have seen her successfully provide solutions to companies and individuals from all sectors, from the sophisticated to entry level. The integrity she applies to all aspects of her business is beyond reproach.

Al Diggins President and GM Excellence Manufacturing Consortium

Cindy has been engaged by Express Scripts Canada to provide Presentation Skills training to our management team. Cindy's expertise in this area has been invaluable in supporting our leaders with their leadership development in their presentation styles.

Anthea Gomez Director, Human Resources & Corporate Services Express Scripts Canada

Cindy is the epitome of positive energy! I didn't just work with Cindy at Duplium; I continue to keep in touch with Cindy because she is a wealth of knowledge and always a delight to catch up with. If you need something or someone, just ask her, she will get it done! She embodies the unique combinations of integrity, commitment and resourcefulness. Thank you Cindy for all the times you gave me just what I needed!

Susan Orenbach Senior Human Resources Professional

We engaged Cindy to help us develop a leadership training program and provide our management with one on one coaching. Cindy's professionalism, ability to understand our challenges and develop an innovative, cost effective training program in a timely manner was truly impressive. I recommend and welcome the opportunity to work with Cindy.

Marina Lichtenberg National Manager, Talent Acquisition Canon Canada - "Your gateway to a dynamic career with Canon"

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