If You’re Not Following Your Customer Who Is?

/, Customer Satisfaction, Managing the Customer Experience, Reaching the Consumer/If You’re Not Following Your Customer Who Is?

If You’re Not Following Your Customer Who Is?

Share This:
It makes it easy for you to stay in touch with your customers.

It makes it easy for you to stay in touch with your customers.

Everyone knows they should be following up on sold customers but how many do? It’s not just sold customers; what about customers who have been in your business and haven’t decided to purchase? Maybe you made one phone call and then got busy. We talk about managing the customer’s experience; how can you do it if you’re not in touch with the customer? You must stay in touch with your customers if they are to remember and refer you.

It’s not that we don’t want to do it, we just get busy. Salespeople have a tendency to be motivated by “shiny objects” called new customers.  It’s the hunt. Can I close them, how much money they will give me, this is exciting.

It's pretense.

It’s pretense.

In actuality the new customer is all about “smoke and mirrors.” No one knows anything about them and that seems to be the allure. What about the customer who purchased twenty thousand dollars of tile from you three months ago? At one point they were the “allure” and now they’re among the missing. You might be tired of hearing this but 90%, it’s gone up from 80% two years ago, of your customers come from referrals. It’s the customer who you said “Thank you so much to,” and then shoved out the door. You promised yourself you would send them a thank you note, remember their birthday and swore you would call them. But then the “shiny object” came through the door and you were off and running.

The customer can’t refer you unless the remember you. While they are tethered to their tablet and cell phone you are the last thing on their mind. If it matters to you, make it a priority.

What about the customer whose home you measured but never closed? After you got over the fact that they dumped you again you ran after the next new customer. Maybe they didn’t dump you after all but if you don’t follow up how will you know. Another lost opportunity.

goldI’m telling you, the gold is in the sold customers. But, what are you doing about it?

Greg Incardona from Followyourcustomer.com and I had the opportunity to have an interview with Dave Foster about sold customers.  If you would like to do a better job with this, listen to our  audio  interview with Dave Foster. http://bit.ly/18eZd7c.

Lisbeth Calandrino has been consulting with businesses for the past twenty years about sales and customer service. If you would like her to speak at your business or schedule a consultation, reach her at Lcalandrino@nycap.rr.com. She lives in Historic Hudson Park, Albany, New York with her cat Rainyday.

Share This:

About the Author:

Lisbeth Calandrino is an award winning trainer, entrepreneur, and blogger and has spent over twenty years developing custom tailored marketing and customer service programs for businesses. Her recently published book, Red Hot Customer Service, 35 Sizzling Ways to Heat up Your Business and Ignite Your Sales defines the steps necessary to build a competitive advantage and turn great companies into unforgettable or red hot companies. Lisbeth admits that much of her knowledge came from her Italian grandfather who despite very little formal education and a limited English vocabulary, managed to became both successful and wealthy. Lisbeth has wonderful stories about Grandpa DiBiagio’s and her time spent learning how to managing Grandpa’s fruit stand. Because of Lisbeth’s experience as a business owner, having been the managing partner and owner of 7 furniture and carpet stores for 14 years, she is able to bring her extensive business knowledge and experience to all of her clients. Lisbeth’s awards include executive of the year award from the International Executive Association, Albany chapter (a business networking group) and first place honors in an international marketing contest for alternative medicine. A two time cancer survivor, she has spoken extensively about her experiences of cancer, offering words of comfort and inspiration. As an activist, Lisbeth has initiated and contributed to many charitable causes. She has worked with at-risk youth, spoken out against injustice and advocated to and helped to build resources for women. As a presenter, Lisbeth Calandrino is highly motivational, information-rich, and very entertaining. Her acute business sense, contagious enthusiasm, positive energy and fun sense of humor make her a dynamic presenter. Lisbeth is a member of New York, Historic Albany Foundation, educational director of Business Referrals Networking Group and member of the board of directors of the Animal Protective Foundation of Scotia, New York.

Leave A Comment