July 31, 2012
And How Follow Up Can Save Them!
Depending on the type of business or service you may not even know if or when you lose a customer. Studies show less than 4% of your customers will tell you if they are unhappy so depending on your follow up process you may never know if you have a customer on the fence.
Here are the statistics on why businesses lose customers:
3% Move away
5% Form other relationships
9% Leave for competitive reasons
14% Due to product dissatisfaction
68% Stop buying your product or service because of an attitude or feeling of indifference towards them by one or more persons representing the company.
How can follow up save the 68% of the customers leaving? It’s about preventing the attitude or feeling of indifference. The following are 4 sales follow up steps to insure you don’t lose customers and avoid the 68% trap:
- A simple “thank you for your business” when the sale is complete.
- Send thank you cards to welcome new customers or sales.
- Create an email thanking your customer again for their business and let them know where they can go for additional service and support if needed.
- Determine the customer’s next need and remind them of your company or service by email, phone, or direct mail.
The major point of these steps is to insure your customers feel appreciated. Customers who feel appreciated will typically not fall into the 68%. And if by chance your customer had a less than satisfactory experience in their last transaction these steps will help turn the tide back in your favor.
To learn more about creating a follow up system make sure you to read Creating a Follow Up Strategy where I discuss follow up strategies for existing customers.