What to Do After The Sale… Building Loyalty

What to Do After The Sale... Building Loyalty

Dad Joke from Erich: I had to cancel my trip to Scandanavia …

I couldn’t a-fjord to go to Norway.

Erich: I’m going to play host again here and see if I can lead off this discussion; though I know we’re often on the same page, I know we all have some interesting different experiences as it comes to selling and customer relationships; Let’s start off with the most obvious question:

Q1: Is the sale over once money exchanges hands and delivery is made? I’d like to tackle this on more than one level- what do we do on an order-by-order basis, and what do we do on a customer basis as far as follow-up and proactive remarketing/relationship building?

(“Why don’t people want to call after the sale? No bad news!” )

Q2: Let’s drill down on a specific part of all this; Customer Retention. Those of us who have sold for some time know that it’s easier to get past the purchasing ‘tipping point’ with someone who already trusts us/our companies- How important do you think customer retention is, and why?

Q3: Going back to this globally; what do you think the most important points are as far as how we address customer service overall, and what that means to our post-sale actions and experience?

Aaron: Speed is a choice (From Jay Baer)

Aaron: Underpromise and Over Deliver – Setting Expectations and then following through.)

Q4: What has changed about post-sale service in the current climate? What’s different, for instance, between offline, brick and mortar processes vs. the ever-growing online segment?

Q5: What immediate actions should any of our listeners take to get on the right track with post-sale service? What are the key processes we need to have in place?

Q6: Final takeaway; you have one thing you want the listeners to remember about the post-sale experience. What’s the word; the touchstone to keep in mind?