After-sales follow-up
There is contact after the job, and that is why the customer comes back.
What happens after the money changes hands
The sale closes and that is that. The service due, the review and the next purchase all depend on somebody remembering.
- Follow-up happens when there is a spare moment, which is to say hardly ever.
- Next year's service depends on the customer remembering.
- Reviews get asked for now and then, from whoever happens to be nearby.
- If something went wrong, you find out when the one-star review lands.
- The happy customer forgets the business until they need it again.
- It always happens, at the interval you decide.
- The reminder goes out when it is due, with the appointment already offered.
- Reviews get asked from everybody, while they still remember.
- If something went wrong, the incident is taken down before it goes public.
- The happy customer gets a sign that somebody remembers them.
Working from the next customer
No campaign to set up: it comes out of what is already recorded in your system.
Getting back in touch, with judgement
A follow-up is worth something when it knows who it is calling, why, and what to do with the answer.
If something went wrong, it takes the whole incident down and puts it in somebody's hands.
It sends the invoice, the warranty or the report without anyone having to hunt for it.
It knows what they bought and when before saying the first sentence.
And it runs your after-sales routine, in the usual order and to the usual deadlines.
Where the customer comes back, if you call
In these three trades the next visit is already decided: it just has to be remembered. Go into yours.
The next colour touch-up, which has a date even if nobody says it.
Next year's service and the MOT, which nobody writes down anywhere.
The six-month check-up, which is half the treatment.
What changes when the customer comes back
These numbers come from businesses that stopped talking to the customer the moment they paid.
The "how is my car doing" calls no longer reach the workshop. We have won back half a morning.
Network of 8 dealerships · LevantePatients no longer drop out halfway through treatment. Every session is reminded.
Physiotherapy centre · BilbaoWhat everybody asks
Five quick answers to get the doubts out of the way.
Start with yesterday's customer
Choose when and what to ask, and the follow-up runs itself.
The phone causes more trouble
If this one rings a bell, these three will too. Each is solved on its own.