I was going through my files and found this article which I wrote a long time ago. It still applies today. If you provide big-dollar services or products I firmly believe a phone call is a must to build know, like and trust, which keeps customers coming back and helps with referrals.
These days, you can email the customer to follow up. You are collecting your customers’ contact information to build your contact database, aren’t you?
A contact should be made with a customer within 72 hours after a purchase is made. People get buyers remorse especially with larger purchases. You need to thank them for their business. Your letter or email should also resell them on the value of your business. (USP) I will talk about USP in another article(s).
You should also reassure them that they were smart to buy from you.
Many years ago I sold cookware and china door to door and at state and county fairs. Yes, it was a tough business, but as Zig Ziglar says you can make a lot of money helping other people get what they want. Anyhow after every sale I did three things.
- I told the customer that when she woke up tomorrow, the first thing she would think about was canceling that cookware and china order. I told her it happens to everybody because you start thinking about the money instead of why you bought the product, and I would go over the benefits or why she bought the products. I also told her that the worst thing she could do was cancel her dreams.
- Next I gave her a small china coaster that matched her china pattern. I told her to put it were she will always see it until hers arrived to help her remember all the beautiful dinners she was going to have.
- Then when I went to my car I wrote a thank you note and dropped it in the mail box that night. She would get that with in 24 to 48 hours. If she was thinking of canceling that stopped that thought process.
Your constant contact with your customers keeps your business in what is called top of mind awareness. It programs your customers to revisit and repurchase.