According to statistics of U.S. companies in 2016, 2 out of every 3 companies failed to effectively follow up.
We've also been guilty of failing to follow up effectively for about 14 years and only recently have made the conscience effort to flip that. Our business has been built on relationships with our clients for over 15 years and only recently found clarity in that realization.
Our clients have told us that they love our products and that we are swift and efficient in our operations along with outstanding customer service. All the kind and generous words glazed over a critical step and blinded us from this huge gap of proper client follow-up.
So here as some of the excuses or stories that we've created to prevent us from following up properly (maybe some of you can relate):
"I don't have time, I have a business to run."
"They're happy, they're always returning."
"I'm too busy trying to get new clients."
"I don't want to bother the client, they're probably busy."
and here are the realizations that we've recently encountered by engaging more often:
It costs 6 to 7 times more to acquire a new client than retaining an existing client.
"If we don't have time to follow-up then we don't have a running business."
"The clients are returning but how happy are they and how frequently are they returning?"
"The client may be busy but it never hurts to send a text message or email to follow up and see how they are doing"
So with this change in mindset and action, what has happened with our business this year:
- Client Engagement has increased.
- Order frequency has increased.
- Built stronger relationships with clients and received feedback to better our products and services.
- Our clients have left raving reviews and referred other clients.
Schedule some time today to reach out to your existing clients. Ask how they are doing and what you can improve upon to make their experience better.
We look forward to hearing the amazing results!
Thank you taking time out of your busy schedule and letting us share some insight. We look forward to serving you again.
Joyce Hargrave 12/16/2018