Follow up, follow through

In a customer service world, following up with clients is essential. Following through with the advice you said you were going to give, sending documents and papers you said you were going to send - when you said you were going to send them.

I'm sure we've all been on the other side of this equation. We're waiting for something to arrive, days, sometimes weeks go by and the item / information doesn't  arrive. So you chase them, and whilst they are apologetic you know their mind is elsewhere and you know for a fact that you won't get what you want.

So what happens then? Well depending on what it is you are after, you might be tempted to go without or go elsewhere.

Now turn it back around. Are you as conscientious as you could or should be with regards to the promises you make and the things you say you are going to send? Or is there definitely room for improvement? If you find that your customers are going elsewhere, then it is time to ask yourself some questions:

Are you promising things but failing to deliver?
Are you answering calls promptly and politely?
Are you failing to answer emails?
Are you ready to go out of business?

Because if your customers are going elsewhere, you can almost guarantee that they will tell everyone they know how bad you are, and word of mouth being the best form of advertising there is, will follow.

Of course the opposite is also true, so if you are serious about the business you are in, and no matter what job you do, or what stage of life you are at, we are all in the business of ourselves....ask - am I being the best advertisement for "me" and my services that I can be, or should I check my strategies for following up and following through?

(MMW1)
 
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