SALESFUEL TODAY

This Step Influences 88% of Future Sales

by | 2 minute read

After clos­ing a sale, you may be tempt­ed to just sit back and relax after a job well done. The thing is, you’re not done yet, and you won’t be until your sales rela­tion­ship with that client ends.

When sales­peo­ple over­look the cus­tomer ser­vice por­tion of their sales process, it can cost them 88% of future prospec­tive sales, says Thomas Moroney, writ­ing for Cus­tomer Think. How? Well, it’s high­ly like­ly that if one of your clients is unsat­is­fied with your cus­tomer ser­vice and they don’t feel heard, they’ll turn to social media or oth­er review sites. There, even if you take action on a bad review; the client will still get the sat­is­fac­tion of know­ing every­one else in the world can see it. And 88% of peo­ple base their buy­ing deci­sions on cus­tomer ser­vice reviews they see online.

You need to pre­vent bad reviews, and that means fol­low­ing a few steps, says Moroney.

Don’t Overreach

Now, the 88% sta­tis­tic may scare some sales­peo­ple into reach­ing out to their cus­tomers far too often in an attempt to seem avail­able. If you’re con­stant­ly reach­ing out with noth­ing to say except, “Just check­ing in!”, your prospects will like­ly con­sid­er your email to be spam and get annoyed as these mes­sages fill their inbox­es and answer­ing machines. Any reli­a­bil­i­ty you’re try­ing to show­case is going to be over­shad­owed by those neg­a­tive feel­ings. So, don’t reach out unless you have some use­ful infor­ma­tion to give your clients. Oth­er­wise, just be recep­tive and respond to their out­reach in a time­ly man­ner and they’ll know you’ll be there to help when they need you.

Personalize

Your clients may have sim­i­lar busi­ness needs, but that doesn’t mean that they’re the same in every way. Some may be more intro­vert­ed and pre­fer cor­re­spond­ing via email while oth­ers pre­fer talk­ing on the phone. There are clients who will reach out to you at the slight­est incon­ve­nience and some who won’t give you any feed­back unless they’re asked to fill out a sur­vey. You need to get to know your clients on a more per­son­al lev­el and cre­ate their indi­vid­ual cus­tomer ser­vice plans accord­ing­ly.

Rachel Cagle

Rachel Cagle

Rachel is a Research Ana­lyst, spe­cial­iz­ing in audi­ence intel­li­gence, at Sales­Fu­el. She also helps to main­tain the major accounts and co-op intel­li­gence data­bas­es. As the hold­er of a Bach­e­lors degree in Eng­lish from The Ohio State Uni­ver­si­ty, Rachel helps the rest of the Sales­Fu­el team with their writ­ing needs.