Following Up with Customers and Leads

Following up with leads and customers is a key component in your marketing strategy. How do you know if your customers are satisfied with your work? YOU ASK!

This is not as easy as it seems. Small business owners are often too busy to handle this task on their own, but it can differentiate your business from your competition. A follow-up call, text or email from the company owner is a nice personal touch, but if you have an administrative assistant, it's something that person can do on your behalf.

Following up with customers and leads is crucial in determining their level of satisfaction, so you can take steps to resolve any issues that customer may have, and you can find out how to improve your customer service in general.

Following up with customers is not just for checking if they're satisfied with your work. Your customers are a valuable resource in cluing you in on what's going on with your subcontractors and employees, if your workers are showing up late, if your salespeople are too pushy, if your prices are too high, if your work needs improvement, etc.

There are many compelling reasons for keeping in touch with customers in general, including:

• To assess their need for additional products or services. People are busy, and sometimes they just need a gentle reminder or a nudge in the right direction.
• To offer discounts or specials.
• To remind them about important dates, such as annual inspections.
• To ask lost leads if they still have an interest in your services, or find out why they hired your competitor.
• Even if for no other reason, contacting a customer puts you in their mind. Following up with customers and leads shows them that you care, and they may be more likely to hire or recommend you simply because you took the time to contact them!

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