Follow Up is a subject within itself. I know how to capture leads and make a good first impression, but follow up is the next hurdle that I have to conquer to convert the leads and build a course to complete the deal. How many times have I said, 'oh man I forgot to ______ with her today?' For many follow up is tough for several reasons:
- Follow Up requires good organization. I've got the data - I wrote down his name, phone number and email on one of business cards - and I gave him one of my business cards. Or I captured all of their information in my Blackberry contacts. Now I need to put that data a place where I put all of leads and set a time in the future to go back to that data and talk to that lead. It needs a single place for me to go.
- Follow Up requires discipline. Everyday I have to go to the place where I have my lead data and see who requires contact today. Who did I tell 'I will give you a call in a day or two' and are on my calendar today for the call? Who did I miss yesterday that needs a call? I must have the discipline (drive, determination, focus) to make the calls, send the text, send the email or whatever communication on a daily basis.
- Follow Up requires a systematic approach. I must have a good system that enhances my organizational skills. A good system will allow me to enter cusomter/lead data, calendar date and time for follow up, and make notations for future refence. A good system is also friendly enough that anyone can pick up where you left off and keep the ball rolling.
- Follow Up requires setting realistic expectations. You tell a lead, 'I'll give you a call tomorrow around 3 o'clock. You forgot about the 3PM meeting the next day. As soon as you recall, give that lead a call, apologize and ask for a different appointment time. Now the expectation is reset and you are both back on the same page. I make it my aim to under promise and over deliver in order above and beyond expectations.
With the right discipline, organization, systems, and realistic expectations follow up can be done effectively and efficiently and yield profit. Clients tend to be happier with an agent who is good at follow up. Reputations are built on how well a professional performs follow up. So just bang it out every day, and when you make a mistake, miss a date, or have not called in a while, take a moment to apologize, and reset. That moment of sincerity has helped me tremendously over the years.
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