I recently attended a Nicky Joy seminar. What a powerful speaker! Nicky had a phrase that was extremely relevant. "Follow-Up is your first customer service test."
How true! So many sales executives have trouble following up after a motivated buyer has graced their doorstep. With that being the case, one can only assume that all of those internet and phone leads are not getting the royal treatment they deserve.
Buyers are more than a little reluctant right now to walk through that door considering the economic climate. But they are still shopping! Add that to an already busy schedule full of soccer games, dance recitals and limited family time and it becomes obvious why doing their initial research on the web has become so prevalent. Your new customers are using the internet to shop, research, compare and narrow down their choices. Ultimately, they use the process of elimination to narrow down their selection to an average of 2-3 builders or homes. Then, they'll probably reach out to you digitally and ask those final comparison questions.
It is at this critical moment that you have an opportunity to gain-or lose-a customer. You are being tested. How you follow-up is setting the standard for both you and your company. Do you follow-up immediately? Do you follow-up professionally? Do you follow-up with a friendly and assisting tone? Consider these questions and then ask yourself if you would pass or fail the follow-up test.
I know that managing your current clients as well as new leads is time consuming. But I guarantee, that if you respond in a timely, friendly and consistent fashion, you will pass the customer service test and convert more of those internet shoppers into satisfied customers.
what is your average follow-up response time to that first lead?