I was in a local restaurant last week, and there was a really loud group of guys sitting in the booth behind where I was. They were having a very animated discussion on the current U.S. recession and how it has affected small businesses in the state of Maine. I couldn’t help but overhear them, and they all seemed very knowledgeable.
One of the guys said something like this (can’t remember the exact words but this is very close):
Before this recession, I would give someone business, and they would say “Thanks” and shuffle me out the door. It was on to the next customer. But now, I’ve noticed that people are very thankful for the business I give them and they are showering me with appreciation. They are even following up with me later on.
If you have been reading this blog for a while, you know that a lot of the posts I write come from little experiences like this. You can only imagine how excited I was when I overheard this! I pretty much lost interest in my burger and fries.
This guy made a very good point. Being there after the sale is just as important as anything else in the sales process.
As internet entrepreneurs, we have it easy. Following up with a customer takes only a minute.
- Send a quick DM or @reply to your customer/client on Twitter asking them how they are doing.
- Shoot them a quick email.
- Set up an email autoresponder offering something like free updates on product developments, and send scheduled ‘check-in’ emails.
You can be the only employee in your online business, but still make it seem like you have an entire staff dedicated to customer service. And it can be done in just a few minutes daily.
The small stuff counts, and people notice it.
Just something to think about.
A Quick Note: On Wednesday I will be showing y’all the business I’ve been working on recently. I just have a few small things to take care of, and it will be up and running.
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{ 4 comments… read them below or add one }
Hi Nate,
Good observation here. People get greedy. When money comes easy, it is “Next!” When times are tough, people remember that service really does matter. I think the recession was needed. People in my home town of Calgary, Canada got crazy with all the oil money. Everyone was quitting for higher paid work. Companies couldn’t find workers to even bother showing up on time. It really was crazy.
I am glad to finally see some sanity again. I just wish that customer service levels could improve.
Hey John, that’s quite a situation you had in Calgary, sounds like quite a crazy time to me!
And I wish that customer service would improve too, everywhere. Since I took a customer service class in college, my view of it has been very different. I realize that 99% of the stores I go into are terrible in this area. It’s quite frustrating.
Thanks for the comment.
Hey Nate,
I’ve noticed the exact same thing in business… people are so much more grateful for customers. Your observation is too true about after the sale being important also… so many people focus on the close, and nothing after.
I think it shows the difference between a good business person and a great one as to their values on how they deal with customers after the sale.
I’m interested to see the business you have been working on!!
:)
Karen
Hey Karen, thanks for the comment. I like how you say the difference between a good business person and a great one come down to values. That really is it. Values.
And I’ll be posting about my new business tomorrow sometime :-)