Always follow up and follow through
March 4, 2008
by Kevin Stirtz
Amazing Customer Service Rule #41
Always follow up and follow through.
One of the biggest complaints people have is they never hear back from sales or service employees. And we’ve all experienced it. Someone promises to do something and it never happens. So, as a customer we’re left wondering and waiting. And it takes more of our time because we then have to follow-up ourselves.
This should be the easiest part of serving our customers. But, we all know the devil is in the details. Often execution is the hardest part of our jobs. So, find ways to be 100% certain you follow up on every commitment you make. Whether you use a fancy time management system, your company CRM or post-it notes on your computer screen.
As easy way to thrill your customer is to simply do what you say you will. Whatever you promise, do it promptly, thoroughly and accurately. Then do a little more. It “wows” them every time!
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Kevin Stirtz is the Amazing Service Guy. He helps companies increase revenue and profits by delivering Amazing service to every customer every time with no exceptions. Kevin has been interviewed by SmartMoney, BusinessWeek, the Boston Globe, Chicago Sun-Times and other major media. Get a free copy of his Amazing Service Toolkit here.
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