June 24th 2009 03:53 am
Business Service, Please
How long does it take for a customer to forget you?
The 90-day test
Statistics report that it takes 90 days to break a habit such as smoking or biting your nails. Well, what do you know, it also takes 90 days for a customer to forget you. Never mind how long it took to build the relationship, or how great your service was, if you don’t make a note to follow up – even if it’s just a courtesy call, a newsletter or a card – you’re gone and forgotten in just three months. Your product will be lost in an out-of-reach corner of the shop.
So all those leads you followed up on or sales you closed in February need to be serviced at the end of May. Companies spend a fortune sourcing new clients when, very often, all they need to do is just look after their existing clients.
Business ethics
A matter of manners
- Millions of rands of potential income is lost daily because of bad business ethics and – quite simply – bad manners.
- People don’t return calls.
- They don’t turn up for appointments.
- They leave telephone messages that are garbled and nonsensical.
- They don’t follow through on their promises, such as quotations.
- They charge too much!
Do yourself a favour…
- Make sure you return all calls.
- Speak clearly, both on the phone and in person.
- Follow up on all leads.
Don’t give up if someone doesn’t return your call. I receive may calls where I can’t hear the name or the number is distorted. People also forget, and some are just too busy. Most of the people with whom I do business are persistent.
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