Many business owners focus on reeling in customers, and doing the work. But what happens after you provide a service? What type of follow up do you do? Most business owners probably think that their customers will come back if they are happy with the service. True but having a great follow-up might increase the odd or even generate referrals.
Bad Experience → So I finally decided to get another computer as my current Mac was over 10 years old. I decided to try a refurbished one since I was told they were more durable and had a few questions. So called and was asked if I wanted to signup for a small business membership which doesn’t cost anything but would give me a dedicated person I could talk to if I had any issues. I said sure and signed up. A few days later I had another question and called my dedicated rep and got his voice mail. I left a message and a few minutes later I got a call from someone else who couldn’t really help me. So I was left to do research on the interwebs. NOT COOL!
Good Experience → About a year ago, I had come back from vacation with sharp stomach pains. I hardly get sick and was concerned. I called on Thursday morning to make an appointment with my doctor but couldn’t get in until after the weekend. So I decided to go to an urgent care type clinic. I was a bit nervous because these places generally have mixed reviews. I went in as a walkin and had to wait maybe 10 minutes. The care provider put me at ease with a little humor as we went over the x-ray. She said it was nothing major - just a build up of air in the digestive tract. She gave me a prescription, a diet to follow for a few days, asked me if I had any questions and sent me on my way. I was a bit skeptical but I followed her advice and was feeling better after a couple of days. Just as I was reflecting on my experience, I got a call that followed up to see how I was feeling. Wow! I don’t recall my regular physician ever following up with me after I went in for something more serious. I will continue to go here for any minor issues in the future.
A post serivce followup should be simple, personal and easy for you a small buisness to give. A month after I moved in I remember my realtor called to ask how I like my place. My coach checks in every month or so when he doesn't hear from me. A follow-up doesn't have to be business only related. My dentist, sends me a birthday greeting by email. What's important is that you stay top of mind should they need to any help in the future.