1. Chapter 13 Follow-Up: The Power of Providing Service That Sells

2. Video Ride-Along
The video Follow-up features Rachel Gordon, Account Manager at WMGK Radio
She discusses the importance of handwritten thank-you notes and other elements that are important to making the sale repeatedly
To view the video,
Lisa Peskin:

3. Chapter Objectives
Understand what follow-up entails and why it is so important.
Discuss the ongoing nature of follow-up.
Understand how customer satisfaction relates to customer loyalty.

4. What is Follow-Up?
Follow-up entails everything that takes place after the sale is closed from getting signatures on all contracts and paperwork to scheduling delivery
Relationship is the key factor in follow-up
Follow-up activities vary from company to company and customer to customer

5. Why Follow Up? Follow-up makes a relationship grow and prosper
Follow-up is how most customers evaluate the performance of the product or service they just bought
The best way to make the sale is by the way you handle things after the sale
Even after the sale is closed, never consider it as closed

6. Plan Your Follow-Up
Demonstrate your personal commitment and connection to the customer
Deliver as promised
Add value to your customer’s business
Get feedback
Make your customers into fans

7. Heroic Recovery
It is the response to a service failure that delights the customer
It can improve a customer’s perception of the quality of service provided by a salesperson
It partially includes taking care of the customer—whatever it takes to make the impact of the service failure right for the customer

8. Heroic Recovery
Companies and salespeople should view heroic recovery efforts as an investment in customer service perceptions and not as a cost
Although, a constant state of heroic recovery is unacceptable to a customer
Personal Example: John G. Stockmyer Books:
Customer: Sharon Gaskill (read )

9. Zappos Gets It
The video Zappos CEO Speaks at Net Promoter® Conference features Tony Hsieh, CEO Zappos
He discusses why Zappos is a fan favorite
To view the video,

10. Gathering Information (Feedback Loop)
It is good to know how satisfied your customers are with your products/services/salespeople, etc.
Many ways to measure
Net Promoter is the new hot thing.