What Happens After the Sale
You’ve spent weeks, perhaps months getting your new product ‘just right.’ You’ve spent countless hours developing and implementing your marketing plan to get the word out. Your army of affiliates are lined up and ready to go.
The countdown to your launch date has begun and when that day finally arrives, you are excited as a kid on Christmas Eve!
Over those next several weeks and months, you’ve established yourself as the expert and your business is growing at a rate that is manageable and what makes sense.
Your new customers and your existing customers trust your word and your expertise.
So, now what happens? What happens after the sale?
Most business owners move on to getting ready for the next promotion.
Do not make this mistake.
Before moving on to the next promotion, you absolutely have to make sure you thank those customers who purchased your latest product.
“But, my customers already receive an email thank you after they checkout”.
That’s all well and good, yet it’s not enough. Ask yourself how many emails you get on any given day. Then, ask yourself how many of those do you read and how them sound sincere and genuine.
I’m guessing probably very few.
Your customers are your bread and butter. If you do not let them know that you truly appreciate the time and money they spend with you, do you think they will be long term, loyal customers?
Most likely, they won’t.
And what about your affiliates and business partners who helped you get this product launched and promoted? How did you thank them? Or did you?
Send them all a real, personalized thank you card in the mail. Yes, the snail mail, sent by the US Postal Service.
You will be amazed at the difference it makes in your business. When you send people messages of true appreciation, something in the mail that they can touch and feel that will arrive in their mailbox by their curb, you are not just another website url any more.
You have then created a connection that very few businesses strive for and one that will help you stand above your competition.
Categories: Customer Appreciation
Nov 6th, 2008 at 6:33 pm
great info, i am about to close out a project and i will send a hand written thank you to my customer.
jim´s last blog post..Tuesday Nov. 4 I did not vote today…….
Nov 6th, 2008 at 8:55 pm
Thank you, Jim and thanks for taking the time to comment. I truly appreciate and am glad you find it helpful.
It certainly gives us something to think about, doesn’t it? Regardless of the industry we are in, we need to take the time to appreciate our customers.
Nov 7th, 2008 at 1:10 pm
….and you take time to make sure all the customer service bases are covered. If you don’t take care of customers after they buy, regardless of whether or not you surprise them with a personal “Thank you,” you risk losing the longterm relationship to to the flash of the rollout. They walk away feeling exploited.
At least that has by my observations. Thanks for the article and the opportunity to comment.
Nov 7th, 2008 at 6:34 pm
And what happens after the thank you note?
Current customers, and especially best customers, are the life blood of any business. This is especially true during a recession. Keeping best customers contributes value in five ways:
1) The ongoing revenue from repeat purchases;
2) They are less expensive to service;
3) They are more likely to pay full price;
4) They are more likely to take a cross- or up-sell offer, and
5) They are more likely to become advocates.
All this starts, as you say, by saying thank you but it doesn’t end there. Treat them well and you will proper.
James´s last blog post..Warning - Art Direction Run Amok
Nov 7th, 2008 at 10:09 pm
Hi Robyn,
Yes, absolutely! Customer service and customer appreciation go hand in hand and are an integral part of the entire process.
Nov 7th, 2008 at 10:10 pm
James,
Great tips! Our customers have to hear from us all year long, not just when they buy something from us.
Nov 9th, 2008 at 8:18 pm
This is the critical step that so many business owners don’t know, forget or skip altogether thinking it is unimportant; then sit and wonder why they are always looking for NEW customers because their repeat business is slim to non.
The proper follow-though/follow-up is CRUCIAL to any business, product or service.
Great article Patty.
Dennis Edell´s last blog post..Do You Have Good Follow-Through?
Nov 10th, 2008 at 11:51 am
As always, Dennis, thank you for your thoughts!