Master the Art of Customer Follow Up

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Position Your Ball For the Next Shot.

As with all relationships, transparency and clarity are central. True, these words are thrown about quite a bit these days but that does not diminish their relevance and importance in today’s business world. With transparency comes trust which is now more important than ever. These tenets are the building blocks of all relationships and can help to dispel feelings of fear, distrust and insecurity.

With transparency comes trust, which is now more important than ever.

So, why don’t we embrace transparency and clarity fully and utilise the honest foundations that they afford us? Are we embarrassed? Are we lazy? Are we not organised enough to act? Or are we afraid that we will be perceived as pushy, desperate or nagging? The psychological barriers are too many to mention but also too ridiculous to give credence to. We all strive to empower our clients through solution-based presentations yet sometimes we can leave them feeling distracted with the vague promise of future contact.

Whether you’re a seller, a buyer, provide services or products, give advice or take advice, whatever business you are in, we all have one thing in common – we are all trying to succeed. We want to grow, we want to take that next step, but we can’t take it alone. Business development and success go hand in hand with client growth and retention but how do we build our client base, how do we hook that new client post meeting?

You would never head in to a client meeting unprepared so why would you think it is acceptable to leave without a definitive follow up schedule? Clients deserve more, as do we. Nobody enjoys being left in limbo. The issue of the call back needs to be put to bed.

When do I call a client post meeting? Within hours? Days? To answer this, you must know your own schedule inside and out. This will allow you the flexibility to fit in with your client’s diary. How assured would a prospective client feel leaving a meeting knowing exactly when to expect your call? Feeling secure in the knowledge that you are confident enough to set a time in stone and cut out all ambiguity.

Know your own schedule inside and out.

What we propose is simple. It is what we all strive to ensure for our clients – clarity. Just step up to the plate and own the follow up.

  • Before ending that all important initial meeting set out your plan of action.
  • Write your own script and use it every time.
  • Assure your client that you will call them in exactly one week’s time. Put it in your diary while you are with them.
  • Encourage them to do the same.
  • Send an eVite.
  • Mention the importance of a well-timed email and assure them that no matter the outcome you will be in touch one week after your call with an email.

Not only have you positioned the ball for the next shot, but you have shown that you are confident and adept at the process. Prospective client or not, you will have made your mark and filled your schedule.

Just step up to the plate and own the follow up.

How do you follow up with your customers?

We hope the tips mentioned above will help you make better decisions. If you have any questions, drop us a quick email on

Article featured in Accountancy Ireland.

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