Always Follow Up and Follow Through

By Kevin Stirtz, Stirtz Group LLC

Amazing Customer Service Rule #41

Always follow up and follow through.

One of the biggest complaints people have is that they never hear back from sales or service employees. And we’ve all experienced it. Someone promises to do something and it never happens. So as a customer we’re left wondering and waiting. And it takes more of our time because we then have to follow up ourselves.

This should be the easiest part of serving our customers. But, we all know the devil is in the details. Often execution is the hardest part of our jobs. So find ways to be 100% certain you follow up on every commitment you make. Whether you use a fancy time management system, your company CRM or post-it notes on your computer screen.

As easy way to thrill your customers is to simply do what you say you will. Whatever you promise, do it promptly, thoroughly and accurately. Then do a little more. It “wows” them every time!

4.333335
Average: 4.3 (3 votes)
 

kstirtz's picture
Kevin Stirtz is the Amazing Service Guy, a customer service speaker and trainer who helps companies increase revenue and profits by delivering Amazing Service. Stirtz has been quoted in such major media as BusinessWeek, the Boston Globe, Smart Money and the Chicago Sun Times. Get a free copy of Stirtz's Amazing Service Toolkit.

All the Way

Is there any difference between follow up and follow through?

Daryl Choy
Make Little Things Count
wisdomboom.blogspot.com

Post new comment

The content of this field is kept private and will not be shown publicly.
 
  • Allowed HTML tags: <a> <br> <img> <em> <i> <b> <u> <hr><strong> <table> <tr> <td> <th><ul> <ol> <li> </li><font><blockquote><sup> <colspan> <rowspan>
  • Lines and paragraphs break automatically.
  • Web page addresses and e-mail addresses turn into links automatically.
  • You may quote other posts using [quote] tags.
  • Images can be added to this post.
  • You can use BBCode tags in the text, URLs will automatically be converted to links.

More information about formatting options

CAPTCHA
This question is for testing whether you are a human visitor and to prevent automated spam submissions.

MarketPlace

Customer Service as a Differentiator: The Road to Excellence at Overstock.com

Companies are beginning to realize they don’t have the option of ignoring the quality of their customer’s experiences. Overstock.com realized that customers want service that is excellent, regardless of which channel is used. But they had to overcome some serious obstacles on the road to excellence. Read their story.

New Research Report: Customer Experience Maturity Monitor

Discover the five levels of customer experience maturity, ranging from Limited Capability to Experiential Master. Find out where your company stands, and explore what it takes to move from the base level to the peak. Download free research report here.

Selling the "New Consumer" with Smart Conversations, Not Blind Automation

Learn how to engage your customers in a great cross-channel conversation that will set your company apart. CustomerThink founder/CEO Bob Thompson reveals his latest research on the multi-channel buying experience, and Lisa Abbott of Genesys explains how to solve cross-channel challenge.

Four Strategies to Shift Your Support Center from Surviving to Thriving

With an economic upturn on the horizon, it's time to focus on how to gain a sustainable competitive edge. In this webinar, contact center guru Bill Price reveals how to improve the customer experience, reduce operational costs and retain top technical talent.

TCE (Total Customer Experience) Model Building e-Workshop for Financial Services Providers

[August 27, 09:00-10:30 GMT] This program is designed to help Marketing, Sales and Service Executives of Financial Services Providers to build a TCE model to monitor, manage, and enhance the total customer experience across multiple channels and touch-points throughout the whole customer lifecycle.

Global Customer Experience Management Certification Program

[Sep. 30-Oct. 1, Paris] Learn cutting-edge CEM methods from a team of international gurus. This 2-day course applies CEM essentials, strategies and methodologies on Marketing, Sales and Services; provides a framework with relevant guiding principles and tools for designing the best experience to your customers.

Featured Links

CEM Training and Certification

Patent-pending methodologies combine the art and science of Customer Experience Management.

On-Demand CRM Software

Use RightNow solutions to create the best possible customer experience while reducing costs.

Get your event or resource listed in the MarketPlace, reaching 300,000 business leaders monthly.
For more information, contact CustomerThink advertising sales.