Always Follow Up and Follow Through

Posted by Kevin Stirtz on March 29, 2008

2 comments | 3410 reads

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!

Kevin Stirtz

Kevin Stirtz is a web marketing consultant. He uses SEO, social media and local search strategies and tools to help businesses attract and keep more customers. He is a Certified Inbound Marketing Professional and has written two books about marketing and customer loyalty. Kevin lives in the Twin Cities metro area of Minneapolis and St. Paul, MN.

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2 comments »

Daryl Choy

June 1, 2008

All the Way

Is there any difference between follow up and follow through?

Daryl Choy
Make Little Things Count
wisdomboom.blogspot.com

Linda K Thiergart

February 18, 2010

As a 20 year veteran in the

As a 20 year veteran in the customer service industry, I must say that this article holds true in every aspect of business! If you follow through - you will see an increase not only in satisfaction, but retention!

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