Four ways that follow up keeps your customers loyal.
For material handling dealers, whether you just sealed the deal with a long-time customer or are headed to a lunch and learn with a new customer, you know how important following up with them is. But follow-up is even more crucial when safety concerns come into play. There are also several benefits to following up with your customers, which will not only earn you more in the long run, but also help you know more about their needs with every interaction. Here are four ways that follow up can keep your warehouse and material handling customers loyal and earn you a stellar reputation.
It keeps communication open
Did your customer seem more than thrilled when they installed their new pallet rack safety solutions? How can you keep it that way? You can do so by checking in — by email, text, a phone call, or in-person — however your material handling customers respond best. You don’t want to come across as bothersome when your intent is to make sure everything is running smoothly. Checking in with your clients will also allow them to ask any follow-up questions. They may even want to buy more products from you, and you’re saving them a step by contacting them first.
It gives your customers peace of mind
Even though you know it’s a best business practice for sales to always follow-up, it also gives your end users peace of mind. Showing that the line of communication is open between the two of you, if, fingers crossed, they have some sort of issue; they know that you’re reliable. Genuinely showing interest in your end user’s success will also establish a strong foundation of trust between the two of you. It’s likely that your customers also talk to others in their industry, either at other locations of their business or at conferences, and they can recommend you. If your material handling customers are truly happy, there’s no telling who else they’ll connect you to.
You can gain valuable feedback
In the business world, those who get ahead are usually those who have received some sort of criticism. Not everyone gets it right every time, and often, learning experiences are necessary for growth. That being said, you should welcome feedback from your customers. This feedback can be about anything at all, and you may choose to make some suggestions. Did they feel well-informed from your demo? Are they happy with the products they chose? Is there anything else they think you should know? Leave the conversation open-ended, and to that end, try to be open-minded. It’s likely that your customer will have plenty of great things to say, too.
If your customer has negative feedback, see how you can rectify the situation. If nothing can be done — don’t worry. The right customers will stick by you, and for any that leave, it may be something totally beyond your control. As long as you aim for the best practices for things you can control, you’ll always be successful.
Turns customers into returning customers
Reaching out to your customers after you close a deal is probably something you do already. Some people are used to never hearing from businesses again, much less having them go above and beyond and reach out on their own accord to see if they have further questions or need additional information about a product. Your customers are far more likely to call you up the next time they’re in the market for a warehouse safety solution if they see you as someone who’s easy to connect with. Following up is really a simple thing, but the impacts can be enormous.