Most of us have a good idea how to follow up with people we have just met, but do you have a system in place for following up with those that already support you by purchasing your products and services? Equally important if not more so, are the steps we take to keep our companies top of mind with our clients. Not only will it solidify a relationship, you will also find out about any problems they are having before the problem gets out of hand and when you can do the most good. Not to mention you are much more likely to benefit from ongoing referrals when you follow up on a regular basis.
Here’s a simple “letter-writing /communications system” to keep those precious clients in your business life:
The letter can be a “how are you doing,” letter.
A “how are WE doing letter” to find out how you are measuring up to the clients expectations.
A letter listing other services you provide; many times clients use us for one thing not having any idea how many other services we offer.
A letter asking what other services they need that you may not have thought of but could offer.
A letter updating them on happenings in your company.
A letter with “changes in the industy” that might affect them or the services you provide.
A letter with a special offer, such as a thank you for your business, here’s a special we are having for our preferred clients.
A letter requesting referrals/ endorsements/ testimonials (this letter can be combined with one or more of the above).
A letter asking what other services they need that you may not have thought of but could offer.
Birthday/milestone letters, cards and postcards are also great to celebrate an annual event such as their birthday or the birthday of one of their family members or an anniversary. And really any letter of congratulations is great acknowledgement that you know what is going on in the lives of your clients and customers.
Other follow up strategies:
Pick up the phone and just ask how the client is doing? Don’t sell just say “Hi!”
BTW, if you are invoicing clients for work done, it is perfectly acceptable to include the letters in your invoices. The only exception would be the Birthday or milestone letter. Send that separately.
If a customer/client stops using your services, that is perhaps the most critical time to follow up. Send them a letter telling them you are sorry to see them go (provided you are) and hope that if their circumstances change they will consider your company for their needs in the future. If you do not know why they left, a phone call with a follow up letter is not only common courtesy, it can sometimes repair any damages done and even get the customer back! Never burn bridges! Consider keeping them on your mailing list to send something once a year or more.
June 28th is also
Please Take My Children to Work Day
Also on this date in history:
In 1762 the first reported counterfeiting attempt was made in Boston, MA
In 1859 the first dog show was held in Newcastle-on-Tyne, England
In 1894 Labor Day became an official US holiday.
In 1917 The Raggedy Ann doll was invented
In 1938 A 450 metric ton meteorite struck the earth in a empty field near Chicora, Pennsylvania
National Prevention of Eye Injuries Week begins today (June 28-July 5)
While you are thinking about ways to promote your business, check out Quirky Marketing Calendar ~ How to Use Zany and Non-traditional Holidays to Promote Your Business 365 Days a Year for More great marketing ideas.
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