If you run a business, you know that every detail is important. Whether you are trying to track sales, track customer preferences or keep your shelves stocked with inventory, it is critical that everyone looks and feels right to your patrons. Failing even a little bit to meet customer expectations could result in lost sales and poor press for some time to come.
Making the Sale Is Only the Beginning
When you make a sale, your job interacting with the customer is not over. If you sold food to someone, you want to make sure that it was the best tasting food possible. If you sold farm equipment to a customer, you want to make sure that it functioned properly and met the customer’s needs. This can be done by asking for customer feedback via a survey or an online forum. You may also want to reach out by mail or phone to ask how and if a product best served your customer.
How Do You Keep Track of the Entire Sales Process?
One way to keep track of the sales process is with customer case management systems (CMS). Such software can tell you whether a client has purchased a good or service from you before as well as whether the customer is in the process of making a purchasing decision or has made a purchase and needs to be followed up with. If your company has dozens or hundreds of customers, it can be difficult to remember who is where in the sales process unless you have software helping you out.
Why Is It So Important to Keep Tabs on Your Customers After the Sale?
Customers are people. They have feelings and emotions just like anyone else. Therefore, they may feel ignored or insulted if you don’t take the time to reach out to them after you have their money. Remember, your customers can provide you with a lot of great feedback if you take the time to ask them.
For instance, they may say that they liked the product but spent too much time getting their questions answered before the sale. They may also say that they liked the product but wanted it in blue instead of red or green. This can help you expand your product offerings as well as make it easier to meet both new and current customer needs in the future.
Any Data Is Good Data
While a customer mentioning that he or she likes the green version of your product as opposed to the blue or red may not seem like much now, it could come in handy later on. If you discover that most people hated the blue and red versions, you know not to spend money on it. Overall, a survey found that 71 percent of executives who responded said that getting such data was critical to their organization.
You also want to be aware of what is being said about your people. Those who are getting good feedback may be worth promoting while those who get negative feedback may need to be weeded out before their performance affects the bottom line. It is important to keep in mind that customer service can be a great equalizer if you charge more than the competition, which can help boost profits and revenues for your business.
If you are serious about your business, you will make sure that you know everything about it. Talking and listening to your customers will give you the data and insight needed to make your customers happy today and long into the future as they become more loyal to your brand.