When people know that you help small businesses and you’ve had a newspaper column since 2007, everyone who has a bad (or even mildly annoying) experience at a business wants to tell you about their latest adventure in commerce.
Sometimes I hear about situations that really aren’t the fault of the business. Other times, the stories I hear make me wonder what the business owner(s), or their staff, is thinking. Of course, there are always two sides to any conflict, including the parts you never hear from either side.
Conflict isn’t number one
While you might think disagreements and conflicts are the number one think I hear about, that isn’t the case. Today’s topic isn’t really about conflict, but it can easily become a source of conflict if the affliction goes untreated.
The affliction? No follow up. Insufficient follow up often feels like no follow up. Prospects call or email and want to order something. Their call or email goes unanswered. They get frustrated. They call someone else in your market. You not only lose the sale, but you probably lose the possibility of ever having that person as a client.
Recently, I heard a story from someone who wanted to buy an item, called several vendors in that market, failed to get any follow up action or contacts by anyone in the market, then called a nationwide retailer with a local presence and didn’t even hear back from them. When they contacted the retailer, the retailer’s staff couldn’t provide any information about when the item would show up, much less if it was on its way. At this point, months have gone by without any progress, despite involving several vendors.
So, on a $500+ purchase, multiple vendors in the same market appear to be unwilling to do the work to close the sale. Normally, this situation would make me a bit suspicious of the would-be purchaser’s mood, but in this case, I know them well enough that this isn’t about the person wanting to buy.
Follow up. That’s all.
While this is a pretty unusual situation, the key for all of this is follow up. Return calls, emails, etc are a necessity to close a sale and keep a client. So why would vendors who routinely sell a $500-3000 item fail to do that? I can’t explain it. What I can do is tell you that this isn’t unusual. Lots of businesses fail to follow up enough, or fail to follow up at all.
Solo entrepreneurs fail to do it. Small companies fail to do it. Medium sized companies fail to do it. Large companies fail to do it. I can’t explain why, but I can tell you it is the number one source of frustration of the people I talk to. I hear it about salespeople, order departments, support and customer service as well as repair and service people.
Communicate. It’s that simple. It’s not a sign of weakness. It’s a sign you care about your business, much less about your clientele and their needs. It’s an incredibly easy and inexpensive way to make a client stick around and develop a loyalty to your business that’s incredibly hard to break. Think of it as an almost impregnable fence that your competition can’t get past to gain access to your customers. It’s not expensive or complicated.
Why doesn’t follow up happen?
Follow up doesn’t fail to happen because the business owner or their staff don’t want to take care of their clientele. Most of them do care. Sometimes it isn’t obvious that follow up isn’t happening, or the owners and staff don’t realize that some of the most important follow up is letting their clients know what’s going on even when nothing has changed.
The most common reason that follow up doesn’t happen is that there’s no system to manage it. Without a system to make sure it happens, today’s daily chaos takes over and those follow up tasks are soon forgotten.
When I say “system”, I mean a mechanism that makes sure that you follow up with clients, whether or not the system consists of paper, technology or something else.
The key is that you put together something that you and the staff will actually use because “I need to remember to call Joe” isn’t a system for anything other than disappointing Joe.