Follow Up

Quick reference

• 00:04 Hi, welcome back.
• 00:06 So in this video we are continuing to look at solutions.
• 00:10 Your job as a customer service representative or
• 00:12 team member is to provide solutions for your clients.
• 00:16 So, the next thing to really make sure that
• 00:19 your solutions are the best they can be Is you need to follow up.
• 00:24 Follow up is big!
• 00:26 So you can follow up if you're in retail, for example.
• 00:28 You can follow up at the location.
• 00:30 How do you do that?
• 00:31 Well, you can do it verbally.
• 00:33 You can use a comment card.
• 00:35 You can give them a complementary product or service, right?
• 00:39 You can give them an upgrade.
• 00:40 So you can ask them something like, for example Is there anything else I can do or
• 00:45 have done to make this an even better customer experience for you?
• 00:48 Again, could be a scary question depending on the business you work for, right?
• 00:53 But why is it important to know that while they're at the location?
• 00:57 Because while they're at the location you can do something about it.
• 01:01 Because remember, 96% of your unhappy customers,
• 01:04 are not even going to tell you they are unhappy.
• 01:07 And 91% of them just won't come back.
• 01:10 So, you want to make sure you ask them, is there anything I can do,
• 01:13 or could have done, to make this even a better customer experience for you, okay?
• 01:18 So you wanna do that at the location.
• 01:20 The second way to do that, to follow up, is on the phone, right?
• 01:24 So you can send them a survey,
• 01:26 you can give them a free gift, you can give them a customer care call.
• 01:32 These are my favorites.
• 01:34 So, I rented from a big rental car company and
• 01:37 this company is amazing with customer service.
• 01:40 So that's why I use them.
• 01:42 So, I remember I rented a car and it was a pretty typical rental.
• 01:47 And I gave them the keys, I go back and I think it was that night.
• 01:52 I get a phone call and somebody says, yes, Is this Mr.
• 01:55 Brownley and I say yeah, this is Mr. Brownley.
• 01:57 This is such in such rental car company calling and my first thing was hey.
• 02:02 It wasn't me.
• 02:03 That scratch was already there.
• 02:04 I'm a great driver.
• 02:05 It has nothing to do with me.
• 02:07 And then all they said was we just wanted to make sure that your rental went well.
• 02:11 How would you rate the service?
• 02:14 I was like wow.
• 02:16 It was great. They said everything went
• 02:17 well with the rental?
• 02:19 Yeah, everything was great with the rental.
• 02:22 I was ecstatic.
• 02:24 How would you feel if you made a purchase or got some sort of service and
• 02:28 they just called you that night just to make sure everything was great.
• 02:31 That's a customer care call.
• 02:33 That's showing your client that they're special.
• 02:36 That's giving them significance and
• 02:38 letting them know that they're being cared for, okay.
• 02:41 And on the phone, you might even ask them, is there anything else I can do for
• 02:44 you, right?
• 02:45 Sometimes they may have forgotten to do something or
• 02:48 there's just something else but just offering that is showing the effort and
• 02:52 that goes such a long way in that relationship.
• 02:57 So next, email or mail is a great way to follow up.
• 03:03 So you can again send a survey or even a thank you card with a coupon or
• 03:07 something, right?
• 03:08 Because what do we get in a mail nowadays?
• 03:11 We get bills.
• 03:13 We get junk mail.
• 03:15 Right?
• 03:16 It's a very unused space cuz there used to be a lot marketing there but
• 03:20 now it's mostly email.
• 03:22 So mail is a great way to follow up with you customers.
• 03:25 Remember when you were a kid and you would get that, it would be your birthday or
• 03:29 something, or maybe a holiday, and your grandparents or your aunt or
• 03:34 your uncle or your good friend, they would send you what?
• 03:38 They would send you a card in the mail.
• 03:40 You would open up the card and if it's your birthday there might even be some
• 03:43 money in there and you're like, woo hoo.
• 03:45 Right you get that feeling.
• 03:47 Same thing with your clients what if you wrote them a personal
• 03:50 thank you card just for being a client, give them a coupon or a discount.
• 03:53 How would they feel?
• 03:56 It goes a long way.
• 03:58 Try it, it's a great way to follow up with your customers to continue to build that
• 04:02 customer relationship so you get that loyalty so
• 04:05 they'll never wanna leave you, okay?
• 04:07 And next, you might ask them on a scale from one to ten, how did we do?
• 04:13 Even if they give you a nine you would ask them what
• 04:16 would have made it a ten for you?
• 04:19 Right, what would have made it a ten?
• 04:20 So now you're getting just that extra excellence there and
• 04:24 that's where the magic happens.
• 04:26 Okay, so take that feedback and here's the key.
• 04:29 When you get the feedback do something about it.
• 04:33 When you get the feedback you have to make it right, okay?
• 04:37 So you wanna follow-up, you can follow-up at the location, right, verbally or
• 04:41 with a comment card, or complementary product or service upgrade.
• 04:44 And you might say, is there anything else I could have done,
• 04:48 to make this even a better customer experience for you?
• 04:51 On the phone, send them a survey, free gift, customer care call.
• 04:55 Is there anything else I can do for you?
• 04:57 And email or mail, send them a survey, send them a thank you card with a coupon.
• 05:01 And ask them on a scale from one to ten how do we do?
• 05:05 What would have made it a ten?
• 05:07 And, with the surveys, by the way, I hate those big, long surveys, don't you?
• 05:11 You're like, I had some great service and then you click to go do a survey and
• 05:15 it's gonna take you 20 minutes.
• 05:16 Just a one question or three questions.
• 05:19 My favorite question is, hey if you had a customer service training company,
• 05:23 would you have hired this person to work?
• 05:26 Or a customer service company, would you hire this person to work for you?
• 05:30 One question, yes or no, right?
• 05:33 Or that question, on a scale from one to ten, how did we do?
• 05:35 What would have made it a ten?
• 05:38 Super simple for them to share their thoughts with you.
• 05:41 Okay?
• 05:42 All right, I'm gonna see you guys on the next video.

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