Even though we all feel like we understand the art of customer service a good deal fall short in the follow through. If we were playing a round of golf and stopped our swing just after impact with the ball that game may break a record for most swings in a round of golf. A record I hold and best every time I play. When asked if I play golf I have one reply. Only for comic relief!
No I am not a golfer, but most everyone has played baseball or softball at some point in there life. Same principle applies here as well. If we imagine playing either game and we used a glass ball, would you swing as hard? Most likely not, most would close their eyes and swing gingerly fearing in moment of impact.
Why do we react the same way when it comes to customer service? The customer isn't going to explode when we contact them. A phone call, an e-mail or stopping by to see them is a wonderful follow through that drives the hit so much farther and makes a great impact with the your customer.
Some days we may not be at our best or having our best game, but in today's world of e-mail we can still drive the ball a great distance with a quick e-mail touching base with them. Notice the sports reference we use normally in conversations like this? "Touching base", as in "make sure you touch the bases as you run around the field". Cover all your bases is another reference we use that has a sports feel to it. Over the years we have linked business with sports, but it all starts to you getting up to bat.
You can't be a success if you have no follow through on your swing in sports or business. How many companies have you dealt with that have the motto, just give us your business one time, after that we could care less if we see you again. Or we are content being number 2, 3 or 4? Does that sound like companies we want to deal with? Not really, but no service after the sale is just like having that attitude.
If you were awarded a contract with a client and afterwards you didn't take the clients phone calls or respond to their e-mails, or visit them personally, how long before the new client you worked so hard to obtain would mail you notice that they were terminating the contract? Most likely not very long.
This seems like an over simplified way of making a point to many, but I am amazed how often I see this attitude in the work place. You may excuse it as your to busy, I will get it tomorrow, but what if tomorrow is the day your new client cancels the contract?
The repeat customer is your best salesperson. And you don't have to pay them! In fact they pay you! But getting that repeat customer requires follow through. How busy would you be if you didn't have any customers? Still to busy to follow up? Make the time in your schedule to follow through on your swing.
On a personal note, I would like to thank all of you that replied to my last post, "The strongest person I know is 3 years old." I had the opportunity to spend some time with my family and with Ally as well over the weekend. We played and laughed Ally continued to soften my old heart when she crawled up in my lap placed her head on my chest and took a short nap. It was Ally's and her big sister's birthday party this weekend (3 and 5) and she had an exciting day.
In Washington State, you can't carry a concealed weapon that is over 6 feet in length. Just how tall are people in Washington State?
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