What happens after the order?
You have received the order and possibly shipped it to your customer.
As in some TV programmes – What happens next?
With some clients who I have met, absolutely nothing – ‘I’ve received the order, shipped it and received payment, what else is there?’
Well how about calling the customer and checking that the product you shipped was received ok and ask if they have any queries or problems.
In addition you could ask when/if they next require the product or do they have a current requirement for any other of your products.
You are building customer relationship and you will be remembered for it.
You cannot give it a value – it is priceless.
Here is a persoanl example. When I was arranging to have my own website, as opposed to just a blog, I wanted to utilise ‘WordPress’ as my platform & through networking was introduced to Broomstick Web.
Within hours of my request, the software was loaded onto the host server and access details advised.
It did not stop there: optimisation plug-in added plus after discussion, key search phrases added for optimisation.
Especially with a website you need a host who can answer queries rapidly and we all get them, in one form or another. These are quickly sorted out and if there is a delay, often due to the server, I am kept informed.
To date everything has worked as it should, & I know if I have a problem the solution is only a phone call away.
To that end I would not hesitate to recommend Broomstick Web to others.
The moral of the story, is your interaction does not stop when you complete an order as ‘after sales’ is probably more important than pre-sales, as a satisfied customer will often use you again and recommend you to other businesses.
It is something which I firmly believe in and reiterate to all clients.
Do you have examples of good – excellent after sales service, if so share it by adding your comments.