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The last few months have been fast and furious, and those of you in the leisure industry have done a lot of business with buyers that have never used one of your products before.
This has been a direct result of the pandemic - we have seen a lot of people who had to abandon their normal vacation plans due to travel restrictions, and with school holidays, they needed something to do to keep everyone entertained. So, they came to you - in droves!
Now we have a lot of new customers, it is imperative to work on keeping them - for service and parts, and of course for referrals and future business.
Sold customer follow up is not a great passion for many salespeople, as it rarely produces immediate results.
We aren't talking about getting immediate results here, what we are talking about is building relationships for the future. Trust me, you will welcome these deals in 1, 2 or 3 years time.
The first communication after delivery should be either the day of, or the day after delivery, and it should be a "thank you, and did you get home (or wherever they were going) OK?
Next is a week after delivery, and this is a "thank you, and any questions?"
After these first 2 "customer satisfaction" communiqués, the next one is after a month and it is a request for referrals.
Now let's talk about keeping these first time buyers in the family. How about a monthly, or bi-monthly video newsletter? The videos could be a "how to" - sharing information on how to get the most out of the product.
The more interaction we have with our customers after the purchase, the more likely they are to send referrals your way, and of course come back time after time to buy again.