My philosophy is quite simple… You follow prospects up until they buy or die!
Yeah, but it’s surprising how few people do follow-up an inquiry call… the typical statistics are revealing. For example, the people at www.calldrip.com* say…
“Numerous studies have found that it takes at least five ongoing follow-up efforts, after the initial sales contact, before a customer will say yes. FIVE! Nearly 80% (yes, 80!) of all sales are made on the fifth through the twelfth contact!”
Pretty sobering statistics aren’t they? After all, if you never follow up you’ll never get the sale; unfortunately it’s pretty much the same if you only follow up once.
Long-time friend and client, Bruce Dudon and one of Melbourne’s best spectacle makers, now retired, responded to my article with this comment:
“Your article reminded me that in my spectacle dispensing business, when multifocal lenses came in, I thought about the unwary. So, I decided to phone each client two to three days following purchase. I then realised that many people have problems with their specs and why not follow up on all sales. So I did. Responses were usually good but after speaking for a few minutes, I would ask again ‘How are the specs?’ ‘Well, they are a bit tight or blurred.’ ‘Then please call and I will fix the problem.’ I sold the business around 20 years ago and the current owner told me of customer loyalty… fantastic, they keep coming back. So if you want to remain there show some care… just a phone call.”
Great to get confirmation of my thoughts from Bruce and a timely reminder for me to say I wonder how many prospects are hot to buy but never get followed up. Just make sure they aren’t your prospects!
(*www.calldrip.com provide software to connect with prospects at the peak moment of interest…while they’re still online shopping.)
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