| Way
10
Stay alert after you've clinched the deal
It's too easy to consider the
deal is done when you've delivered the goods.
But this is where you can get clobbered. Best
practice suggests you need to stay contactable
with the customer. In fact, it's not at all
bad to make a call after delivery to make
sure everything is all right. Kitchen supplier
MFI puts this right in their advertising.
They list 'all you get' with their offer a
bunch of cabinets and appliances, and other
items:
-
Free planning and design
advice
-
Free delivery
-
Installation guaranteed
for 12 months
-
A call to check fully satisfied
The benefit of the follow-up
call is that it enables you to nip a problem
in the bud. I deliver a lot of my work by
fax or e-mail. I've found it's very helpful
to make a call and make sure that material
was received (it may still be sitting in their
fax machine, along with a lot of other stuff;
they may not have looked at their e-mail),
that it is legible (faxes do get scrambled)
and that what was delivered was what was wanted. |
