The Problem with Not Following Up with Your Prospects

The other day I telephoned a lawn fertilization in Southfield, MI company on behalf of our homeowner’s association. The purpose of my call was to get a price quote for the application of a natural fertilizer for our thirty acres of open park space within our subdivision. Four days later the sales representative called me back, and I explained that we wanted to get a quote for approximately 5000 square feet of the park area and test out the results. I went on to say that if we were satisfied with the results this year, we would hire them next year to do the whole thirty acres of open park space. She sent me the quote later that day. After forwarding the price quote to our homeowner’s president, he instructed me to contact the sales representative and finalize the agreement for this year. I called her waited two days and then waited a few more days and then emailed her the same request. I am still waiting for a return call. What is wrong with this picture?

Whether you work for a service company or are looking for a job in customer service, there is a lesson to be learned here. In order for your company to be competitive, a quick response to your prospect’s inquiry is mandatory, if you expect to earn the work from them. It is almost funny how often business owners complain about how bad the economy is, and yet, never even suspect that their service philosophy has anything to do with how poorly their company is doing. If the company owner or management team does not teach and reinforce the value of prompt follow up and friendly service to their employees, there is little hope for them. In the long run they will be forced out of business.

It is more competitive than ever today, and those companies and organizations who don’t strive to exceed their clients’ needs and wants are headed for their fair and just demise. There is no room and little tolerance in the world of business for companies that are unable to perform up to their customer’s expectations. These types of organizations make good fodder for the customer service horror stories that are communicated from former customers to their friends, relatives, family members and acquaintances. According to customer service industry statistics, the average unhappy customer will tell from nine to sixteen other people of the bad service they received from a business or organization. This is a perfect example of reverse marketing. That is, due to the thoughtless actions of the employee or company representative, that company is marketing its’ bad service to an enormous amount of potential customers.

So, whether you own or work for a service company or organization, learn a lesson from the clueless lawn fertilization company and make it a point to respond promptly to your customer’s request for information and service.

Tom Borg is a consultant in leadership management, team building and customer service. Please see more of his blogs at csjobsblog.com and manufacturingworkersblog.com. To view additional job postings at Nexxt