Sales don't end at the sale..

If you want rebookings, don’t dump them after they’ve bought.

What happens after you take a booking or sell your service or product? Is it then processed and delivered by someone else? How much do you check up on that?

Taking a booking then leaving the client in the hands of colleagues to deliver may well make sense and be the best model for your company. After all, your skill is to sell, you aren’t able to deliver the service yourself, someone else is best at that. And you aren’t involved in the invoicing either, so it doesn’t make sense to get involved in everything.

However, as a sales person you have spent time and effort building a rapport with this client, are you really just moving on so quickly? You cad!

Understandably you have more sales to make and a quota to hit. However, if you are going to try to sell to this client again, do you want your next point of contact to be an ask for a rebooking? It is the sales equivalent of the ‘booty call’ and we would recommend against it.

You are much more likely to sell to an existing client than convert a new lead. Make sure you treat them well, after all – they had a choice to go elsewhere.

Take a look at your sales process and decide where you can spend a little time maintaining your hard-earned rapport. Check how you can best serve your customer after they have signed on the dotted line.

Here are just a few suggestions:

–          When the booking is in/ sale is made, introduce them to the next steps and the people responsible for those steps.  I’ve known companies add pictures of each person that takes care of the steps with direct lines and emails alongside and timelines of when each step is likely to happen.

–          Ensure they know you are available for them to contact, should they wish to.

–          Call them (no, not email) during the delivery process to check in with them, a quick hello. If they offer any concerns at this stage – address them quickly

–          Chat with those delivering the next steps. Involve them in what you are selling so they know the expectation. Ask them to take you through the customer journey and what their blocks and issues are, or what they think the client’s are. Address them

–          Ensure the tone of voice in the delivery is the same. Getting a snooty invoice letter will ruin the good image you have worked hard to build up.

–          Use feedback questionnaires when appropriate

–          Follow their social media, and engage with it

–          After delivery, send a thank you message, by post is quite a nice touch, but however you do it – make it timely and don’t upsell or try to rebook them in the same breath.

–          Check with your colleagues how it is going with your clients, see if they have any niggles etc. If they are uploading these onto your CRM then all well and good, but often it is the anecdotal that is left off, so make sure you know about any issues with clients before you wade in to another contact with them, uninformed.

Be thoughtful with people that have bought from you. Even if there are many, ensure your messaging after the sale is as sincere, helpful and open as it was before the sale.

“When you treat customers right, they come back… and they tell others” Shep Hyken