After the Sale!
Most companies do very well before and during the sales process. After all, the purpose of any business is to make sales, generate profits, and grow, right? But what about after the sales process? How do you rate then?
After sales support is an area where a lot of people and their businesses come up short. Way, way short. Placing all your resources into the sales process and then forgetting after sales support is one of the most common mistakes made in customer service.
People look to the vendor when a product fails to do what it is supposed to. If you are not there for your customer with expert support, you run the risk of your customer going elsehwere for their support and then, their future purchases.
People will also stop using the product if they are not happy with the support. I know this firt hand because I am now looking for other products to integrate into my on-line business now that the seller of our current products (listening Frank Haywood???) has decided he will not answer any support questions anymore.
People need to feel secure in their products and also in their ability to have problems addressed and resolved. It is often said that service doesnt save you money, it costs you money. We respectfully disagree!
It has been well established that it costs about 10 times more to get a brand new customer than it does to keep an existing one. Costs to get new customers are at their highest and competition for those same customers is cut throat! Why should you risk losing an existing customer when all you need to do is provide some quality after sales support.
Lastly, failing to support your product after the sale sends a powerful message to your customers that you don’t really care about them. It appears that all you are interested in is their money and the original sale. Once that is done, it appears you don’t care any more.
That sends a powerful message. Unfortunately, it is also the wrong message!
The Customer Service Training Institute
http://www.infowhse.com
