Why does a business need an after-sales process in place?
After-sales service is an important part of
modern-day businesses and it is important for both the buyer and the
seller.
A. For
a buyer, after-sales service plays an important role to ensure the maintenance
of the product. It also strengthens the buyer’s trust in the business.
B. For
a seller, after-sales service brings in a sense of satisfaction and helps them
make sure that they stay at par or ahead of their competitors
Here are a few reasons to understand why
should a business have a proper after-sales strategy in place:
1. Good start to customer
retention
As soon as your customers make a purchase,
they enter this loop of retention.
Remember, a happy customer is the best marketing asset you can have. Be by your
customer’s side at each step like installing a device, setting up the
furniture, getting the car road-ready and so on.
2. Boosts customer’s trust and
loyalty
Imagine you run a business that sells a device
to measure your blood pressure and pulse rate. After a customer buys the
device, how about calling them within a week and asking them if they have
successfully set up the device or need some help. If not, helping them
in-person or over a call for this. Usually, the older age group finds this
difficult. Just a soft nudge can do a lot for your business here.
3. Increases chances of
referral
If you let your customer leave with a wide
smile from your store or your website and let that smile last long, that
customer can at some point be labelled as an unofficial brand ambassador of
your brand. Even after all the advancement and success in digital marketing,
nothing beats the power of word-of-mouth. One satisfied customer can bring you
10 or more customers with zero money spent from your end.
4. Adds to the brand value
Humans are seen to get emotional with brands.
An experience worth remembering can not only help you get a brand evangelist
but also make them keep you on top of their mind. They will increase a
connection with your brand and will keep them coming back to you.
5. Thanking
your Clients Immediately After their Purchase
If your
customer has just made a purchase then they deserve a thank you, whether by
sending an automated email after their purchase or a thank
you note added to the invoice (especially if it’s written by hand).
You make your customer’s experience more attractive and you show that he chose
well by doing business with you. In addition, with the name of a person to
contact in case of questions, you reassure the buyer that your company is doing
everything they can.
6. Contact
your Customer After 1-2 Weeks
One or two
weeks after the purchase, it is advantageous to contact your customer to ask
them if they are satisfied, received good service or if they have any
questions. This contact serves only as a mark of attention, not to
sell them more. The goal is to know his appreciation of the product or service
sold.
7. Maintain
Communication
You can
continuously maintain communication with your client by sending an e-newsletter
to inform them about topics that affect them, or by offering information
through articles, videos, guides and webinars to help advise
them on needs. You will show, by maintaining communication, your
professionalism and expertise. If you give them all the information
they need, they will be much less likely to go elsewhere.
8. Suggest a
Second Sale
Now that your
customer has confidence in you, it’s the time to offer another sale.
Offering them a new product, service or something related to their previous
purchase.
9. Ask for
Recommendations
If your client
appreciates you, there is no reason not to recommend you. Happy customers will
be eager to help you offer your services or products to those around
them. Their opinion will be more taken into consideration than an
advertisement.
On the web,
there are several ways to provide after-sales services to your customers,
including newsletters and email
marketing. With
an automated sequence of personalized emails, you can easily follow-up
with your customers and will give you the best chance to retain them and make
other sales.
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