Lesson Learned in Calling Customers Back

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Discussion Overview

The thread centers around participants sharing their experiences and thoughts on the practice of following up with past customers after product deliveries. Many express their fears and hesitations about making these calls, while others share their personal successes and strategies.

Discussion Character

  • Anecdotal
  • Opinion-based
  • Exploratory

Main Points Raised

  • One participant mentions feeling apprehensive about calling past customers, fearing they might be bothersome.
  • Another participant shares a specific experience where they learned about a customer's need for additional products after a chance encounter.
  • Several users express gratitude for reminders about the importance of customer follow-up.
  • One participant discusses their struggle with making customer care calls and the fear of annoying customers.
  • Another participant wonders about the appropriate timing for making follow-up calls after a show delivery.
  • One participant shares a successful experience of making follow-up calls six months later, resulting in multiple orders and bookings.
  • Another participant notes that they try to call customers within 30 days of delivery to check on product satisfaction.
  • A participant asks how to incorporate booking and recruiting into customer care calls.

Areas of Agreement / Disagreement

Views differ on the timing and approach of follow-up calls, with some participants advocating for calling within a specific timeframe while others express uncertainty about when to reach out.

Contextual Notes

Participants share personal experiences and feelings related to customer interactions, highlighting a range of comfort levels and strategies in making follow-up calls.

Who May Find This Useful

Consultants looking for insights on customer follow-up practices and those seeking to overcome hesitations about making calls may find this discussion relevant.

naekelsey
naekelsey
Gold Member
Messages
726
I have always had a problem calling past customers to see if they need anything else or even telling them the new host items for each month to see if they want to host a party. (i don't have a problem making sure items are working and etc) I am always affraid I am bothering them.

I just ran into a neighbor who had a party for me in Aug, and she told me that so & so needs me to call her. She needs a lid for the other "cookware" that she bought through another party a few weeks ago!!! (she started with a little saute pan) I knew she loved the one piece she bought at the party I consulted but never ASKED if she was interested in anymore????!!! I did call when the cookware was offered as a host item but she didn't want to host a party. AND I still didn't ask then if she wanted to order anymore!!

So make sure you call your costumers asking if they would like to add any PC items to there collection...I know I will..
 
Thanks for a much needed reminder that we ALL need!!! ;)
 
Lesson learned, thanks for posting
 
thanks for the little reminder!!
 
how long after the show do you call I to am always afraid that I am bothering them and in my mind I think they always seem annoyed! But I am in a slump and I am willing to try anything I have been doing a ton of cold calls to names that I got from vender events and I am getting no where fast!! So maybe I need to do some customer care calls and try to get some bookings from there but how far do I go back?
heather
 
I always wondered also how long everyone waits to do your customer care calls after the show gets delivered?

Don't want to call to soon, but don't want to wait and call months after either? So what's your time frame?
 
Yeah I have to get over this fear of the phone. Once I do, I know my business will be out of control because everything else is going perfect.
 
Call 3 weeks after delivery to make sure they've taken everything out of the box. That way if anything is wrong the product can still go back on PC's dime.
 
Anytime!!!Think of it this way... when was the last time a WalMart representitive called you and asked you about how your cheese grater works???

When OI returned from NC last year, I vowed to call ALL of my past customers(ya know the ones I had NEVER called)!! This was 6 months later... I simply told them that I like to check back with everyone to see if their product was meeting there needs, and of course to offer them CS whenever they needed it.

117 calls later:

25 orders
7 bookings
3 recruit leads (was has signed)

It was worth me tucking my tail and getting on the phone...

I have NEVER received a call from another DS consultant asking if the product I purchased was satisfactory!!!

Most of the people I called were not bothered by my call - they appreciated it...

I NOW try to call them within 30 days of delivery...

my .02 ;)
 
HI Gina!

How do you work booking/recruiting etc.. into your customer care calls?

I assume you probably tell them about the upcoming specials, does that usually interest them?

Thanks-
Kelly
 
Way to go Gina!! I keep saying I am going to do it..
 

Frequently Asked Questions

What are the key lessons learned from calling customers back?

One of the key lessons is the importance of follow-up. Customers appreciate when they feel valued and remembered. Additionally, it helps to build trust and rapport, which can lead to increased sales and customer loyalty.

How can I prepare for calling customers back?

Preparation is crucial. Review your previous interactions with the customer, note any specific needs or preferences they mentioned, and have relevant product information ready. This shows that you care about their experience and are knowledgeable about your offerings.

What should I say when I call customers back?

Start with a friendly greeting and remind them of your previous conversation. Ask if they have any questions or need assistance with their order. Be genuine and listen actively to their responses to address their needs effectively.

How can I handle objections during a follow-up call?

When faced with objections, remain calm and listen carefully to the customer's concerns. Acknowledge their feelings, provide clear and concise information to address their objections, and offer solutions that align with their needs. This approach can help turn objections into opportunities.

What are the benefits of consistently calling customers back?

Consistently calling customers back can lead to stronger relationships, increased customer satisfaction, and higher retention rates. It also opens the door for upselling or cross-selling opportunities, ultimately contributing to greater sales success for your Pampered Chef business.

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