After-sales service is a set of measures aimed at maintaining relationships with the person who purchased your product or service. The purpose of such a relationship is to stimulate him to constantly use your product or service. A good seller always knows that relations with a client do not end at the moment the deal is closed, but rather, on the contrary, from that moment everything just begins and now we will figure out why and how this happens.
A closed deal is certainly a success, but now is the time to think about how you can facilitate your work in the future. It is obvious that selling something to an active client is much easier than overcoming barriers with a potential one. This happens because a favorable and most importantly successful contact with an active client has already been established, so selling your goods or services to him will be much easier. The client already knows you and trusts you. If you did not deceive him and he received exactly what you promised him earlier, he will continue to bring you money.
As an employee of the company, you certainly know your product well, and to the smallest details. In turn, the new client who has just come to you has yet to find out for himself a large number of details and nuances that, as a rule, may not be discussed during telephone conversation, but arise at the time of his visit. After-sales service is based on caring of the client, which means it implies a very specific list of actions.
- Demonstrate to the client everything that he has an interest in. Whatever he asks you, you must provide the most detailed information and in no case refuse, otherwise he will think that he was used exclusively for profit.
- Let him know about the unobvious subtleties and nuances of using a product or service. What he need to do, what he need to know, what he need to be able to and so on. Tell him anything that can ease his user experience.
- Help the client to plan a technical or warranty service schedule. Depending on which product or service he bought, sooner or later he will face the fact that the product needs to be repaired, the subscription needs to be renewed, and so on. Help him to plan his actions.
Try to act as a kind of nanny for the client, or just a welcoming host who wants his guest to feel at home. It certainly takes time, but the result pays off well. The first thing to remember when closing a deal is that after-sales service begins on the first day after the customer purchases your product or service. At the same time, the number of clients does not affect the degree of your hospitality, therefore excuses such as “There are a lot of them, and I am alone” do not work here.
After-sales service mistakes
It often happens that an open and welcoming administrator or manager after closing a deal is completely changes in behavior and becomes an absolutely different person. The transaction took place, the goods were sold and now he no longer cares about the client. It is at this moment that the client forms an understanding of who his interlocutor actually is. It was just a pretender, whose goal was to make an elementary profit or was it really a professional, loving his work and appreciating his clients.
There is nothing to talk about the second case – this is what any self-respecting employee should strive for. In the first case, it will be a great success if the client does not immediately tear the contract or refuse to pay for it. Even if he purchases your product, but at the same time marks your cold or negative attitude towards himself, with a high degree of probability, in the future, he will no longer be your client. It is at the first impression of the company and its employees that the client estimates whether or not to leave money here. And if the first meeting ended on a negative note, by the behavior of one employee, the client will evaluate the entire company, which means that in this situation, everyone will suffer due to an error of one.
Another common after-sales service error is leaving a client on his own with his problems. Perhaps you really are busy and you have no time to help him, but the client will certainly regard this as indifference to his person. If he asks a specific question, and you answer him “Figure it out yourself”, such an action on your part in itself creates a negative background for further conversation. Such manipulations cannot be called successful customer support. A large amount of information that is well known to you is unknown to the client at all. Thus, by forcing him to independently search the solution to his problems, you only pushing him away from you.
Another popular example of unsuccessful aftersales service is his “dropping off” when he stops buying your goods or services. Of course, he has his own reasons, but this is also your fault, since you could diagnose this symptom on time and motivate the client to continue using your offers. Most often, customers “drop off” when your offer loses its value in their eyes, that is, it becomes less necessary for them. Giving the after-sales service, you must ignite the fire within your client and maintain it as best as possible. This is your main task as a seller, no matter what your position is called.
After-sales service is a complex and multifaceted process that requires you to constantly maintain contact with a client after closing a deal. Even if you do your job well, but the client refuses to continue to buy your goods or services, stay as polite and correct as possible. Ask about the reasons for the refusal and write them down, so that later you can analyze this information and competently work on the errors (if there were any). In the end, let me remind you once again that after-sales service is primarily a demonstration of caring of client and a desire to help him.