Selling is about more than closing deals — that’s just part of it. If you really want to get the most out of your efforts, you need to think beyond the sale and adopt a long-term strategy to build strong and authentic relationships with your customers. Only then can you earn their loyalty.
And, loyalty pays. According to a recent customer experience study, loyal customers are five times as likely to purchase, five times as likely to forgive, four times as likely to refer, and seven times as likely to try a new offering. Say that ten times fast!
So, what are you waiting for? Give these post-sale tactics a try and kick your loyalty strategy into high gear!
Say “thanks” (and then some)
Within three days of closing a sale, you should follow up with your customers to thank them for their purchase. This not only lets them know that you appreciate their business, but it also adds a personal element that’ll help you stand out from the competition.
But don’t stop there. Let your customers know exactly what they should expect from you and your team. Whether you communicate delivery timelines, send training information, or simply tell them that you’re there to support them, they’ll appreciate the extra-special care.
Keep your promises
It can be tempting to promise the world when you’re trying to make a sale. But, no matter how well-intentioned, you need to be realistic. Only offer perks and capabilities that you (or the product you’re selling) can deliver.
And, if something happens to go wrong, like a shipping delay or ordering hiccup, take ownership and move quickly to find a solution. Just remember, you’ll want to take extra measures to communicate the resolution and to ensure that the customer is satisfied.
Be a resource
It’s no secret that buyers are engaging salespeople later and later in the sales process. However, according to research from CSO Insights, this doesn’t mean buyers want to cut salespeople out of the process. With 65% of study participants finding value in discussing their situations with sales, it’s clear that you can and should continue to engage buyers each step of the way — including after the sale.
But the key to engaging customers is to add value. Find ways to make their jobs easier. Know the ins-and-outs of what you (and your competitors) are selling, so you can offer honest and accurate insights and advice. And be proactive. You’d be surprised how far a simple reminder about a warranty expiration or a handy training tip will go!
Ask for feedback
It’s easy to assume that no news is good news. But, if you’re not checking in with your customers, you might end up losing them. In fact, most unhappy customers won’t actually complain, they’ll just take their business elsewhere.
Moral of the story? You need to keep the lines of communication open at all times. Check in with customers, not only right after the sale, but after they’ve had some time to live with their purchase. If they are thrilled with it, great — this might be an opportunity to drive additional sales. If they’re experiencing issues, you now have a chance to make it better. Win-win!
We’re here for you.
By replacing quick-win tactics with a customer-first strategy, you’ll earn the trust and loyalty of your clients for years to come. At Ovention, we’re also committed to delivering long-term value. If you need anything, we are here to help!
Want more insights? Check out our recent blog, Purchasing a Commercial Oven: Top 3 Reasons it Might Be on the Backburner.
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