Customer Communication After A Job

By Author: ROGi Supers

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As an owner or employee of a company, you know that customers are the life’s blood of the business. Client communication is vital if you want your company to grow with repeat business. When you practice proper client follow up, your customers will know that you care, and they will remember you for future goods and services.

Right after you have completed a project or provided a product, it is essential that your customer feels appreciated. You do not want them to think that you made a sale and forgot them. If you plan to expand your customer base, remember that client follow up is an integral part of your customer service plan. Do you want to make your customers feel valued and stay with your company? Then try some of these useful hints:

• Time is of the essence! A couple of days after your sale or project, contact your customer. If you wait too late, your customer might feel neglected. Set reminders on your calendar or computer to contact recent customers.

• Thank-you cards vs. Emails: Appreciation and good manners should never be considered outdated. Some larger businesses have corporate thank-you cards that you can personalize with a quick note of gratitude. If not, purchase some blank thank-you cards and fill them out by hand. Tell your customers how much you appreciate them and their business. Make sure you use quality cards that are business-appropriate.

No matter how much some businesses try, emails still lack the personal touch that a handwritten note or card has. Be especially considerate of customers who were from a generation that valued personalized notes and letters. If you must send an email, be sure to follow-up with a handwritten card in the mail. The extra step you take will be noticed and appreciated.

• Periodic customer follow-up letters: Of course, you do not want to flood your customers’ mailbox with letters. Some customer service computer programs will give your reminders and will generate the follow-up letters. The suggested sequence for mailing these notes could be second day, first month, and perhaps every three months. Your letter should be personalized (not just “Dear Customer”).

• Evaluation: Along with your first follow-up letter, include an evaluation sheet. Ask your customers to rate different aspects of your product or service. It could be a 1-5 rating, or a satisfied/dissatisfied rating. Encourage them to be honest with their evaluation, and leave adequate space for them to write any comments. If you receive any negative feedback, do what you can to remedy the problem and regain the customer’s loyalty. Use evaluations as a tool to improve your products or services.

• Maintenance Reminders: If your customers purchased a product from your company that needs routine maintenance, send them courtesy reminders in the mail. Sometimes, it is easy for customers to forget. These reminders help build valuable rapport with your customers, and the product will stay in good working order. If it is something they can do at home, let the customers know each step of their preventative maintenance. 


Some of the maintenance might include cleaning, or replacing a part. If this is an ongoing service that your company provides, send the reminder letter with a request to call the office for an appointment. Provide any literature or other information that would be helpful to them. Do not wait until a product breaks down before you ever contact your customers. Keep the lines of client communication open. Be sure to ask them to contact you whenever they have a question or concern.

• Telephone calls: Another convenient way to communicate with your customers is with periodic telephone calls. Be careful with this tip, because you do not want customers to perceive you as an annoying telemarketer. Be courteous and brief, and let your customers know that you are available if they have any questions or problems about their product. Keeping your company’s name fresh in customers’ minds is a key to repeat business.

• Other ways of remembering your customers: Some companies like to send appropriate birthday and holiday cards to their customers. While many are pre-printed, it is always nice to write a few lines by hand. Let your customers know that you are thinking of them, and that you value their business.

Everybody likes free stuff—especially when it is something useful. As part of your customer follow-up plan, consider giving your customers things such as calendars, coffee mugs, or other marketing giveaways. When these freebies have your company logo and contact information, your customers will know who to call. 

For any professional relationship to thrive, there must be efficient communication. Proper client follow up is an essential way to retain business. Customers should not have to wait until they have a problem to hear from you. Excellent communication makes the difference between a mediocre company and one that thrives.

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