The value of after-sales
Why customer service doesn't stop after the sale
After-sales is also about customer service and how you want your business to be remembered. This is all about carrying on even once you have the money.
The value of after-sales all comes down to repeat business. It’s very easy to close the sale then walk away, but letting clients know you value their custom is an invaluable marketing tool. Additionally, if you impress customers with your after-sales service, you may reap the benefits of word of mouth, which cannot be underestimated.
Providing a strong after sales service is relatively straightforward. Do you offer a comprehensive guarantee and returns policy? Can customers contact you easily if they have a complaint about the product or service? Will this complaint be treated promptly and seriously? Can your staff handle after sales calls professionally and in a friendly manner? You could even make follow up calls or letters making sure everything is OK a few weeks after the sale.
Remember that it costs a lot less to keep an existing customer than to find a new one so don’t neglect repeat customers. After sales really is one of your most cost effective marketing tools.