Many of our clients learn that some of their current
operating policies and procedures are cumbersome from
their customers’ point of view. Uncorrected, these
inefficiencies may cause customers to be reluctant about
referring the client’s business--or they may take
their business elsewhere.
CUSTOMER FOLLOW UP obtains more than the surface-levels
of information returned by simply checking “yes”
or “no” on a written survey. By engaging
your customers in conversations about your business,
CUSTOMER FOLLOW UP will be able to offer you a comprehensive
look at your business practices, and our insightful
analysis and informational reports will help you determine
more efficient ways of serving your customers.
Case in Point:
CUSTOMER FOLLOW UP’s research uncovered that one
client’s exemplary speed and efficiency in shipping
their product was not accurate—according to their
customers. The shipping department would ship the product
on the ship date regardless of whether the unit was
complete or not without forewarning customers. The “product”
would go out on time, but often subsequent shipments
would be required when the remaining components were
ready.
The client’s return on investment? Once
the client confirmed that this was their general practice
they took immediate steps to ship the complete product
and to implement better customer service procedures.
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Ninety
percent of small businesses fail in the first
five years. CUSTOMER FOLLOW UP gives small business
a big advantage-their reports keep you focused
and help make sure you are pleasing your customers.”
