Challenge:
Repair facility for complex tools successfully attracted new clients. They performed the work and shipped back the device. And then did no other follow up.
Actions:
- Created follow-up program for all first-time business clients.
- Trained staff to contact and effectively engage new customers about their experience and satisfaction with the repair work.
- Implemented pilot program.
Results:
- Gained enormous good will – people were “amazed” that company cared enough to contact them and ask how they did.
- Made more money – Identified opportunities for repeat business in 20% of the accounts.
- Fixed problems – Also identified concerns in repair satisfaction in 20% (same amount as above) of the accounts. These people had said nothing to the company about any dissatisfaction. Now company had a chance to retain the business of these customers who would otherwise have not come back and may have told others not to do business with company.