Closing a sale is an exciting time. Think about it. Sit back and imagine the feeling you get when you close a deal on the sale of your product or service. Think of how happy you feel about the sale being finalized, how proud you are of your accomplishment and how confident you have become because you “did it”!
After all of your hard work making sure the prospect has a great experience working with you in those days that lead up to the sale and after the long nights you spent working on delivering the best proposition for them, you finally did it. Your work is done….right?
Wrong! Closing a sale is only one step in the customer’s journey – and yours. Right now, it’s showtime!
Remember all of those promises you made to your client when you were trying to get the sale? Remember all the benefits they will receive when working with you? Remember what the client will receive once they buy?
Now is the time to deliver on those promises.
For the customer, what happens after the sale is one of the most important moments for a company. If you don’t live up to those promises, it’s not good for your customer’s experience with your company, it’s not good for you and it’s not good for the company’s image.
That’s why it is important to take a look at what happens after the sale, or the fulfillment process after the sale. Do you have a plan to deliver the product you said you would deliver? In the time frame you said it would be delivered by? With the same quality you promised? Do you have a “thank you” process in place to show your appreciation for the customer?
All of these things add up to the customer experience your “now customer” receives.
If you are in integrity and deliver on your promises, your customer will more than likely purchase from you again. If you do not deliver on your promises it could cost your company and your reputation.
Your goal should be to retain the majority of clients that do business with your company.
At the very least, you can do this by simply following through with your promises and delivering on the sale. At the very most, under-promise and over deliver – maybe you will decide to kick it up a notch and surprise your client with a little something extra to surprise and delight?
I’m sure you have heard of the saying: “it takes more resources to get a new customer than it is to nourish a customer that has worked with you in the past“? It’s the fulfillment process that reflects the great customer experience you bring to the table makes the difference in whether the customer chooses to do business with you again.