In order to build a reliable and engaged return client base, you'll need some solid after sales service strategies - but what are they, and where do you start?
By definition, after sales service includes what you do at the point of sale, including your customer service and selling techniques. It also includes how you follow up after the customer has left, such as providing follow-up contact and effectively dealing with complaints. It’s essentially classed as the service you provide to your clients after they’ve already decided to purchase something from you - even before you’ve finalised their transaction or sale.
After sales service is an extremely broad term that can cover a variety of practices. One of the most common is using “upselling” strategies to provide after sales service, as this can increase the dollar value of your sales, and in turn the profitability of your brand or business. Similarly, the service strategies you use at point of sale and after sales care can very well determine whether or not your customer buys from you again.
Why Is After Sales Service Important For Your Brand
After sales service is a crucial component in acknowledging and basically thanking your customer for purchasing from your business. They could have spent their money elsewhere, but they chose you - so don’t waste that opportunity.
If you’re scratching your head as to why it’s considered to be such a big deal, after sales service can provide a huge array of benefits to your brand or business. Just a handful of these can include the following.
Build Customer Retention - Did you know that you’re 70% more likely to close an existing customer, as opposed to 5 to 20% for new prospects? Audiences who have purchased from you before are already familiar with your brand, and are also more likely to spend more.
Positive Reviews - Brand should never underestimate the power of word of mouth, as happy customers in turn become brand ambassadors - otherwise known as raving fans. The customer service that you provide them is just as important as your product itself.
Higher Average Spends - Before your customer even leaves your store or finalises their purchase, after sales service gives you the opportunity to increase the amount that they’re spending with you. Consider warranties or additional products as an add on or upsell.
Cement Your Reputation - If your brand or business is regarded as having state of the art customer service, then consumers from far and wide will flock to you if they feel valued. Good customer service starts with after sales service, such as clear communication and checking in.
While this all sounds rather appealing to any business or brand owner, what are some straightforward after sales service techniques to get the ball rolling? The good news is that many are all about getting back to basics, and won’t cost you a thing. Some ideas to try as a newbie include -
Keeping a database with relevant details to use for marketing purposes
Wish your clients a happy birthday via text or email
Offer a clear and flexible returns policy
Take complaints seriously and turn them into a positive experience
Offer as many options as you can for pick up or delivery methods
Provide flexible payment plans
Get creative with how your customers communicate with you (i.e live chat)
Make product suggestions based on their purchase habits
Build a rewards or loyalty program for repeat customers
Ultimately, after sales service is all about ensuring that your client has a good experience in dealing with or purchasing from your business, with the end goal being to build a repeat customer base.
Sourcing Further Advice On After Sales Service Strategies
If understanding your finances or the in’s and outs of business isn’t your strong point - particularly, finance - then it may be reassuring to know that you’re not alone. In fact, many businesses (big and small) enlist the services of an accountant and business advisor in order to free up their time, while knowing that their financial obligations are already taken care of by the professionals.
What you choose to invest in or shy away from as a business owner can have a domino effect that ripples through your entire team - so are you confident in your financial choices?
At Muro, we are more than just accountants - we offer our clients strategic business advice and ongoing support to help them reach their business and financial goals. Get in touch with us at Muro today to ensure that you’re on the right path for success as we head into 2021.