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Don’t Forget To Check In With Customers

by Johnny Bravo · 4 comments

Don't Forget To Check In With CustomersWhen you read the title of this post you probably thought to yourself, how could I possibly forget to check in with customers?

Well believe me it happens. And it is one of the most detrimental things you can do to your account base.

I thought about this recently as I was preparing for my Q1 review with my sales manager. One of my goals every quarter is to make sure to touch base with every active account at least once.  Secondary to that is to meet with my top 10 accounts at least once a quarter. 

I view this as paramount to account retention because as the saying goes; out of sight, out of mind.

The last thing I want is to lose a customer because they forgot I even existed. My view is that I don’t want them to think “we’re just changing property management software”. I want them to think “we’re changing account reps”.

Changing relationships is often harder to do then changing products.

So my goal of checking in and meeting with accounts is so that they know they have a real person on their side who is there for them.

And of course to make sure they know that I think of them as a relationship, not as an account.

But I Have Way To Many Accounts

It is possible that you are responsible for hundreds of accounts. But that doesn’t mean this isn’t still possible.

For example let’s say you handle 300 accounts (possible in an inside sales position) well if you consider that there are 5 days a week, 4 weeks a month, 3 months a quarter.

That comes to 60 days you have to reach out to your accounts. If you have 300 accounts that means you only have to touch base with 5 accounts a day.

Phone calls are preferable, but emails will suffice too.

The point is that you want to remind them that you exist. Because if you don’t another sales person will have a much easier time coming in and making a case to begin a relationship with him.

~ Johnny Bravo

Image courtesy of cooldesign / FreeDigitalPhotos.net

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{ 2 comments… read them below or add one }

Diana April 25, 2013 at 12:44 am

True! Checking in a fairly easy tactic and yet, so many people oversee it or simply underestimate it! And it’s not only for sales pros (i know the blog is about that but just wanted to reiterate on the fact that EVERYONE who works with people can use this tactic, even for customer service or for internal communications 😉 Great post, Johhny, as usual priceless insights and tips 😀

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Johnny Bravo May 1, 2013 at 11:22 pm

Glad you liked it Diana. And thanks for the comment. It seems there is never enough time to check in. But if it’s important, you make the time.

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