Follow Up

“He flew in here, said I needed this, this and this, took my money and ran out the door like his rear was on fire.”

“He kept trying to insist that I needed a service contract. I asked him if his company encouraged him to push contracts. He said heck yes, that’s how he makes his money!”

“He never looked me in the eye. He spent the whole time talking on the phone to his girl friend and boss.”

“He smudged up the wall by my thermostat and tracked mud in my foyer.”

These are typical of remarks made by customers of contractors working in their home. This is what people remember about the company. Although they might have dealt with a diligent and honest salesman, a courteous office worker and an accommodating installation manager, the person who they will remember most is the last person from the company in their home. As a technician, this is usually you.

For you to hit maximum earning potential, for your development to continue and opportunities to continue your way, you want customers to remember you in a positive manner. Remember what we said about dating…

One way for customers to associate a positive experience with you is to call* them the next day to follow up with your service. Simply ask them if your service was to their satisfaction and if they need anything else. Hardly any technicians do this on their own.

You can follow up with your coworkers as well. Maybe you told them about a certain tool; maybe it was troubleshooting help; or maybe you asked how their kids’ ballgame went.

Follow up. It’s the right thing to do.

*Make sure it’s okay with your manager to follow up with customers by phone. Some companies would prefer that you didn’t.