Friday, March 24, 2006
Follow-up – what a great concept.
It’s not the concept that counts – it’s the follow through.
In the past year I have made three major purchases, new windows for the house, a motorcycle and a gas fireplace insert.
We were happy with each purchase, (I was especially happy about the motorcycle – read that story here).
We were so happy about the windows that we wrote the window company a very nice thank you letter that would make a fabulous promotional piece for them.
Yet – not one of them followed up with us.
The windows company did not even say ‘thank you’ for the fabulous letter I wrote them.
The Motorcycle shop never called nor wrote to ask about how I was enjoying the bike.
The fireplace company never checked to see if everything was ok.
We love every purchase … but….
What’s the matter with people?
Is business too good?
Don’t they see my business as more than a one-time purchase?
Do they need some bad years to realize the importance of follow-up?
The letter to the windows company was a gift. You know they don’t get that every job – yet they failed to thank me for it. Plus they never called to see if everything was okay. They never stopped by to have a look around.
So here is the dilemma: When I am asked by a neighbor, friend or colleague about where to buy windows, a fireplace or motorcycle – what should I say?
Posted by George Torok