Following the Lead
Like many Americans this year, I am about to take on a home renovation project. And I am both excited and terrified at the prospect.
To ease myself into the remodeling process, I recently attended a local home & garden show, where I was greeted by seemingly thousands of companies: from window dealers to full-scale remodelers to specialty businesses. First on my list: three new skylights to replace my acrylic bubble models.
I decided to focus my efforts on companies that specialized in skylights, and I found two seemingly great potentials on the show floor. However, my follow-up experience with each company was very different, and a clear-cut winner emerged quite quickly.
What did the winning company do to secure my business? In addition to the extremely friendly staff manning its booth and the detailed product literature it provided, the dealer made me feel like my project was a priority: this, despite the fact that the company probably saw hundreds, if not thousands, of people at the home & garden show.
I attended the show on a Sunday, and by Monday afternoon I had already received a follow-up email with additional product information, and a follow-up phone call asking when they could schedule an in-home visit. A courteous field professional came by the house the following day, and I had a quote the next. The speed in which this company responded to my request for information and service closed the deal for me, even before I looked at the price.
How does your company operate when it comes to following up on leads? Do you have a standardized system in place that ensures potential customers receive a call or email within a certain amount of time? And if so, what is it? And how important is this process to your company’s success? Please share your thoughts by taking this week’s poll and posting a comment.
Survey Results for 03/12/2014 :
Does Your Company Have a Standardized System in Place to Follow Up on Leads?
Yes, although the protocols vary depending on the lead
Yes, with protocols in regards to timing, etc.
No, but we're looking into it