10 Common Mistakes in After-Sales Service: Megaplan's Opinion

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In 2016, the story of a customer service operator at the American online retailer Zappos made headlines around the world when he spent 10 hours and 43 minutes on the phone with a customer to help him choose and buy several things. Since then, the idea of ​​making customers happy by any means possible has become incredibly popular. It seems that the only people who weren't asked were the customers whether they needed this difficult happiness.

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Alexander Sverdlov, Head of Sales at Megaplan, explained in an article for the tunisia whatsapp list magazine "Sales Management" where the trap is hidden in the desire to make the client happy by hook or by crook, and analyzed the gross mistakes that sales managers often make after closing a deal. Megaplan develops and sells a system for business management, so we experienced the consequences of these mistakes ourselves and figured out how to fix them.

This article will be useful for sales managers and sales department managers who understand that after-sales service plays an important role in customer retention. How friendly, open, and quick your company is to offer solutions affects the average customer lifetime value – the time they continue to buy from you.

Quite often, the level of service becomes a competitive advantage already at the stage of choosing a supplier of goods or services and a weighty reason for recommending you to friends and partners, among whom there are many businessmen. In after-sales service, every mistake can be fatal. I will list the main mistakes.

1. Stop active communication with the client after the sale.

Many sales managers are convinced that their job is to close a deal, because that is what they are paid for and get bonuses for. After receiving a bonus, the motivation to continue communicating with the client disappears. Especially if the company has a call center or customer support department. In reality, the manager should remain the link between your company and the client even after the deal is closed.

The reason for this error may be hidden in the lack of motivation and KPI for working with an existing client, which leads to increased churn, a low percentage of additional sales and the same low customer satisfaction.

2. Dropping a client after payment if he/she has not been able to integrate your product into his/her business or life.

Offer him a consultation, give recommendations, conduct a situation analysis or audit, offer assistance in adaptation or adjustment. Or you can simply say: "Vasily Vasilyevich, if you need my help, you can count on me. I will make every effort to help resolve your situation."

3. Do not ask clarifying questions after receiving feedback from the client.