What exactly do we mean by Wednesday follow ups? #
At 2 Guys with Knives, we emphasize the importance of having good customer relationships to have stable sales growth. Part of this growth is usually accomplished with our after-sales protocol of “following up” with the client and letting them know that their opinion is valuable to us. On Wednesdays, we follow up with our new clients (from previews week) through SMS messages. These SMS messages include a friendly message and an open-ended question that allows them to give us as much feedback as possible from their experience and also allow us to improve our service and to keep a close relationship with them.
How do I know which clients were new from the previous week? #
This step is quite simple 🙂 Let’s position ourselves on the calendar first.
Let’s take an example that we will make our follow-up on Wednesday, January 22nd. We would be looking for the list of all the new clients who ordered from Saturday, January 11th until Friday, January 17th. This list is accessible from google drive, and you’d only have to look in the sales folder from January 11th. You’ll be able to see a file called (NEW CLIENTS JAN 11TH). Following are some pictures for an easier demonstration:
Click on “Google Drive”
Then let’s click on “Sales.”
Select the month: in our example is “January.”
Inside of January folder, select the sales week. In our example: “January 11th.”
Voila! The file has all the information that we need of the new clients who ordered for the first time the previous week. All of this process will be easier and faster when you familiarize yourself with the sales folder from google drive 🙂
Now then, let’s move on to the next chapter on how to follow up with them by text message.
How do I follow up with them by text once i have the list of new clients? #
On all of our computers, you’ll be able to find a “Messages” app that you can find at the bottom of your screen. You can either use one of the computers to message the clients or our business phone. All the devices contain our client’s contacts and previews conversations from customer service and follow-ups.
When you have the list of new clients, it’s just a matter of adding the contacts information into the device and then using the following template:
“Hi _______, this is ________ from ‘2 Guys with Knives,’ I hope you’re having a fantastic day! Just checking in to see how you’ve been enjoying everything and if you have any questions so far? 🙂
After messaging all the clients, you’re ready to answer their questions, concerns, and feedback, according to our protocol.
It is important to copy and paste all the messages on Slack in our channel “feedback,” so our whole team will check our customer’s feedback, and we can work together to keep the company growing in the best direction possible. 🙂
