Follow-Up Before Delivering First-Class Service | Travel Research Online


Follow-Up Before Delivering First-Class Service

The first part of today’s lesson involves the most important reason why most professional sales people are not more successful. Regardless of the industry, the geographic location of your company, or the size of your average order, this single shortcoming is responsible for damaging more sales careers.

Ask any professional sales person what he or she feels is their biggest roadblock and it will sound like the words follow-up. If you’re looking for just two words to help guide you to more profitable sales without hesitation or apology, they are the words “follow” and “up.”

Over the years, sales people have earned the reputation of saying whatever needs to be said to close a sale. Not unlike today’s politicians, sales people say and do what is required to make the sale. That may be the reason why sales professionals have such poor reputations. After the contract is signed, it’s anybody’s guess what will happen next. One thing can be counted on, and that is the salesperson is off focusing on the next prospect at the expense of their current customers.

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I’m not going to beat this topic to death, but I want you to understand how important it is to do exactly what you say you were going to do. Follow-up and follow-through are key ingredients if you have any intention of becoming a professional sales person. Do what you say you are going to do. Do not expect the prospect or client to get back to you. It is your job and your responsibility to keep the communication process flowing in the right direction.

The second part of today’s lesson involves first-class service. Customer service in the travel industry or any other industry has become a cliché. Everybody says they give world-class service, and yet why is everybody whining about the absence of world-class service? Maybe the answer is because you’re making this harder than it has to be.

Make a list of the things you expect as a customer. You want to be heard. You want to be respected. You want your phone calls answered. You want your emails responded to expeditiously. You want your opinion to be heard. You want your requests to be considered. You want vendors to appreciate the fact that with many alternatives, you decided to give your money to this particular vendor.

This is not rocket science, ladies and gentlemen. This borders more on the commonsense. The good news, if there is such a thing, is that your competition has not gotten this message yet.

One of my favorite reminders is that your customer is my prospect. And you can be sure that I am going to find more energy and more creativity in trying to land my next piece of business than you will be trying to keep your current client satisfied. If this is the case, and it definitely is the case, then it is in your best interest to go out immediately and solidify your relationship with your top tier clients. Don’t even think about procrastinating as you do not have the luxury of time working in your favor.

Finding new business is hard enough today. Don’t complicate it by losing the business you already have in your pocket. Never, ever take your clients for granted.

Mike MarchevMike presents a business-building webinar on the third Thursday of every month sponsored by AmaWaterways. To receive a complimentary invitation send Mike an email with the phrase “AmaWaterways” in the Subject Box. You will also receive a link to the recorded version.

For information on Mike’s 6-Week Online Selling Course, email Mike at with the words “sales course” in the subject box.

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