Comments on: Fighting Cognitive Dissonance one Customer at a Time http://luisrocks.com/blog/2009/02/21/fighting-cognitive-dissonance-one-customer-at-a-time/ Implementing Sound Ideas --Measuring Results Sun, 04 Jul 2010 01:00:13 +0000 hourly 1 http://wordpress.org/?v=3.0 By: LocalInfo4.Me » Follow-up Ensures Customer Satisfaction Even If You’re Not a Salesman http://luisrocks.com/blog/2009/02/21/fighting-cognitive-dissonance-one-customer-at-a-time/comment-page-1/#comment-3708 LocalInfo4.Me » Follow-up Ensures Customer Satisfaction Even If You’re Not a Salesman Mon, 23 Feb 2009 03:32:04 +0000 http://luisrocks.com/blog/?p=450#comment-3708 [...] a recent post on luisrocks.com called “Fighting Cognitive Dissonance one Customer at a Time” Louis makes a point that follow-up one of the most critical tools to ensure your consumers remain [...] [...] a recent post on luisrocks.com called “Fighting Cognitive Dissonance one Customer at a Time” Louis makes a point that follow-up one of the most critical tools to ensure your consumers remain [...]

]]> By: Marc Rohde http://luisrocks.com/blog/2009/02/21/fighting-cognitive-dissonance-one-customer-at-a-time/comment-page-1/#comment-3706 Marc Rohde Sat, 21 Feb 2009 15:11:52 +0000 http://luisrocks.com/blog/?p=450#comment-3706 Great post! One point of the follow-up that always strikes me is the message you can send and what you will learn. There are often festering little issues that will not make the customer unhappy but over time they will remember. Consider a follow-up call where you ask the customer "How do you like your new 42" TV?" and get a response "It feels a little small for the space, I wish I would have gone bigger." The salesman now has the opportunity to explain the return/exchange policy to make thing right. Or you get a response, "The color is a little washed out and not as good as expected." The salesman can now offer to have the customer come in for a little training on how to enhance the picture quality. The relationship that the sales person is building may be rare in consumer purchases but shouldn't be and is essential in business to business selling. Great post!

One point of the follow-up that always strikes me is the message you can send and what you will learn. There are often festering little issues that will not make the customer unhappy but over time they will remember.

Consider a follow-up call where you ask the customer “How do you like your new 42″ TV?” and get a response “It feels a little small for the space, I wish I would have gone bigger.”

The salesman now has the opportunity to explain the return/exchange policy to make thing right.

Or you get a response, “The color is a little washed out and not as good as expected.”

The salesman can now offer to have the customer come in for a little training on how to enhance the picture quality.

The relationship that the sales person is building may be rare in consumer purchases but shouldn’t be and is essential in business to business selling.

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