I referred a window company to my sister a couple of months ago. They did a great job on the window replacement but the service after the sale has been less than stellar.

Here’s a text I received from my sister on August 24^th:

“Your guy [name of person] needs to start taking your marketing/sales advice. He said he put an order for a replacement part three-ish months ago. Never heard from him. Contacted him on the 9^th about it and he said he’d have an answer on the 10^th. Still waiting…”

 Do you think I’m going to be hesitant referring this company in the future? Definitely.

I know as business owners it’s easy to get busy and neglect/forget to order a part. However, not following up after being reminded by the client is going to kill your word of mouth/referrals, client satisfaction, the clients desire to be a reference or to go online and leave positive reviews.

To remedy this issue place your focus and your employees focus on executing the little thing. Realizing that every client interaction is playing a role in your marketing and future sales efforts will only lead to more business.

I know it can be hard work but it’s worth it.