Whether we realize it or not, each of us contributes to “word of mouth” advertising every day. And one of the key factors in word-of-mouth advertising is follow-through.
When we create an expectation for a client we need to follow up and be sure the expectation was met. When we follow through, clients and fellow employees learn they can count on us, and that is what they will tell others.
Consider these principles
Follow-through is most noticeable in its absence
Often when we do follow up it’s seen as no big deal either because nothing went wrong, or we caught what went wrong and fixed it. But when we don’t follow through small problems can become even larger.
Clients are happier when we call them...than when they have to call us.
Follow up on requests to make sure the client is satisfied. If clients have to check in with us, they get frustrated. It's important to be timely when following up.
Don’t assume that something you delegated got done.
It is always risky to assume. Clients will remember that they asked you to get a job done...and it did not. If you entrust the responsibility to someone else, check back with them to be sure they got the job done.
Don't underestimate follow-through
At the end of the day, follow-through might seem like a small thing but it can have significant consequences. Oftentimes, minor problems can be prevented from turning into something larger simply by following through. If you find that you are consistently struggling with follow-through, look for ways that you can make meaningful changes. Add reminders to your calendar on your phone or your computer.
Putting in this small effort can go a long way.