34The Post‐Delivery Call
A great time to call a customer is after a product or service is delivered.
This is a check‐in phone call.
You're calling to see if everything went well and asking if your customer is happy.
My clients really enjoy this communication because there's no sales pressure. It's pleasant. And, like the other actions in this section, the competition rarely, if ever, makes calls like this. In fact, one of my clients calls this an “after‐action call”—you're just checking in to make sure everything went okay.
Here's the first part of this communication.
That's part one.
Let's talk about what you're doing here with an inquiry like this:
- You're showing the customer you care.
- You're showing them you're thinking about them.
- As such, you're showing them they are important to you.
- You're separating yourself from the competition.
- You're creating a positive interaction. The customer is likely happy. And if he is not, you're creating an opportunity to preemptively fix a problem, without the customer needing to call. They will be extremely grateful for this.
If the customer is positive, and pleased, continue to part two, which is a pivot to any of our communications.
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