Handling customers entails a lot of aspects. You need to be able to respond to customer claims and address them promptly. And you need to know how to track leads and engage them effectively. But, one of the aspects of dealing with that is often overlooked is follow-ups. So, for this article, we will focus on the importance of follow-ups in moving and how to properly set them up.
Understanding the importance of follow-ups in moving
Follow-up is a marketing term. It means you reengage a customer after the initial interaction (aka you follow up on the interaction). The interaction can be anything… Comment on your social media post. A request for a moving quote on your website. Or simply an email received after finishing a relocation. So, why are follow-ups so important for a moving company?
Improved customer satisfaction
The first reason why every moving company should use follow-up is that they do wonders for customer satisfaction. As you can imagine, all customers like it when companies are attentive. If the company can address their needs, ask for their input when needed, and notify them about important changes, the customer will be more than satisfied. All customers like to have control over the moving process. Through follow-ups, you can look to meet customer needs before they are voiced, and therefore ensure excellent results.
Better conversion rates
Finding leads is one of the crucial tasks all moving companies have to excel at. This is why movers often utilize specialized moving leads software to better track, organize and engage customers. Unfortunately, while moving software can help you find potential customers, it won’t precisely help you convert them. For them to work with you, it will take a bit more convincing. Well, this is where follow-ups come into play.
Through proper following up with your customers, you can convince your customers to do business with you. Correct phrasing lets you outline why you are the best choice for their moving needs. And you can naturally guide them to your website where they can actually hire you. This, of course, requires you to know how to use follow-ups and to have a decent knowledge of your customer base. But, once you get the hang of it, you’ll wonder how you ever managed to have conversions without follow-ups.
Learning about your customers and staying ahead of the competition
The system that tackles follow-ups is usually a part of a feature that every customer service software for movers should have. As such, it is relatively easy to use follow-ups to gather customer data. Through your moving CRM, you can track all the activities targeted toward your customers. You can schedule calls and emails and input all the activities in daily and weekly calendars. This way, you have a clear view of all the communication with a particular customer, and your sales team can always stay on top of everything happening with leads and jobs.
Your customer data is invaluable for your marketing and sales efforts and overall company management. By knowing who your target demographic is and what they are like, you can look to optimize your online presence. That way, you will naturally draw in interested customers and ensure decent conversion rates.
How to introduce a proper follow-up system
The most common way in which moving companies utilize follow-ups is through emails. Other methods include phone calls, text messages, and meetings, or even social media. So, let’s see how both of these approaches to follow-ups should be set up.
Creating a template
The first thing to realize about follow-ups is that they should be automated. A customer service agent should not try to respond to every potential customer. Instead, it would help if you utilized CRM with email automation for movers to automate this process and enable your sales team to recognize which templates suit the situation.
Ideally, you should have a template to address the most common follow-up reasons. Situations like:
- Getting an online moving quote.
- Asking your company a question via email.
- Comment on a social media post.
- Finishing a relocation.
You can outline a template email and fill in the customer-specific details in these instances. Your employees can pick up the conversation and forgo the template option if the customer responds. But, as the initial step of saying “thank you” and offering a service or advice, a template email will be more than enough.
Making a schedule and keeping track
A big reason for automating your follow-ups is that you need to hit the right timing for them to be effective. You need to send your follow-up email or text message while the notion of moving is still in the person’s head. If you miss this small time window, the customer will likely ignore your follow-up. This is why handcrafted follow-ups are somewhat ineffective, as it is essentially impossible to write and send them in due time. With all your templates, you must have a clear schedule and keep track of the sent follow-ups. A good moving CRM will have the option of all your follow-up activities neatly displayed in your calendar, with pop-ups set as reminders.
Using social media
The whole idea of using social media is to communicate with your target audience naturally. You should be ready to respond if they comment on your posts or ask questions. Once you are done addressing their concerns, you shouldn’t hesitate to send a follow-up message, even if it is simple, like thanking them for their input. These seemingly insignificant messages can go a long way in securing you another customer.
Time is of the essence
By now, you should be fully aware of the importance of follow-ups in moving. A proper follow-up system can help establish your brand and ensure a reputable online presence. Following through your leads, comments, claims, and customer questions, you can also learn more about your customers and ensure you have a rapport with them. But, to make any of this possible, it is paramount that you use the right moving company CRM which offers the necessary functionalities that can ease, streamline and automate the process.
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