Following up with your customers is a crucial part of the business. This is to ensure transparent and honest communication at all times and ensure that the relocation is moving in the right direction. The worst thing that can happen is that the lack of communication creates delays, and potentially even pushes away the customer. But, just as the lack of communication will become an issue, so can too much contact. That is why we want to discuss the do’s and don’ts of follow-ups in the moving industry. Not only that, but we also want to teach you how you can use CRM to improve your communication and also to avoid some common mistakes.
Why is so important to follow up with your customers?
The best way to explain the importance of follow-ups for movers is to look at a short example. Imagine a potential client is considering hiring your moving company for their relocation. They visit your website seeking specific information but are unable to locate it. Instead of calling your company to inquire directly, they choose not to pursue further. Simultaneously, you neglect to follow up with the lead, assuming they will contact you when ready to book the move. In this scenario, you inadvertently lose a valuable customer.
This is just one example of why follow-ups are so crucial for a moving company. It is necessary to always have an open line of communication. But, we did mention many do’s and don’ts of follow-ups in the moving industry, and it is essential to know what they are.
How can CRM help with follow-ups in the moving industry?
We know that CRM helps manage moving crews, and it makes the job simpler. However, there are also some less-known uses of CRM, one of which is to improve the follow-up process. While talking about the do’s and don’ts of follow-ups, we will also teach you how to use CRM to improve that experience.
Emphasizing the core functionality of a CRM system, its main objective is to establish and maintain comprehensive customer profiles. By accumulating customer data, you can effortlessly store it within each client’s individual profile. Utilizing CRM, you can effectively monitor all communications, arrange timely follow-ups, and perform various other tasks to enhance your moving company’s customer relationship management.
What are the do’s and don’ts of follow-ups in the moving industry?
We will now split the article into two distinctive sections. The first part will discuss the do’s of follow-ups for movers, and then we will switch to don’ts. Pay special attention because these rules will help you to better control your business. We will also discuss the best ways to use MoversTech CRM to improve the follow-up process. The do’s we are going to cover now are:
- Follow up promptly
- Always be polite
- Personalize your communication
- Express gratitude to your customers
At the same time, the don’ts you should be avoided include:
- Being too pushy during follow-ups
- Overselling your business
- Not updating CRM records
Delving deeper into the above key points will help give insight into the impact on your moving company’s success. Let’s further discuss each aspect to appreciate its value and relevance.
We have already seen an example of why following up on time is so important. You want your customers to know that you are thinking about them. It is crucial to be proactive and ensure a clear line of communication. You always want to ensure no moving date, time, or location changes. Furthermore, your clients might have unanswered questions. It is best practice to reach out to them before they ask. That shows engagement, which is precisely what your customers want to see.
Be polite during conversations
Investing in social skills and soft communication is always a good strategy. When talking to clients, there must be a professional tone of voice. However, you should also show emotions and be very polite, even in difficult and confrontational situations. You can solve many problems by being polite and talking to people.
Personalize your communication
Remember that every customer is different. That is why you cannot talk with all of them in the same way. They will know you are leading a generic conversation. This is an excellent example of how user-friendly moving CRM can help with do’s of communication. Since it allows you to store customer data, you will always know the most important information for that conversation. Utilize customer profiles and prepare for every follow-up by asking the right questions.
It does not hurt to say a few words of gratitude even after the job is complete. Regarding the moving industry, there is a high chance you will not work with the same customer more than once. This is true in more than 80% of scenarios. However, customers can also recommend you to their friends and family. That is why it is crucial to always maintain communication and express your gratitude.
Do not be too pushy
Just as it is not good to not follow up on time, it is also a bad communication strategy to reach out to your clients every day. They will feel pressured to talk with you and always expect another call. Give them some space, and connect maybe once a week.
Do not oversell your business
Never make promises you cannot keep. Overselling a business is a bad strategy, and it never leads to a positive outcome. When doing a follow-up, always ensure you are not guaranteeing things and later going back on your word. Never claim you can do something that you don’t do. For example, if there is a late shipment and you are following up with a client, do not tell them their stuff will be delivered soon unless you know that will happen. False promotions are harmful to your business.
Do not forget to update CRM records
Every follow-up is valuable for your moving business. However, you will lose essential information if you don’t make notes. If you are not sure how or where to store that relevant data, that is one of the signs your moving company needs a CRM. As you can see, CRM can substantially help avoid some common don’ts of follow-ups.
Improve your customer communication today!
As long as you follow the do’s and don’ts of follow-ups in the moving industry, you will have a clear, transparent, and timely conversation with your customers. That is how to build a strong business that relies on trust and relevant data. Utilize the CRM system to the fullest, and ensure it supports your follow-up strategy.
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