Last time we talked about how the evolution of social media has impacted how salespeople obtain referrals and increase their repeat customer base. In much the same way, social media has had the same impact on communication between a salesperson and their customer base.
Maintaining a repeat customer base has always been a challenge, but if used correctly, social media can make it easier. Before going forward, it’s important to remember that you should always get a customer’s permission before using any form of social media to communicate. Assuming that happens, then it is up to the salesperson to take advantage of it.
Even though texting is not really considered social media, it is a great way to follow up with a customer. Many people prefer receiving texts rather than a phone call. They are less intrusive and give the customer the option to respond when they are ready.
The texts can be simple, “It’s Jeff from Triple A Diamonds, just wanted to say thank you again for the opportunity to assist you today and wanted to ensure that you are satisfied. Please contact me if there are any issues or if you have any questions and once again, congratulations on your pending engagement.”
A salesperson can also use Facebook Messenger to inform their customer base of sales, specials or upcoming events. It can also be used to simply “check-in” with a customer to see how things are going and gently remind them that you are there whenever they might need you.
It’s possible a salesperson could do some of the same things via Facebook chat and even e-mails. Thirty years ago, maintaining communication in this fashion would have been frowned upon, but we live in a different world. We live in a world where most people want to get their information via text, e-mail, Facebook and Twitter.
Establishing and maintaining relationships with customers has always been the key for a salesperson’s on-going success. It’s not any different today, but the way we do it has certainly changed. Follow-up phone calls are being replaced by follow-up texts and notes through the mail are being replaced by messages on Facebook. It’s a different world of communication, but if you choose to embrace it, then it can work to your advantage.
Author, trainer, consultant, and speaker Brad Huisken is President of IAS Training. Huisken has authored several books and training manuals on sales and produces a Weekly Sales Training Meeting video series along with Aptitude Tests and Proficiency Exams for new hires, current sales staff and sales managers. In addition, he publishes a free weekly newsletter called “Sales Insight” For a free subscription or more information contact IAS Training at 800-248-7703 or info@iastraining.com. Visit his website at www.iastraining.com.
