Empower your customer support team with the prospect lead funnel for customer support

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okay so i've been getting a lot of questions on making follow-up calls to customers coming into the youtube channel and over on linkedin so i want to take a couple of minutes let's talk about that let's talk about making follow-up calls to customers now when we say customers let's break this down because the feedback that i'm getting both on the channel and over there at linkedin customers could kind of mean one of two things right is this an existing customer or is this a prospect i'll kind of cover both of those but on the existing customer side that not to throw too much at you but that actually breaks into two areas is this an existing customer that i'm trying to sell more stuff to or is this an existing customer that i just want to follow up with i just want to create the relationship so let's let's talk a little bit first about the mistakes that pretty much all of us make when we're making follow-up calls to customers and it's it's not our fault it's just kind of the first thing that comes to our mind and we end up doing it okay first mistake that i that i everybody does and i don't want you to do this anymore when you're making a follow-up call to a customer whether that's an actual customer an actual customer that you're trying to get more business from an actual customer that um you just want to check in on or a prospect they're not a customer yet right it's somebody you're working with don't make that follow-up call and be like oh hey it's matt easton um just wanted to follow up with you if you're using the word follow-up in your follow-up calls to your customers that's a really good indicator that you're pretty much doing a horrible follow-up call all right you want to be a professional in today's age time is so valuable everything's running at a million miles an hour the last thing that you want to do is be that person that's annoying that's irritating them that's hey just following up nobody likes to hear that okay so if they are a customer that you're trying to get more business from or a prospect instead of hey i'm calling up i'm calling to follow up how about something like this hey i've got a great idea for you i'm not sure if it's for you but give me a call back i want to run something past you right i want to run some hey i've got some more information on bum bump that we talked about just jump right in but bring value either bring a new idea to them or bring something of value to them hey i did some research i've got a few things i want to run past you don't be calling hey i just wanted to follow up because you know there's nothing going on at my office so i figure i bug you i know you're not doing that but that's the vibe that you send here's the other mistake that we make when we're following up with customers where we're not trying to grow the business we literally just want to follow up with that customer we end up either consciously or unconsciously trying to bring problems on ourselves those calls go like this right let's say you want to do the right thing right you want to let this customer know that you appreciate them but you end up saying this hey it's matt easton um i just wanted to follow up with you guys and and make sure that you're happy i just wanted to follow up with you guys and make sure that everything's going okay how the customers hearing that in their mind is you want to make sure nothing's broken you want to make sure the deal's not on fire you want to make sure they don't hate you why everybody that does business with you is having problems right now there's things are exploding and you're trying to get ahead of a problem i know that sounds crazy but that's how your prospect hears it when you're like i just wanted to make sure everything's okay when you say i just wanted to make sure everything's okay right they're hearing the other side of that like i probably think you have a problem so if you just want to reach out and touch your customer and let them know you appreciate them guess what sometimes the easiest thing to do is the obvious just reach out and let you know let them know you appreciate them hey it's matt easton here at easton university you know i was thinking about you this morning i just wanted to let you know how much we appreciate you being a customer nothing else i'm here for you if you need me but i just wanted to let you know i needed you to hear from me i appreciate you being a customer try that out hopefully i've covered most of your questions if you've got any more i'm here for you 100 if you want to get better if you want tips please subscribe to the channel i am here for you and i'll see you all on the next video hey can you give this video a like by the way give it a like i'll see you soon