Jancyn Inc. Data Reveals The Importance of Customer Follow-Up
SAN JOSE, Calif. (PRWEB) January 30, 2019 -- With competition from the Internet and the growth of online shopping, the in-person shopping experience is more critical than ever. Shoppers have come to expect that if they take the time to trek to a brick and mortar establishment, they will have a positive experience. Not only is the in-person portion of this exchange important, but for many shopping experiences, professional follow-up is the final piece to this customer service puzzle. Smart, savvy sales representatives who take the time to reach out to customers after the first encounter can often change a maybe to a yes, and in turn close the deal.
In an article in Forbes in the summer of 2018 entitled “10 Key Principles for Truly Understanding Your Clients” William Craig clearly states, “Following up is always talked about but the least thought about when it comes to getting caught up in the day-to-day matters of business.” Staying on top of this piece of the customer service process is critical and Craig goes on to indicate that really listening to customers during the follow-up period is important.
This post-encounter contact is especially important when it comes to all facets of the housing market. This included rental agencies, home builders, and existing home sales. This subsequent interaction with customers does several things, including:
• Builds rapport
• Answers any lingering questions
• Shows enthusiasm for your product or property
• Reminds consumers that you want their business
• Exhibits to customers that you will be with them for the duration of this sales experience
• Provides a personalized shopping experience
Jancyn, Inc., based in San Jose, California, and an Elite member of the Mystery Shopping Professional Association (MSPA), has recently announced statistical data relative to the rate of follow-up for their property management client companies. For companies who use a mystery shopping program, there is a positive impact on follow-up with customers. Further, this same positive outcome can translate to other lines of business outside of the property management sphere. The data provided by Jancyn covers follow-up via email and/or by telephone calls. Statistics reveal upward trending data when results are applied to training for follow up through the years.
2018 38%
2017 36%
2016 31%
2015 29%
2014 28%
Average 33%
Tracking this type of data via a mystery shopping program, using it to promote follow up training, will often translate to an enhanced customer experience and increase in profits for the company. It should be noted that for the percentages outlined above, this is exclusively for mystery shopping reports that include a section that tracks follow-up.
According to Vicki Dempsey, VP for Jancyn, “Once our clients receive data related to the rate of follow-up, they can engage in improved employee training in order to ensure a continued upward trajectory. Mystery shop reports are not intended to be punitive measures, but instead tools with which to ascertain missed opportunities and provide professional development for the employee.”
The mystery shopping programs that Jancyn crafts for their clients are as individualized as the clients themselves. For instance, a program utilized by a property management company for a complex that caters to senior citizens may be very different than a property management company that handles short-term business leases.
Ms. Dempsey goes on to say, “Our goal is to create mystery shopping programs that speak to the specific needs of each of our clients. When following up with a prospect makes the difference between good or great sales practices- we always recommend tracking it as part of the mystery shop.”
Further, the concept of follow up is not limited to real estate property management. It is also important for companies from credit unions to dental offices to auto dealerships. The personalized touch of an email or phone call cannot be underestimated when it comes to enhancing the customer experience, improving word-of-mouth advertising, and closing sales.
For additional information regarding mystery shopping programs for your business, please contact Vicki Dempsey at [email protected], or (408) 267-2600 x 300
Vicki Dempsey, Jancyn, http://www.Jancyn.com, +1 408 267-2600 Ext: 300, [email protected]
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