Surprise, surprise! The sale isn’t over when the customer says “Yes” and reaches for a credit card.
The sale isn’t over until the product or service is delivered.
And it’s not over until there’s followup to make sure the the customer is totally satisfied and is experiencing the full benefit of what was purchased.
I recently purchased an online program which was to be supported by live one-on-one coaching. The sales person did an outstanding job of outlining the benefits I’d receive and the value I could expect.
I don’t know about you, but when I purchase something I want to take delivery right away. I don’t want to buy today and wait weeks or months to take delivery. That’s probably why I purchase cars off the lot rather than ordering them from the factory. I want it now.
But I digress.
So, I signed up for the program and the coaching. I was assigned a coach and the first coaching session was scheduled 10 days out. I was ready to get started now, but I could be patient.
A day before the first coaching session, I was informed that the coach was no longer available and that the company would match me with another coach.
Oh, no. Ten more days before I was able to speak to the second coach.
Now, at this point, I’m raring to go. I want to dig in, learn as much as I can, and start putting what I learned to work.
The first coaching session happened and it was helpful. While I expected the frequency of coaching sessions would be fast and furious, the second coaching session was set in another 10 days.
The enthusiasm is gone. The momentum not only isn’t there, it was never there.
So, this brings me back to the purpose of this post. The sale isn’t over until the product or service is delivered and there’s followup to make sure the the customer or client is experiencing the full benefit and value of what was purchased.
One more thing: The sale isn’t over until there’s a plan to continue growing the lifetime relationship with the customer so both you and the customer derive benefit and value for years to come.