CRM, lead flow and sales techniques · Selling after the sale
Visit your key customers on a schedule and score how they feel.
A customer needs check-in is a scheduled visit or phone call with an important account, held to find out how the work is going and what the account wants next. Feedback scores measure loyalty, satisfaction and effort. This page covers the check-in calendar, the three scores and a rule for following up with unhappy customers.
Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.
In one paragraph
A customer needs check-in is a scheduled visit or phone call with an important account, held to find out how the work is going and what the account wants next. Feedback scores measure loyalty, satisfaction and effort. This page covers the check-in calendar, the three scores and a rule for following up with unhappy customers.
A machine tool dealer in Rajkot has twelve customers who make up the bulk of the year's revenue. The owner knows each of them by first name and last spoke to four of them in the past six months. One of the other eight has quietly started buying from a competitor, and nobody has noticed.
A check-in is a short, planned conversation with a question that has no sales in it: how are things going, and what do you need that you have not been getting from us? The feedback score is a number that tells you across all customers where you stand and who needs a call.
The sales head or the owner runs the key customer calendar. A service lead sends the surveys. It replaces the habit of hearing from customers only when they complain.
The word of mouth page covers referrals, the lost debrief covers lost deals, and the lifecycle page covers the stages. This page keeps existing relationships warm and measured.
Where this sits
Topic 12 of 13 in crm, lead flow and sales techniques: selling after the sale. Onboarding, repeat business and retention as part of selling.
- The topic before
- Content as a sales tool
- The topic after
- Inbound business strategy and alignment
If you want this done for you
Ask customers how it is going before they tell you by leaving.
The work
What this is actually like.
“A visit beats a form”
For a key account, a thirty-minute visit or a phone call tells you more than a form, because people say things to a person that they will not write down. Keep the forms for the long tail of smaller customers.
“Ask what they have not been getting”
The useful question is not are you happy. It is what they need that they are not receiving. Customers will name a gap, a delay or an unanswered call that they have not bothered to raise.
“Three scores answer three questions”
Loyalty, usually asked as how likely you are to recommend us on a scale of zero to ten, shows whether they would send others. Satisfaction after a purchase or service shows the quality of one event. Effort shows how hard it was to get something done.
“Every low scorer gets a call”
A score without a call is a number on a sheet. Ring each unhappy customer within a few days, listen, and write down what they said. Fixing one thing for them is worth more than the average going up a point.
What we do
What you end up with.
The documents this topic produces, what each one is for, and how you know it is finished.
The key customer list
The accounts in scope, ranked by the share of revenue and by the risk of leaving, with an owner for each.
Result: Finished when each key customer has a named person responsible.
The check-in calendar
Dates for each key customer over the next two quarters, with the mode of contact: visit, call or video. Questions fixed in advance: how is it going, what do you need, what is not working.
Result: Finished when every key customer has the next date in a diary.
The request log
A sheet with date, customer, what they asked for, who is acting, due date and status. Updated after each check-in.
Result: Finished when no request is older than its due date without a reason beside it.
The score sheet
Customers down the side, with columns for loyalty score, the reason they gave, satisfaction after the last job and effort score. Send the loyalty question at least every quarter.
Result: Finished when the three averages and the list of low scorers can be read in one minute.
The unhappy-customer call rule
A one-line rule: any score below a set number is called by a named person within a set number of days, and the outcome is logged.
Result: Finished when the log shows a call against every low score.
Why us
Why owners pick GullySales over an agency.
Marketing and sales, as one job
Most agencies stop at the enquiry. We also fix what happens after it: the reply, the follow-up, the quote and the CRM.
The person on the first call does the work
No account managers in between. You are never handed to someone you have not met.
A baseline before anything starts
Your numbers are written down on day one, so every later report compares against something honest.
The fee in writing, split three ways
Our time, your media spend and production on separate lines. You always see what goes to us.
No guarantees we cannot keep
The term is agreed in writing and never a default twelve months. We never promise a ranking or a lead count, because nobody controls those.
One office, and we say so
Nagarbhavi, Bengaluru. We work across India by call and WhatsApp and travel when a session needs to be in person.
#257, 3rd floor, Sri Nanjundeshwara Complex, Nagarbhavi 8th Block, Outer Ring Road. How we work.
Your brief
Tell us what you need, and we will read it before we call.
Eight short steps about your business, what you want and who decides. Most questions are a tap, and you can skip any you would rather answer on the call.
FAQ
Questions owners ask before they call.
Not here? More answers, or ask on WhatsApp.
Is a score survey useful for ten customers?
How do we send the survey in India?
What do we do with the feedback?
Who should visit key customers?
How often should we check in?
How long is the contract?
How soon will we see results?
Who will actually do the work?
What do you need from us?
What if we are not happy with the work?
Where to go next
The work that carries this topic further.
The rest of selling after the sale
Or read all of crm, lead flow and sales techniques.
Your next practical step
Tell us what you are trying to grow, and we will read it before we call.
Eight short steps, mostly taps. Skip anything you would rather answer on the call.