CRM, lead flow and sales techniques · Selling after the sale
Fix customer problems the same day, on a number the whole team can see.
A service recovery protocol is the written way your team responds when a customer has a problem: what is said first, what may be offered and who decides above that. A support desk review checks the log of those problems. This page ends with a recovery playbook.
Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.
In one paragraph
A service recovery protocol is the written way your team responds when a customer has a problem: what is said first, what may be offered and who decides above that. A support desk review checks the log of those problems. This page ends with a recovery playbook.
A battery dealer in Jayanagar, Bengaluru, gets a photo at ten at night of a leaking inverter battery. The customer sent it to the salesman's personal number, and the salesman is on leave until Monday. By morning the customer has posted the photo in the apartment WhatsApp group, with the shop's name in the caption.
Customers in India complain where they already talk to you, and that is WhatsApp. If it lands on one person's phone, it leaves with that person. A recovery protocol moves it to a shared business number, gives the team words to say and tells them what they may offer without asking.
The owner writes the first version, the service lead keeps the log and the sales head reads it each week to hear what customers are saying. It replaces improvised apologies. It sits after the promise kept check, which finds problems by asking, and next to churn work, which counts the customers you lost anyway.
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
Turn a customer who has just had a bad experience into one who trusts you again.
The work
What this is actually like.
“A personal number is a single point of failure”
Staff change, phones are lost, people take leave. Give the team one business WhatsApp number with several people logged in, and a rule for how fast the first reply goes out. A reply that says someone is looking into it, with a name, is already better than silence.
“Let the customer finish first”
The first reply does not defend or explain. It lets them say the whole thing, then asks what would put it right. Some customers ask for less than you were ready to give, and you never find out if you offer first.
“Without a ceiling, every case reaches the owner”
Decide a rupee limit for each kind of problem that a rep can settle alone, and who approves above it. Without that, a replacement battery waits two days for a signature and the damage is already done.
“The log shows what to fix upstream”
Read the biggest problem type first. It points to a missing line on the quotation, a wrong label, a delivery slip with no date. Fixing that one sentence removes more complaints than answering them faster. Tell customers about price changes before the new invoice, not after.
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 recovery script
One page: the first reply, the three questions to ask, what may be offered, and the point where the owner must be called. Written in the words your team uses on WhatsApp.
Result: Finished when a new rep can handle a role-played refund complaint using the sheet alone.
The authority table
Rows are problem types. Columns: what the rep may give, rupee ceiling, who approves above, and the supplier cost-share if the fault is theirs, agreed with the supplier in writing before it happens.
Result: Finished when no complaint waits a day for a decision that a rep could have made.
The query log
A shared sheet or WhatsApp Business labels on the shared number. Columns: date, channel, customer, problem type, owner, opened, closed, outcome, cost of the fix. Keep it for four weeks before reading it.
Result: Finished when four weeks of entries can be sorted by type and the biggest type is obvious.
The support desk review
Per person: received, closed, still open, reopened. Then the three biggest types, each with one upstream fix and a named owner.
Result: Finished when each of the three types has a fix owner and a date written in your diary.
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.
Should every complaint go to one WhatsApp number?
Do we always refund or replace?
Do we need a ticketing tool?
Who pays when the supplier caused the fault?
How much does it cost?
How long is the contract?
How soon will we see results?
Who will actually do the work?
What do you need from us?
Where to go next
The work that carries this topic further.
Services
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.