We have found that proper follow-up can add 25% to 75% to most salespeople’s top line. The real secret to my success at following up is a system that guarantees that I never miss an action. Follow these five steps, and you will never miss an opportunity to impress your customers and grow your business:
1. Proactively establish action items.
During any interactions with other people – sales calls, internal meetings, cold calls, etc. – you should be proactively seeking out action items during the conversation. If I’m walking and talking with a potential client at an event, for example, I’ll use my phone to jot down action items immediately. When done with the meeting or conversation, repeat the action items to the audience to ensure everyone is on the same page.
2. Communicate the plan.
On the same business day (or by noon the next day if a meeting is after 2 p.m.), send a debrief email with a bullet list of action items, including date of completion and person responsible. Ask the others to confirm that you have it correct.
3. Enter creative actions into a date-sensitive task master system.
Whether you have a CRM or a simple task management tool, enter the action items when doing the debrief email. Get creative. If the task is to schedule the follow-up meeting, then make a note in your task to ask about something personal from the meeting – maybe about a vacation or their daughter’s soccer game.
4. Block off a recurring appointment on your calendar to complete tasks.
I know this sounds crazy, but if you don’t block off 15-30 minutes per day to complete your follow-up tasks, you will always be behind. Before your chaotic world distracts you, make sure you complete the tasks of the day.
Expert tip: Review your tasks at the beginning of the week. Some days will have an hour of tasks; others may have nothing. Plan accordingly.
5. Dedicate an email folder for other people.
What about those items that others have to do, or what if you followed up and now you are waiting for a reply? How do you manage that? I’ve found the best method is to create a folder in your email app called “Waiting for Others”. When you follow up by email, blind copy yourself and then file the email away in the “Waiting for Others” folder. Review this email folder at least once per week.
