In the two previous posts, I addressed the first 2 stages of superior customer support. The final Stage (and perhaps the irony is that it is not technically final- it is ongoing) is the FUBB.

The FUBB is a concept that I came across in an excellent article written by Gary LeMon titled “Put the FUBB Factor Into Customer Service” posted on ezinearticles.com.

FUBB stands for: Follow Up Beyond Belief.

As Gary says;

“This is the biggest factor between good and great customer service. FUBB refers to the practice of going above and beyond the call of duty to please the client. In today’s highly competitive economy, it is crucial to follow up in any and every way possible. Follow up to the point that your customers cannot resist telling other people about you”.

The support you need to offer your customers does not end with the sale. You need to follow-up with them.

I would suggest that you contact the customer at a set date (perhaps a week) after the sale to see how they are enjoying or benefiting from the purchase.

This gives your customers an excellent opportunity to give you feedback that you can apply toward future endeavors. So you nurture your relationship with your customer, as well as receive valuable insight. Win-Win I’d say!

If you have a service that is ongoing, say a monthly membership, I would say that you should look at following up almost immediately, then every 6 weeks, then every 6 months. BE sure that you can maintain this schedule.

Make it reasonable. Don’t ‘bother’ the customer, but strive to find a balance between letting them know that you are there and annoying them.

Think of it like taking your child to the playground- Junior wants his independence, but he still wants to look over his shoulder from time to time and see you wave so he feels reassured that he’s not completely on his own.

If you strive to implement the 3 Stages of Customer Service into your business practices, you will set yourself apart and your customers will acknowledge this and reward you for your efforts.

Contented customers, will tell others about you, and as we all know, we can’t deny the power of “Word-of-Mouse!”

Christine

P.S. I really appreciate all the kind comments from the two previous posts! I wish you tremendous success in all your online endeavors!