Finding out why your prospects made the decisions they made is a vital part of the sales process and can reveal many opportunities for improvement. More commonly called a win/loss analysis, it can help pinpoint specific areas to tweak for next time.
So you schedule a debrief call and, to your surprise, they don’t stand you up! The call goes well, but in the back of your mind, you can’t help but think that there’s something that they’re not telling you. Thing is — you’re probably right!
A study on why people can’t be completely transparent with you reveals that, two of the biggest reasons have nothing to do with you. It’s the classic situation of, “it’s not you, it’s me.”
It makes them uncomfortable
They don't want to hurt your feelings
The insights we can glean from them can add incredible value to future sales, or possibly, give a second chance at a sale.
Follow-ups help in nurturing relationships with potential customers. It shows that you value their time and interest and want to build genuine trust and rapport
Follow-ups provide an opportunity to address questions or concerns that could have affected their purchasing decision.
Follow-ups can keep your product or service at the top of their mind for next time. This is particularly important in markets where there may be multiple options
Follow-ups can uncover the gaps in your product or service that influenced their decision, providing valuable insights into areas that may need improvement.
Follow-ups can help you hone your message by learning where to focus their attention for maximum impact
There isn’t a way to download their thoughts for analysis and, really, good luck with trying to get them to agree to putting their thoughts on a memory stick! Fortunately, the solution is much simpler: ask them! It truly is a bit of a lost art because surveys have taken the place of phone calls and AI has taken the place of human connection. While these things have their place, nothing beats the time-tested, low-tech phone call.
Excellent question! Follow-ups are better than no follow-ups, but the best kind of follow-ups are third-party follow-ups!
Using a Third Party is the best way to get around the natural inhibition to tell people things that they don’t want to hear. People are more willing to tell strangers how they really feel about someone else. Hairdressers and barbers all over the world know this phenomenon and offer their patrons a bit of a therapy session in addition to their hair artistry.
While we don’t do hair, we offer a sympathetic ear. Rapport, empathy, and chemistry — these are things that AI can never have. We are still about humans talking to humans, asking the questions you want to ask, so that you can get the answers you really need. Our short-form Touchpoint format allows you to make unscheduled, short calls to collect hot takes from a third party.
A Touchpoint is a request to reach a contact to ask them up to three questions. It is the unit we use to count your usage and is counted whether or not we are able to successfully reach your contact. While we do try several times to connect with your contact, we can't force them to pick up the phone!
We find that this format enables us to make unscheduled calls where we can promise that we won't take much of your contact's time. This increases their likelhood of agreeing to talk and to provide more candid responses that are closer to what they really feel, rather than what they want to tell you they feel.
In the list you provide to us, you provide their contact information and their preferred method of communication. We'll use whichever method you indicate is their preferred method.
Our team does! You can be sure that your contacts will be talking to a real live human being because, let's face it, nobody likes talking to a machine.
A typical call lasts about 5 minutes. We introduce ourselves as an unbiased third party calling on your behalf to gain some insights on their interaction with your company. Next, we ask for a few minutes of their time to go over your questions. During our conversation, we take notes. Once we finish up, we thank them for their time.
We have a reporting section that allows yout to view all of the Touchpoints that we're done with regardless of whether we got to talk to them or not. If we did, we'll tell you what they said. You can also download the list as a spreadsheet so that you can slice and dice to your heart's content!
Yes, of course! Our usage-based pricing means that you'll only need to pay for the current month, plus any Touchpoints above your allocation. We don't apply any extra fees or cancellation charges.
| Per Touchpoint | |
|---|---|
| Up to 25 | $8.49 |
| Up to 50 | $7.99 |
| Up to 100 | $7.49 |
| 100 or more | $6.49 |
Ready to gain valuable insights and improve customer satisfaction? Sign up today and start collecting actionable feedback from your customers so that you can have the information you need to continuously improve your business.
