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well as files on some of the ones who didn't buy, but were what we considered to be "warm" leads for future purchases.

It was imperative that your customer was mailed a "Thank You" card with your business card inside (and your signature) within 48 hours of their purchase, whether they had received that furniture yet or not. It was also imperative that you kept notes on those warm leads and followed up with them as often as was prescribed in the notes you kept. The key here is the phrase "follow-up." If you don't stay in their minds, you will lose that future sale.

Regardless of the size or type of business you own or manage, customer service is the heartbeat of that business. Listen to how many businesses tout their customer service ethics in their advertising. Nearly every business out there uses that theme at some point in time in their marketing strategy. Unfortunately, most of them don't practice what they are preaching. You see an appealing ad on TV for a product that you are contemplating purchasing. The showroom floor is well stocked, organized, and clean. Off to the side you see a busy customer counter with people walking away with a smile on their face. So you decide the business is worth investigating for your possible purchase.

Upon arriving at the advertiser's shop, you open the front doors, walk in about 10 feet, and stop dead in your tracks. The store is devoid of any customer activity, the shelves are half stocked, and the floor looks like it hasn't been swept in a month. As if this wasn't enough to deter you, that greeting that you got when you walked into the business came from a gentleman, parked on his butt behind a sales counter, reading the morning paper, and smoking a cigar. Wow! How's that for presentation? It really warms you up for making your purchase at his store doesn't it? And you think I'm kidding about that scenario, but I'm not.

Customer service is the lifeblood of any business, no matter how big or how small. It's all well and good that you thank that customer once they've made their purchase and assist them out to their vehicle with their purchase, but you have to remember that this is just the start of quality customer service. It's far from over, it's just beginning.

You or your sales person should be going out of your way to contact that customer with another thank you within two to three days. Not only should you thank them for their business, you should ask them if they've had time to enjoy the item. It's also a great time

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