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When it comes to the “follow-up” after you’ve gotten your customer, there’s a lot of this you can automate, of course. Autoresponders, for example, are a great way to follow-up with customers instantaneously in many instances. However, they’re not good for everything, and this is where being able to “man the phones” is going to benefit your business greatly.

If someone joins your list and takes you up on an initial offer, it may be, certainly, that sending an email to thank them for their purchase or canned “welcome to the list” message is enough. However, some people may need more than that, and in that case, a real call from a live person, done person-to-person over the phone, speaks to the personal touch that will set you apart from your competitors. And, of course, it will also answer customers’ questions in the way a “frequently asked questions” section simply can’t.

If you call someone live (or you have someone do it for you), the customer can ask whatever he or she wants to and get an answer immediately. Today, we live in a world of immediate gratification, where “right now” is the norm. To beat competitors, you can do things faster and better — and right now — with some live calls. Do things right, and you’ll stand out.

The thing is, we’ve begun to ignore the phone as a communications technique, what with the easy availability and convenience of email. However, it can be very powerful indeed. Imagine being a new subscriber and getting a call from the person you’ve just subscribed with. Wouldn’t you be impressed? Oftentimes, too, subscribers like the immediacy of phone calls versus the “wait-and-see” climate an email communications technique can set up.

Another option here is still a live person with a twist. If you have the ability, set up the option for live chat with an operator. Customers get the same right now service and you gain the trust and dependability. Having people man the phones is not only beneficial to the customer, it’s also beneficial to you as a business owner.

With live customer service either via chat or phone, you’re telling your customers that you care and that you want them to be satisfied. Being available to talk live (even through live chat) is going to make you stand apart from your competition in ways that are immeasurable. It also shows that you’re confident enough in both your business and your product that you can speak to customers anytime about their concerns. That’s very powerful, as you can see.

So after that customer joins your list, have someone waiting to give them a call within five or ten minutes. Don’t announce it to them; just call them and do the “welcome to XYZ Company and how can we be of service to you” type of thing. Your customer will be so amazed that there are real people at the other end that they will probably re-visit your site within 12 hours. Even better yet, they will tell other people about it and they will visit, probably join and start buying.

You get that from just one little short phone call or live chat of a few minutes’ length.

On a side note, you can get information from a customer through live conversation that you would never be able to approach with an email. Ask if there are any other areas they have an interest in. Maybe you have a product they will try. Do they have hobbies?

Simply talking to customers can help you find out more about them, not just to “data mine,” but to get to know them so that they’ll fill comfortable with you.

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