ARTICLE / FERNANDO GASQUE
Give every customer a clear next step
Build a repeatable habit for lead follow up, service updates, and retention.
Make follow up someone’s responsibility
A good conversation is easy to lose when the next step lives only in your memory. Record the contact, the question they need answered, the next action, its owner, and the date.
Ask a useful question
For a proposal, ask whether anything in the scope needs clarification and when the buyer expects to decide. For an older contact, ask about upcoming work and whether they are the right person to speak with.
Keep the customer informed
Agree on who communicates schedule changes, what the crew documents, and how issues are escalated. A simple service update can help the customer understand what was completed and what still needs attention.
Learn from an account that leaves
Confirm the customer’s request, invite honest feedback, and ask whether a specific improvement would be useful. Respect their decision and organize a clear handoff when the relationship ends.
Review the process each week
Look at overdue follow ups, unresolved service issues, upcoming renewals, and unpaid invoices. Choose a small number of actions and give each one a clear owner.
Let’s put this into practice.
Tell me where your business is today and what you want to work toward next.
Start with a conversation