Have you ever received a call from a supplier of yours or some place that you purchased a product? I think we all have, one thing that drives me crazy is when the person on the other end of the phone has absolutely nothing to say to me that is of any value. I get a monthly call from a supplier (and I really like their product) but the calls are annoying and a waste of his time and mine in my opinion. I have told him over and over again that we are happy with their product and I do not need any changes right now, and he tries to up-sell me on the same feature I have told him we don’t need. This is like negative advertising. So here is a tip, if you want to do frequent account management calls you have to have something of substance that has the potential to help me with my business or with my recent purchase. If not, don’t call. If you have not spoken to a customer in a year then I think it is fine to check in and just ensure that everything is going okay with your product or service. Most of the time if there is nothing they will respond with “Thanks for the call”. Mission accomplished. Its the frequently calls that are the problem. The key is to think, and sometime thinking is hard so poor account managers choose to be lazy. Come up with ideas that will assist your customer. If you are selling software, talk about new features that are coming out and how they could benefit your customer. If you are following up on customer who purchased a car from you discuss methods to get the best fuel efficiency. Key is educate, communicate like an expert and your customers will appreciate your account management calls. Thanks for listening
