Frequently Asked Questions

1. Why should I outsource my customer follow-up?
Outsourcing your customer follow-up program has many benefits. First, it’s extremely cost effective. When you figure in all the costs involved to provide follow-up internally, it makes sense to have a professional follow-up company do it for you. You won’t have to worry about sick days, vacations or other job duties taking priority. Second, you can rest assured that each customer will be followed up with in a consistent manner. Inconsistency makes measuring results and effecting change very difficult. Finally, you know the follow-up will get done every time. Every business has good intentions, but we can turn those good intentions into reality by making sure every one of your customers gets the survey, call, gift and treatment they deserve. This translates into happy, profitable customers!

2. How can follow-up with existing customers help our bottom line?
Recent statistics have shown that businesses average $500 to $1,000 spent to acquire one new customer. In those same industries, retaining those customers could be achieved at one-tenth the cost. Imagine how much money you would spend filling your gas tank if it had hole in it. Now, relate this to your customer base. Plug the hole and you will see tremendous results to your bottom line.

3. How are you different from a Business Development Center (BDC)?
A business development center typically has your salespeople or other key people within your organization calling your prospects and customers to gather feedback and increase sales opportunity. Our approach is to free up your salespeople to do what they do best, which is sell. Also, we are a “neutral third party”, which means your customer’s defenses will lower and their honesty will increase. Your chances of getting crucial feedback and more revenue from them also increase dramatically!

4. Which customers should I follow up with?
Your first thought is to pick and choose the customers who you follow up with…right? By doing this, you feel you could save a few bucks by only appreciating those who really deserve it. Consider this process as the way to convert ALL your customers to being those who really deserve it. You’d be surprised how shocked the smaller customers are to know you appreciate them. You will be shocked to see the return on your investment when you extend your thanks to all of them. Besides…how many favorable responses from your customers will it take for this program to pay for itself?

5. How quickly should I follow up with my customers?
Your customers are the most excited about their purchase or their experience directly after it. If the experience went as you and they planned, they are on a “high” that will diminish over time…when their product gets dirty for the first time…when the bill comes…when everybody they could show it off to has already seen it. The faster you follow up with them, the higher the return. If they’re still showing all their friends you get the free advertising, and if they are still on that high, you can capitalize on your initial investment by recommending more opportunities!

6. Can you help me follow up with prospects?
The typical closing ratio of most companies is 15-20%. Imagine how many sales you may be leaving on the table by not staying in touch with them. Your prospects WILL “shop” you. What makes your company the one they will choose?

Converting your unsold prospects into sold customers is one of our specialties. Our Prospect Advantage program will thank every one of your prospects for inquiring with you and ask them for feedback regarding their experience with you thus far. You create word of mouth advertising so powerful that your prospects will often refer others to you even if they had already purchased somewhere else!

7. How do you get our customer names?
In many cases we can remotely log into your internal computer system and download your customer information. This method is non-intrusive, fast and painless. Our website also has a secure data center where you can enter your customer information and manage your data on-line. We also accept your customer information through email and fax. Our goal is to receive your information in the way that makes the most sense for you.

8. How much does it cost?
Our prices typically range between $5.95 and $29.95 plus shipping and handling per unit, with a small set up investment. However, we have many different services and too many products and variations within those services to list. You probably hear this often, but it’s much better for you if we can discuss your needs first. Upon understanding your needs we can provide information on the exact program to achieve your goal, as well as the pricing attached to this.

9. Why should I become an OCT client?
The OCT Group has been in business helping other business “turn good intentions into reality” since 1986. We are family-owned and have a strong set of core values and operating principles that will bring you the greatest return on your investment with each and every customer and prospect.

Besides this, we GUARANTEE you’ll be 100% satisfied. We stand behind our services and we’ll prove it. Ask any of our associates about our guarantee!