Post Sale Member Service

Full Transcript

Congratulations. You closed the sale! Now what?

Closing the sale is not the finish line; it’s the starting point of a beautiful relationships. Your belief system, your attitude, which allowed you to seal the deal… that’s the foundation upon which you’re building lasting connections.

The same belief in yourself, your credit union, your loans, accounts, the benefits of membership… that is what won the sale. That’s your ticket to a member for life.

You’ve, essentially, made a friend. You provided value, a compelling reason to buy, and that’s why they chose you. But here’s the magic – that same magic will make them choose you again and again. 

Why? Because you’re not just transactional; you’re relational. You’ve built trust. And trust, my friends, is the currency of long-term success.

Now, let’s talk strategy because too often we think of “the close” as the end, when in fact, it’s just the beginning.

Let’s go back to the fact that you’ve just made a friend. Tell me, from your own personal experiences, how engaged are you with that one friend who sends a Christmas card once every year… maybe does a happy birthday notice on Facebook? Likewise, what about the friend who oversteps boundaries, invades privacy, and expects you to be always available?

 You don’t want to be either one of those, right? The key is striking a balance that works for each member.

Schedule regular check-ins. Whether it’s a call, a thoughtful email, a handwritten note or even commenting on a social post, the key is doing it, and being consistent. Automation is your secret weapon. Use it for key dates, such as birthdays, anniversaries, milestones. 

But don’t just rely on this. Make sure you are scheduling intentional, personal check-ins, too. Be friendly, be different, be believable. 

This leads me into active listening. Before you pitch a loan product, checking account, etc., does what you’re selling fit the member’s needs and wants? Take good notes during your interactions and, hey, put it into your CRM. Even if it’s just an Excel file, it’s your treasure trove of insights. Hold on to that.

When you do engage with members, send follow-ups. Summarize key points and set reminders for any upcoming appointments you may have set. Then, watch as your members feel not just heard but truly understood. 

In summary… your journey doesn’t end at the closing of a sale, it’s the beginning of a relationship. By staying engaged, not only are you working on gaining more products per member, but you are also working toward more referrals and recommendations. Studies have shown that 92% of consumers trust referrals from people they know. 

Stay value-driven and work just as hard at nurturing the relationship as you did for that initial sale. 

And as always, remember… Ideas spark change; actions ignite it.

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Alex VanHaasteren

Senior Web Developer

Alex is YMC’s Senior Web Developer and, as the title suggests, she is an absolute pro! While she initially started in graphic design – working long and hard to expertly bring concepts to life – she also felt drawn to technology and applying her natural ability to problem solve. Web Development proved the perfect blend of her creative passion and technical savvy.

When Alex is out with friends – including her YMC colleagues – she’s up for Greek cuisine or some good pulled pork BBQ washed down with Diet Coke. Or an Old Fashioned, if the occasion demands. Someday, she hopes to go to Africa on a safari. Hopefully she’ll see a giraffe in the wild, because – as she’s pointed out – its neck is too short to reach the ground!

When she isn’t jamming out to T-Swift, she’s happy to impart some marketing words of wisdom, “Aim to create something unforgettable.” For day-to-day inspiration, she would remind you of two fundamental truths: You decide your happiness, and Ice cream is its own food group—not just a dessert.

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