Have you ever started following a business on Instagram and been completely sucked in by all of their amazing branding and marketing? Before you know it you’ve made an inquiry or locked in your first purchase… but then the alarm bells go off. 

→ You get an email from them that doesn’t match the branding you’ve seen on social media. 

→ You have an interaction that feels unprofessional and not in alignment with what you’d expect from the founder (whose face you see in their Instagram Stories all the time). 

It leaves you doubting everything, right? You want to backpedal and make a stop on that credit card payment or cancel the booking you’ve just made! 

Have you ever wondered if you might be (accidentally) doing the same thing to your customers?

As the saying goes: “The fortune is in the follow up”? 

Sometimes in business we find ourselves on a roll and having new people wanting to do business with us—and it’s exciting! We’re getting inquiries! This momentum is probably because you’ve done such a great job of communicating your offering through your marketing; they can see that your business has the potential—and solutions—to help them. 

But how much thought have you put into what happens next in their customer journey? 

Does the next interaction they have with your business meet the expectations they’ve developed based on all of your marketing they’ve been seeing? 

And if not… are you potentially running the risk of them wanting to backaway before you’ve even had a chance to nurture the relationship? 

My little reminder for you: The customer journey doesn’t stop once you’ve received the inquiry! It’s just getting started! 

I’ve shared the systems we use at one of my dance schools, Port Macquarie Performing Arts, to retain and build relationships with the customers we already have in order to grow our business and increase our revenue. It’s all in this episode of How to Run a Successful Business (and still have a life!).