Does your post-sale follow-up process waste valuable time? In this piece, customer relationships expert Greg Nicolle gives five tips to speed things up.
What if the real cost of doing business isn’t in the sale you didn’t close, but in what happens after the one you did?
For small-business owners already stretched thin, post-purchase inefficiencies are silent killers. They clog up calendars, drain mental energy and keep you reacting instead of building.
Here are five ways your post-sale process might be stealing your valuable minutes and how to win them back through smarter habits and sharper thinking.
1. You are still playing email tag with every client
Manually following up with every customer might feel personal, however it can quickly become a time drain. If you are retyping the same ‘Thanks for your purchase’ or ‘How did we do?’ message every time, create a few saved templates to speed things up.
Even better, consider using a CRM platform to store those templates and automate when they go out, so you stay consistent without being hands-on every time. It still feels warm but doesn’t burn hours between visits.
2. Your process is scattered across too many places
When notes are in your diary, quotes live in your email drafts, and jobs are listed on a whiteboard, it’s easy to drop the ball. Even a basic folder system or designated notebook can help consolidate key information and reduce the scramble.
Some businesses take it one step further, using simple cloud-based tools to centralise documents, track jobs and keep their team on the same page, even if that team is just you.
3. You are re-answering the same questions
If you are constantly fielding queries about delivery windows, cancellation terms or product care, consider creating a post-sale checklist or handout to share up front. You could also build a simple FAQ page on your website or include a short FAQ section in your follow-up communications, giving customers clear answers before they need to ask.
Fewer calls, fewer emails and happier clients, plus the confidence that every customer is getting the right information, every time.
4. You are leaving rebookings to chance
If your service is one customers need more than once, don’t wait for them to remember. Make the next step part of the conversation.
A local plumber, for instance, began adding a handwritten note with their invoice, ‘Let me know if you would like a reminder next year for your hot water check.’ Many clients said yes, so he now marks it in his calendar and follows up when the time comes. Simple, proactive and effective.
For businesses looking to streamline that process, a basic calendar app or simple booking tool can prompt you, or your customer, when it’s time to reconnect. Rebookings are easier to secure when they are built into your workflow from the start.
5. You are hoping for reviews instead of prompting them
Happy customers are often willing to leave a review, they just need a little nudge. It could be as easy as a thank you text, a note on the receipt, or even a sticker on your packaging with a friendly call to action.
One pest controller pops a fridge magnet into their post-service envelope: ‘Loved our service? Leave us a review, it helps others find us too.’ The result? More reviews, stronger reputation and more referrals.
Time isn’t just money – it’s momentum.
The businesses that grow are the ones that protect their time and put it where it matters most. Your post-sale process doesn’t need to be high-tech. It just needs to be thoughtful, consistent and easy to maintain.
Find the gaps. Tighten the process. Reclaim your time and keep your business moving forward.
