Rajiv Malhotra ko Jaipur wale dealer se achhi ummeed thi. Usne Rajiv ki knitwear range dekhi thi, winter collection ke baare mein samajhdaari wale sawaal pooche the aur samples maange the. Rajiv ke salesman ne usi hafte courier se samples bhej diye. Lag raha tha ki ek-do sales follow-up mein deal ho jaayegi.
Phir kuch nahi hua. Na order aaya, na call. Chhe hafte baad jab Rajiv ne meeting mein poocha, toh salesman sar khujaane laga. “Sir, maine ek baar call kiya tha. Unhone kaha samples check karke batayenge. Mujhe laga woh khud call karenge.”
Kisi ne kisi ko call nahi kiya. Jab aakhir mein Rajiv ne khud dealer ko phone kiya, tab tak woh apna season ka order kisi aur manufacturer ko de chuka tha. “Aapke samples achhe the,” dealer ne politely kaha. “Par kisi ne follow-up hi nahi kiya, toh mujhe laga aapko interest nahi hai.”
Usi shaam Rajiv Ludhiana ke bahar ek dhabe par Bhupi paaji ke saath baitha tha. “Paaji, samples, courier, catalogue, portals, sab par paisa lagaate hain. Aur phir ek follow-up miss hone se dealer chala jaata hai. Yeh kaise rokun?”
Bhupi paaji ne chai hilaate hue kaha, “Pehle ek baat batao. Us dealer ka agla call kahan likha tha?” Rajiv ne kuch kehne ke liye munh khola, phir band kar liya. “Kahin nahi,” usne maana.
“Aisa lagbhag kabhi nahi hota ki salesman kaamchor hai,” Bhupi paaji bole. Follow-up isliye chhoot-te hain kyunki woh aisi cheezon par chalte hain jo aaj nahi toh kal fail hongi hi:
Key takeaway: Follow-up miss hona system ki problem hai, logon ki nahi. Agar agla step sirf kisi ke dimaag ya phone mein hai, toh ek din woh bhool hi jaayega.
“Har Sunday main Phagwara mein apne gurdwara ke langar mein seva karta hoon,” Bhupi paaji ne kaha. “Saikdon log khaana khaate hain. Sevadar sab volunteers hain. Phir bhi langar kabhi late nahi hota. Pata hai kyun?”
“Saturday shaam, kisi ke ghar jaane se pehle, hamare pradhan ji ek board par likhte hain: atta kaun laayega, dal kaun banayega, bade deg kaun dhoyega, kaun kitne baje pahunchega. Koi bhi ‘dekh lenge’ bol kar nahi jaata. Sunday subah saat baje woh board dekhte hain. Agar ek naam missing hai, toh problem banne se pehle hi kisi aur ko call kar lete hain.”
“Teen cheezein,” unhone ungliyon par gina. “Agla kaam aur uska time kisi ke jaane se pehle tay hota hai. Woh aisi jagah likha hota hai jahan sab dekh sakein. Aur ek insaan har subah board check karta hai. Aapki sales team ko bilkul aisa hi board chahiye.”
Rule 1: Har enquiry ko call khatam hone se pehle agli follow-up date milni chahiye. Phone rakhne se pehle salesman poochhe, “Aapko dobara kab call karun?” aur date ke saath ek line ka note likhe: “Samples check kar rahe hain, Thursday 11 baje call karna.”
Rule 2: Saari enquiries ek jagah. Phone calls, WhatsApp messages, walk-in, IndiaMART aur TradeIndia ki leads, website forms. Agar enquiries paanch jagah padi hain, toh follow-up unke beech ke gaps mein gir jaate hain.
Rule 3: Har subah ek follow-up list. Har salesman din ki shuruaat ek list se kare: aaj kis-kis ko call karna hai, pichhle call ke note ke saath.
Rule 4: Manager overdue list dekhe. Har subah manager ya owner sirf ek cheez dekhe: woh follow-up jinki date nikal chuki hai aur jo abhi tak nahi hue. Yahi pradhan ji ka board check karna hai. Kuch minute lagte hain aur Jaipur wala dealer chhe hafte se bahut pehle pakad mein aa jaata hai.
Rule 5: Common WhatsApp messages ke ready templates. Zyaadatar follow-up messages wahi gine-chune hote hain: quotation ke baad, samples ke baad, ek halka reminder, payment due. Inhe ek baar achhe se likh lijiye aur sabko use karne dijiye.
Rule 6: Staff jaaye toh sahi handover ho. Salesman ke aakhri din se pehle uski har open enquiry poori history ke saath kisi aur ko di jaaye. Naya banda agle hi din customer ko call kar sake, bina yeh pooche, “Sorry, aap kaun?”
Rule 7: Deal kyun gayi, yeh record karo. Jab enquiry lost mein close ho, salesman ek reason chune: price, delivery time, doosra supplier chuna, reply aana band, asli buyer nahi tha. Kuch mahinon baad yeh reasons aapko apne business ke baare mein kisi bhi meeting se zyaada bata denge.
Key takeaway: Sabse taakatwar aadat Rule 1 hai. Agar har call agli date ke saath khatam hota hai, toh baaki system ke paas kaam karne ke liye kuch hota hai.
Langar board wala system aap register ya shared Excel sheet se bhi shuru kar sakte hain. Problem yeh hai ki register kisi ko remind nahi karta. Follow-up reminder CRM yeh checking aapke liye karta hai, taaki koi follow-up date chupchaap na nikal jaaye. Ek achha CRM yeh kar sakta hai:
Software aadat ki jagah nahi leta. Woh aadat ko nibhaana bahut aasaan bana deta hai, khaaskar jab do-teen se zyaada log customers se baat kar rahe hon.
Rajiv ne us hafte kuch nahi khareeda. Pehle usne apne salesmen ko ikattha kiya aur ek rule banaya: koi bhi call bina agli date ke khatam nahi hoga. Phir sabse kaha ki apni diary aur phone se har open dealer enquiry ki list banao.
Usne Jaipur wale dealer ko ek baar aur call kiya, bechne ke liye nahi, bas yeh poochhne ke liye ki woh behtar kya kar sakta tha. “Follow-up kijiye,” dealer hans kar bola. “Aur agle season se pehle call kijiyega.” Is baar Rajiv ne date khud system mein daali, note ke saath.
“Paaji, itni chhoti si baat hai,” usne baad mein Bhupi paaji se kaha. “Bas ek date.”
“Langar bhi chhoti cheezon par hi chalta hai,” Bhupi paaji bole. “Board par ek naam aur ek time.”
Har business ke liye koi fix number nahi hai. Jab tak customer reply kar raha hai aur agli date de raha hai, follow-up karte rahiye. Agar kai polite koshishon ke baad reply band ho jaaye, toh enquiry ko reason ke saath lost mein close kariye aur agle season dobara try karne ka reminder laga dijiye.
Ek-do salespeople ke saath shuruaat aise kar sakte hain. Par sheet kisi ko remind nahi karti. Team badhne par follow-up reminder CRM daily aur overdue list automatic bana deta hai.
Shuruaat mein nahi. Chhoti team ke liye saved messages theek kaam karte hain. Official WhatsApp Business API se shared team inbox, approved templates aur automation milta hai. Meta apni alag per-message (conversation) fees leta hai, jo software provider ki fees se alag hoti hai.
Sukam Apps CRM aapki IndiaMART, TradeIndia, Justdial, Facebook aur website ki enquiries ek jagah laata hai, taaki follow-up diary aur phones ke beech kho na jaayein. Hum aapki purani leads Excel se import kar sakte hain, aur hamari team Punjab, Chandigarh aur Haryana mein aapke office aakar system setup karti hai aur staff ko training deti hai, baaki India mein online. Aapko phone aur WhatsApp par ek dedicated support person bhi milta hai. Free demo book kijiye ya +91 99142 49191 par call kijiye.
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