Generating Leads with Follow-up Calls for Service Feedback

This article is your go-to guide for using follow-up calls as a means to generate new business leads. It revolves around calling customers post-purchase for feedback while subtly introducing them to new offers or products. This strategy blends customer care with clever marketing, creating a win-win situation where customers feel valued and you get a chance to expand your business.

Tools & Skills Needed

  • Active Listening Skills: Crucial for understanding customer feedback.

  • Communication Skills: Essential for a clear, engaging conversation.

  • Product Knowledge: To confidently introduce and explain new offers.

  • Organizational Skills: For keeping track of who has been called and follow-up actions.


  • Customer List: With recent purchase details.

  • Phone: Your primary tool for making calls.

  • Feedback and Offer Script: To guide the conversation smoothly.

  • Note-taking Materials: For recording feedback and any follow-up actions.

  • Product/Service Information: Details of new offerings to share.


The Art of Follow-Up Calls

Follow-up calls, when done correctly, can be a goldmine for generating new leads. It’s a chance to show your customers that you care about their experience and are eager to improve. This approach not only builds trust but also opens doors for introducing new offerings in a non-intrusive manner.

  • 1. Why Follow-Up?

    • Customer Satisfaction: Understanding their experience can pinpoint areas for improvement.
    • Building Relationships: Showing genuine interest in customer feedback fosters loyalty.
    • Cross-Selling Opportunities: Introducing new products/services in the context of their feedback.

  • 2. When to Call?

    Ideally, within a week of the purchase or service completion. This ensures their experience is fresh in their mind.

  • 3. Crafting the Perfect Follow-Up Call

    • Begin with Gratitude: Thank them for choosing your service/product.
    • Seek Feedback: Gently inquire about their experience and listen actively.
    • Introduce New Offerings: Based on their feedback, introduce relevant new products or services.

Example Script for a Follow-Up Call

Ring… Ring…

You: Hi [Customer’s Name], this is [Your Name] from [Your Company]. I hope you’re doing well! I wanted to thank you for your recent purchase of [product/service]. We value your opinion and would love to hear about your experience with it.

[After listening to their feedback]

You: That’s really insightful, thank you. Based on what you’ve shared, I think you might be interested in [new product/service]. It complements what you’ve already purchased and could enhance your experience. Would you like to hear more about it?

Follow-up calls are more than just feedback sessions; they are a strategic avenue for lead generation and relationship building. By showing genuine concern for customer experience and aligning new offers with their needs, you create a natural pathway for business growth.