The 5-Touch Follow-Up:

Touch 1: Thank customer immediately after purchase Touch 2: Day before delivery — confirm delivery time Touch 3: Day after delivery — check satisfaction Touch 4: One week later — ask for review/referral Touch 5: One month later — new product update/special offer

Handling Complaints:

Never argue. Even if you are right.

The LEAP method:

• Listen — Let them express fully without interrupting
• Empathise — “I completely understand your frustration”
• Apologise — “I’m so sorry for this experience”
• Provide solution — “Here’s what I will do to make it right”

A well-handled complaint creates MORE loyal customers than no complaint at all.

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