Chapter 3: Following Up on the Online Survey After the survey link is sent, wait a few days. Then, try one of these follow-up approaches. If you go with the phone call method, record the call using Rev or another recording service. The Phone Call Follow-Up "Hi [Name] it's [Your name]. Is this a good time to talk?" If they say yes, say this:
“Terrific. I hope you are doing well and enjoying your new home.”
“I wanted to follow up with you about an email I sent previously that had a short survey on it about our experience working together. I haven’t heard from you, so I wanted to make sure you got it.” One of three things will happen:
a) They say yes and say they are working on it and will send it soon. b) They say yes, they got the email, but have not had the time to get to it. c) They say they did not get the email.
If the client answers with either B or C, ask if they would prefer to answer the questions over the phone, since you’re already chatting. They might say they’re too busy at the moment, and, if that’s the case, offer to resend the survey link. If they agree to answer your questions at that moment, ask the questions and record the answers using Rev. You can say:
“Do you mind if I record your answers? I want to make sure I don’t miss any important information.”
After the questionnaire, thank your clients for their time. Then, ask if you can turn their answers into testimonials. Assure your clients you will send them the testimonials to approve before you use them and will give them the final say on whether or not you do. There are several reasons this method is the most effective form of follow-up: ● You're not allowing your clients’ lives to stop them from giving you a great testimonial. ● You are making it as easy as possible for your clients to give you testimonials by doing all of the work for them. ● You're taking away any excuse they have to not answer your questions.
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