How to call a customer after a sale: three calls, the questions and catching problems early
Sado AI team · · 4 min read
In short
An after-sale call catches a problem before it turns into a return or a bad review. For goods that are delivered or installed, three calls are enough: the day after delivery (did it arrive intact, was it installed), a week later (questions about use) and after a month (warranty, servicing, accessories they may need). Ask two or three questions in each. If a problem comes up, create a task for a technician or manager on that call and tell the customer an exact time.
Why call after a sale
With air conditioners, furniture or home appliances, the sale is only half the job. The customer’s opinion forms on delivery day and in the first week. A scratch, a missing screw or a confusing button looks minor to you, but to the customer it’s a reason to return the item or write a bad review.
Many customers never call themselves. They just stay quiet and go to another shop next time. An after-sale call breaks that silence.
Three calls and their questions
| Call | When | What to ask |
|---|---|---|
| First | The day after delivery or installation | Did it all arrive intact and complete? Was the installation fine? Did the technician clean up? |
| Second | 7–10 days later | Is it easy to use? Any confusing buttons or modes? Do you have the warranty card? |
| Third | About a month later | Is everything fine? Remind them when servicing or a filter change is due; if they’re happy, ask for a review |
For a cheap item or one that’s used up quickly, one call is enough. Three calls are for goods that need delivery, installation or setting up.
Example: the call after installation
Sado: Assalomu alaykum, this is Shohruh from Salqin Iqlim. Your air conditioner was installed yesterday. Is everything all right?
Caller: Hello. It cools, but a little water is dripping from the indoor unit.
Sado: Good that you told me, that shouldn’t happen. Could our technician come and look tomorrow? The morning is free from ten to twelve.
Caller: Yes, ten is fine.
Sado: All right, I’ve booked ten tomorrow. It’s under warranty, so there’s nothing to pay. The technician will call before he sets off.
Caller: Thanks, that’s great.
The customer wouldn’t have called: they would have put it off, the wall would have got wet within a week, and the complaint would have been far worse. The call closed a small problem in a day.
Setting up after-sale calls
- Record the delivery or installation date for every sale: the call times are set from it.
- Write two or three questions for each call, no more.
- Mark the answers: “all fine”, “has a question”, “problem”. For a problem, create a task for a technician or manager on that call.
- Tell the customer an exact time, and once the task is done, check with a short call.
- Once a month, count the problems: which model, which technician or which warehouse causes them most.
What not to do
- Don’t offer a new product on the first call: the customer is still checking the one they bought.
- Don’t say goodbye before you hear the answer to “is everything all right?”. Pause and let them think.
- Don’t play the problem down with “that’s normal”. Let the technician look first, then draw conclusions.
- Don’t call too early or too late: for example, 10 am to 8 pm.
After-sale calls with an AI operator
Calling dozens of customers three times each every day is a job for a separate employee. With Sado’s auto-calls you upload the day’s list from Excel, or your software sends it by API. The AI operator talks with each customer in Uzbek or Russian, asks your questions, creates a task when there’s a problem and books a technician visit if needed.
If the customer calls later themselves, the same operator answers incoming calls day and night. Every conversation’s recording, transcript and answers are in the portal. Try it live or call 78 778 01 23.
Questions
When should you call a customer after a sale?
The first call goes the day after delivery or installation. The next ones depend on the product: for example, a week and a month later.
Are the later calls needed if the customer said “all fine”?
Yes, but keep them short. A happy customer is easiest to ask for a review after a month.
How much do these calls cost?
With Sado you pay only for talked minutes: 800 so‘m a minute. For example, 30 calls of a minute and a half a day: 45 minutes × 800 = 36,000 so‘m.