Post-Sales Management & "The Reconquest"
- Professionalization of the Last Mile (Installation).
- Reduction of the COPQ (Cost of Poor Quality).
- Protocols to turn detractors into brand ambassadors.
The Last Mile: "First-Time-Right" Installation
I professionalize the delivery and assembly phase. I help build protocols that ensure everything is right the first time, drastically reducing repeat visits and the hidden cost of poor quality (COPQ).
Field SOPs
Standardized assembly and delivery criteria for the field team.
COPQ Control
Real-time measurement of the financial impact of each incident.
Verification Checklists
Mandatory digital points before closing an order as delivered.
Installer Alignment
Training focused on technical excellence and customer treatment.
Protocolos de Reconquista
Reconquest Protocols: Turning Noise into Trust
I collaborate in creating strategies for managing dissatisfied customers. The goal is to capture the root cause of the incident to correct the system, not to find culprits, transforming a complaint into a bridge of trust.
Response Architecture
Defined flows to address incidents with speed and professional authority.
Root Cause Analysis (RCA)
Methodology to prevent the same error from recurring in the system.
Detractor Conversion
Specific actions to turn a bad experience into an active recommendation.
Escalation Governance
Clarity on who decides what when a threshold of technical or economic complexity is reached.
Frequently Asked Questions (Post-Sales)
Q1.Why do you say post-sales is marketing?
Because in the era of reviews, how you solve a problem speaks louder than any ad. A successful reconquest generates the most honest recommendation possible.
Q2.What is COPQ and how does it affect me?
It's the Cost of Poor Quality. It includes the installer's time returning to the site, replaced material, and opportunity cost. It's usually the 'black hole' of net profit.
Q3.How do we prevent installers from hiding errors?
By changing the culture of blame for a culture of system. If the error is systemic, we reward them for detecting it and helping us prevent it from happening again.
Q4.Can post-sales be automated?
Tracking and data capture can be automated, but reconquest requires a human response architecture enabled by the system.