Many small businesses in Nepal focus heavily on selling — but forget what happens after the sale. This is a missed opportunity. After-sales service is the bridge between a one-time buyer and a loyal customer. And loyalty matters, especially in local and competitive markets.
“A satisfied customer will return. A supported customer will refer others.”
1. Why After-Sales Matters for Nepali MSMEs
- Builds repeat business: It’s easier and cheaper to sell to an existing customer than to find a new one.
- Improves word-of-mouth: Happy customers talk — especially in small communities and business circles.
- Increases trust: Especially important in Nepal, where trust often matters more than advertising.
- Reduces refunds or returns: Good support prevents problems from becoming bigger issues.
2. Common Types of After-Sales Activities
- Follow-up call or message: Asking if the customer is satisfied with the product/service.
- Usage support: Guiding the customer on how to use or maintain the product properly.
- Warranty or repair: Offering support for damaged or malfunctioning items (if applicable).
- Replacements and returns: Having a clear and fair policy builds credibility.
- Customer feedback: Asking what can be improved makes the customer feel heard.
3. Practical After-Sales Ideas for Small Businesses
- Send a thank-you SMS: Within 1–2 days of purchase
- Provide a care or usage tip: Especially for handmade, food, or tech products
- Record contact details: Maintain a simple customer list for follow-up and promotions
- Offer a small discount for next purchase: To encourage repeat visits
- Send festival or seasonal greetings: Shows your business values relationships
4. Building a Simple After-Sales Process
- Capture contact info: Name and mobile number at the time of sale
- Schedule follow-ups: A simple diary or mobile reminder can help
- Document issues and feedback: Track complaints and requests for future improvement
- Train staff: Ensure employees know how to handle customer issues politely
5. After-Sales in Different Sectors
- Retail: Offer return/exchange period, warranty claim assistance
- Services: Follow-up after service delivery to ensure satisfaction
- Agri or Food: Provide storage or usage tips, invite customers to taste trials or re-orders
- Handicraft: Offer care instructions, packaging guidance for gifting
6. Things to Avoid
- Ignoring complaints or being defensive
- Promising things you cannot deliver
- Being unresponsive after payment
- Using untrained staff for customer interactions
“People may forget what you sold, but they will remember how you made them feel after the sale.”
Final Words
After-sales doesn’t require big investments — only consistency, care, and a customer-first attitude. For small businesses in Nepal, this is a powerful way to build a strong local reputation and long-term growth. Whether you’re selling dalmoth, clothing, electronics, or services, taking care of customers after the sale will keep your business relevant, respected, and recommended.
