P.A.S.S. Framework Part 4 – Support
P.A.S.S. Framework Part 4 – Support
Why Real Marketing Doesn’t End at the Sale
You’ve Prospected. You’ve Acquired. You’ve Sold.
Now what?
For most businesses, the answer is… nothing.
The customer is left with the product and a vague hope someone might check in someday.
But in Smart Web Agencies, we do it differently. We support.
Support Isn’t an Add-On — It’s the Secret to Lifetime Value
At Smart Web, the Support stage is where relationships deepen. It’s not just about customer service. It’s about asking the right questions after the sale to spark loyalty, trust, and — let’s be honest — referrals.
Here’s what Support looks like in action:
1. Ask for Feedback (And Actually Listen)
After the sale or service, we send a short, personal message asking:
"How did we do? What could we do better?"
This isn’t a formality. It’s fuel. We use that feedback to:
Improve delivery
Spot early issues
Build testimonials (if it went great)
Fix fast (if it didn’t)
2. Offer Continued Support
The next message says:
"What other challenges are you facing in your business?"
This flips the switch from “vendor” to “trusted ally.” We’re not just selling marketing anymore. We’re offering guidance.
Maybe it’s:
A payroll system issue
A hiring challenge
A broken website from their nephew who never finished it 😅
We help them figure out next steps.
3. Connect Them to a Trusted Local Solution
And here’s where the Support magic happens:
We refer them to another vetted local business — a fellow Smart Web Member — who can solve that problem.
Now we’re creating:
Win-Win-Win: The client gets help, the partner gets a lead, and we look like legends.
Community Value: Our members grow together, not apart.
Referral Flywheel: Helping others = more inbound business for everyone.
Support = Trust
It’s easy to be impressive during a sales call.
It’s rare to be impressive a week later when you follow up just to help.
That’s what Support is about.
It’s how we grow trust.
It’s how we earn referrals.
It’s how we build a smarter, stronger, more connected local economy.
Ready to turn customers into your biggest fans?
Start using Support to become the local business everyone talks about — and trusts.
