I just received a very nice note from a candidate I supported for the Senate. He lost, but his follow up was gracious and appreciative. Of course it was computer generated–I wasn’t a major donor–but it was done well and gratifying to receive.

I also got a phone call from a major airline that had lost my bag for three days. Since I was submitting for expenses, someone called to confirm that they had approved my request. The person then proceeded to butcher my mailing address (for confirmation), leaving out the zip code and asked me to call if the address wasn’t correct. There was no call back number.

Follow up is key in both leadership and customer service. It is powerful when done right and digs your pit deeper when done poorly.

If you can’t follow up well, then you probably shouldn’t try. But thoughtful people who do follow up always get ahead.