Amazing ... Sad ... But True ...

[trafficwave]

A few weeks ago, I launched a search for some vinyl lettering to put on my vehicles. I'm wanting to launch a local site and thought it would be a good idea to put a brief pitch and URL on my vehicle windows.

So I do the standard Google searches, check out a few sites, and I ask a few questions on some of them about design specifications, pricing, etc...

I found a great site with a really neat tool to select my vehicle and test out different copy, sizes, colors, and so on.

I place my order.

TODAY ... over 2 weeks later ... one of the companies I had emailed finally decided to get back to me with a completely unhelpful response to my question.

I had to inform them that as it had been more than two weeks since I had asked my question, the window of opportunity had passed. I had already placed my order with a competitor.

Proof that no matter what you are selling.... the fortune is in the followup!

I wonder how many sales are lost due to a lack of followup or inefficient followup?

Reminds of an experience back when I was Marketing Director for a Financial Services company in Houston TX.

We had closed a deal with a company from Tennessee.
I knew they were VERY close to one of our competitors.
I knew that the competitor was less expensive.

When we got the contract done and completed the first round of funding, I asked the business owner why they chose us over the closer, less expensive competitor.

Their answer:

Wait for it ....

"Because you called me back!"

This client stayed with us for years and generated tens of thousands in commissions for me.

[jbolte1976]

When your in business (either on-line or off-line) Good customer service isn't an option. Either you have it or you don't have (or keep) your customers. Unfortunately your story isn't totally uncommon. Thank God for competition!

[TimothyW]

I hear ya. That's just one of many basic, basic sales/marketing 'methods' many don't even use.

They are free, obvious, and easy -- yet they don't get used.

Another example (there are MANY!) -- call any business as if you are a potential customer. See if they ask, "where did you hear about us."

This stuff KILLLLLS me!

-- TW

[Takuya Hikichi]

This afternoon, I had an appointment with an attorney at 1:30pm. I drove there, arriving on time and front desk girl said.

"Oh, I am sorry, the attorney had to go to court. It was a last minute thing. You can either return at 4pm or reschedule for tomorrow".

I said to her,

"Yeah, right. Call me next time please" and left. I dropped him from the case. I am now going with another dude.

[trafficwave]

Originally Posted by jbolte1976

Unfortunately your story isn't totally uncommon. Thank God for competition!

So true!

Some of my best customers have come to me from competitors for one reason or another. Lack of followup, lack of support, etc...

We'll take 'em all!

[Sirius Lin]

It just goes to show how much we continue to value good customer service even in this time and age of instant gratification.

Recently, I was looking for a replacement for my old printer and I went to an electronics store without intending to purchase that day - just wanted to see what was on the market. The saleslady was extremely helpful, asking me what I needed to use the printer for and went to the backroom to get me some sales brochure. In the end, I left the store with a printer.

So here's the deal, IMers - when a potential customer asks a question, reply while they're still interested

~ Sirius

[BIG Mike]

I can't begin to count the number of times I've "Snagged" a new customer away from my competitors for this very reason. And invariably, they more or less become customers for life, if for no other reason than I remain directly accessible via email rather than hide behind an autoresponder or other levels of contact.

What my competitors seemingly fail to grasp is that, that one customer is worth much more than an immediate sale - the lifetime value of the customer quickly adds up. All because I bother to take a minute or two out to reply to them [Customers].

What's more, I regularly pick up new customers from that original one, who is so delighted with my responsiveness that they gladly refer others to me directly. This is one of the foundations of building a long-term, sustainable business online or off.

I've tried and tested many of the available options such as autoresponders, help desk, VA, etc., to handle the correspondence, and always came back to doing it myself. Often when I say this, I'm immediately put down as having a small list - nothing could be further from the truth. Regardless, list size is not relevant when it comes to communicating with prospects and/or building relationships with an active list of regular buyers.

Just take a lesson from some of the marketers out there who publish their email address and respond if merited - Allen Says, Paul Myers, etc. it works!

[Jim Burney]

Great Thread

Mike you said

Just take a lesson from some of the marketers out there who publish their email address and respond if merited - Allen Says, Paul Myers, etc. it works!

Is that sentence a contradiction or get out clause!

Jim

[Eric Johnson]

Man, with email you gotta have a get out clause. If not you will get buried under a million "Hey, I'm new here and would love it if you would come speak to my kids birthday party. He is 6 and I want him to get involved in internet marketing. I tried Frank Kern but he was surfing." posts.

[BIG Mike]

Originally Posted by Jim Burney

Great Thread

Mike you said



Is that sentence a contradiction or get out clause!

Jim

LOL - really neither; I get a lot of email that doesn't require a response - certainly more than the email that does.

[trafficwave]

A good AutoResponder won't replace customer service or contact. It's a tool. Used properly, it can enhance the overall experience and efficiency.

But to continue the story... my vinyl letter package showed up today.

I had ordered 2 sets ... one for each suburban.
I was very excited. They look great.

BUT .... only 1 set arrived.

I called the number on the sales receipt.
They apologized profusely and are getting another set out today to arrive tomorrow.

Consider me a happy customer.

Guess where I'll be going to do my next vinyl letter sets!

[trafficwave]

Happened again:

In the aftermath of Hurricane Ike, we have repairs that need to be done.

Contractor said he'd be here at 11AM. Showed up AFTER noon.
No apology.
No explanation.

I should mention that he will be doing NO work on my house.

[Jesus Perez]

Which company did you use? I've had my eye on Vinyl Lettering Banners Decals Custom Graphics Stickers for a while.

[trafficwave]

I went with Vinyl Lettering, Custom Signs, Vinyl Banners and Vinyl Decals at SpeedySigns.com

Their online tool let me see what the letters would look like on my Suburban.

I wish I had gone bigger now but I'm getting some decent response. People definitely ask me what it's about and my list is growing daily.

[Jonathan Mizel]

We use to have a saying in our office... If you need money, just pick up the phone.

Jonathan

[ShayRockhold]

It is really sad how little customer service you get these days.

However, these are the same people who complain that sales are down because of the economy, etc.

They don't realize how many sales walk away because of their actions.