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Businesses need to check their dang email.

by NewParadigm
19 replies
I've run into this time and time again. Fill out a sales/info inquiry form, or send an email from a small biz site and never hear from them. Here I am a live interested prospect emailing them for info/quote etc......No reply.

I just did it with an insulation contractor as I will probably spend $1-$2k upgrading insulation in my home. No reply.

When thinking about it, it happens to me probably as high as 80% of the time. I would say 7-8 out of 10 inquiries go UNanswered.

It happened with an HVAC contractor I talked to on the phone too. I told him my AC was broke and was 27 yrs old, that'll I'll probably need a new one. He said he'd come out on a saturday to look. No show. No call. I am now getting a new AC and furnace between $5-$6k this week, and he wasn't invited to bid. I guess he's too fat n happy! I think I'll send him the invoice from my new HVAC system purchase.

Other than beating them on the head telling them to read their email, I move on to another business. Maybe I'll sell them a shocking device for a jolt every time they get an online inquiry if they are too lazy to check for inqueries.
#businesses #check #dang #email
  • Profile picture of the author bob ross
    One thing that could be happening is that the contractor pays someone to build them a website but they never check their emails.

    I know this is a real possibility, some of these guys don't even know how to use email yet their web designer most likely put a request form in so the emails might just sit there.
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  • Profile picture of the author KingOfContentMarketing
    I gave a contractor a solid lead for a huge home remodel and they never followed up. Said they got too busy. The home owner posts photos on Facebook on the status of the job the competitor is now handling. Doh.
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  • Profile picture of the author Voasi
    Yup, this is a problem I have with my clients and discussion we have all the time.

    It's funny, small business owners think the problem with their business is "I NEED MORE TRAFFIC"...when in reality, it's more about systems and processes that need to be put in place.

    One of my clients, a network cabling company, would send every call to an automated answering machine, for the caller to press 1 for support or 2 for sales. The caller would press 2, wait ANOTHER :30 seconds to finally get to the answering machine, where you could tell they were tired and wanted to talk to a live person. They just cancelled with me because they said they weren't getting enough business and traffic to their website. Good riddens.

    It's a constant reminder that small businesses are "small" for a reason - they're aren't the best business owners. It's not true for all of them, but more often then not, they need to work on putting together the right systems/processes in place.
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    • Profile picture of the author midasman09
      Banned
      Puleeze Guys.....use yer noggin!

      WHO are you trying to contact via EMAIL?

      Contractors! Insulation Contractors or whomever!

      Here's what I've always told myself with ANY "Niche Market" I'm trying to reach; I PUT MYSELF IN THEIR BODIES!

      OK....I'm an "Insulation Contractor". Let's see; I have my phone hooked onto my belt. I spend a few minutes in the "office" in the morn and....I'm out onto a job....working all day getting the insulation in.

      If it's a 2 or 3 day job....I head home around 5 or 6. After din-din I sit down at my puter to see what's going on. I see a WHOLE BUNCH of emails from people trying to sell me stuff.

      So....one of YOUR emails is in his batch of emails and....he's tired and deletes the whole bunch! Ooops....there goes YOUR email!

      Now....again, THINK ABOUT what your "Contractor" is doing during each and every day!

      He has a PHONE on his belt! What if THAT PHONE would ring and on the line is a BONAFIDE PROSPECT ....looking for an "Insulation Contractor"?

      Do YOU think your contractor would be interested in talking to little ol' YOU... if YOU were the reason why this BONAFIDE PROSPECT made this call?

      You Betcher Boots...Kemosabe!

      So....my suggestion is to;
      1) Create a 60 to 90 sec Video of an Insulation Contractor (see Mark Helton or Dave Cisneros or Nick Mann's PLR Videos)

      2) Title it with a good KeyWord (Insulation Contractor Toledo OH as example)

      3) Get a phone number from CallFire (or any other of these phone services) Re-direct the cell phone of the Contractor you chose.

      4) Optimize the video with any of the Ranking WSOs.

      5) Check your CallFire account and when you see some phone calls being to the Phone...hanging on the belt of the ContractorYOU chose....phone the number of the phone on the Contractor's belt and say...."Hi! I'm the guy who created those calls from potential customers! If you'd like me to send MORE calls from people looking for your service.....here's my fee! If you're too busy...thanks for your time and I'll direct the calls to another contractor in your are!"

      YOU KIDDING ME? Your Contractor has received 1 or 2 calls from BONAFIDE prospects looking for HIS service.....ON HIS BELT PHONE! If you think he won't give you the "Titile to his House and name his next grandkid after you.... you don't have a clue what "GREED-GLAND MARKETING" is about and you should go see if McDonald's has an opening.

      Anyway....there ARE ways of GRABBING potential clients. You just haven't YET found how!

      Don Alm....."Greed-Gland-Grabber" from waay baack
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  • Profile picture of the author NewParadigm
    Holy Camoly MIDAS! Geeeeezarooooo! This thread has NOTHING to do with lead generation for contractors. It addresses the issues of NOT having discipline/processes to handle incoming inquiries they already get.

    You see, little ol me ALREADY found their site (that they already have and paid for) and sent an email/sales inquiry form (That they already paid someone to build!) but have no discipline/process to answer.

    In another recent example this past week, an HVAC contractor didn't even call back. YOU KIDDING ME! yep, from his own phone after I talked to him! ON A PHONE EVEN!!! You know, the one on his belt loop even!

    JEEPERS CREEPERS, I've seen your strategy posted in SEVERAL threads. It's a good one but has nothing to do w/ this thread.

    from wayyyyy back???? Did you once score 4 touchdowns in a high school football game too? LOL.

    signed,
    New "love to discuss timely relevant stuff" Paradigm
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    • Profile picture of the author TheBigBee
      Originally Posted by NewParadigm View Post


      JEEPERS CREEPERS, I've seen your strategy posted in SEVERAL threads. It's a good one but has nothing to do w/ this thread.

      from wayyyyy back???? Did you once score 4 touchdowns in a high school football game too? LOL.
      I hacked up a lung!!LMAO!
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    • Profile picture of the author Jason Kanigan
      Originally Posted by NewParadigm View Post

      Holy Camoly MIDAS! Geeeeezarooooo! This thread has NOTHING to do with lead generation for contractors. It addresses the issues of NOT having discipline/processes to handle incoming inquiries they already get.

      You see, little ol me ALREADY found their site (that they already have and paid for) and sent an email/sales inquiry form (That they already paid someone to build!) but have no discipline/process to answer.

      In another recent example this past week, an HVAC contractor didn't even call back. YOU KIDDING ME! yep, from his own phone after I talked to him! ON A PHONE EVEN!!! You know, the one on his belt loop even!

      JEEPERS CREEPERS, I've seen your strategy posted in SEVERAL threads. It's a good one but has nothing to do w/ this thread.

      from wayyyyy back???? Did you once score 4 touchdowns in a high school football game too? LOL.

      signed,
      New "love to discuss timely relevant stuff" Paradigm
      LOL new article "How To: Write In the Midasman Style"

      Well I do think it has something to do with this thread. Most contractors are halfway up a ladder with a tool in one hand and cell phone in the other when you call.

      I've worked with Inc. 1000 firms and they have trouble answering the phone.

      So email, which is much less attention-getting, is down on the totem pole when it comes to seeing it, acknowledging it and taking action. Most people will respond to the call long before the email.

      It IS all about handling processes.
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  • Profile picture of the author Aaron Doud
    This happens in all businesses. On the Corvette Forum we were just talking about this when it came to C7 orders. Even the big "forum vendor" dealerships were not replying to emails.

    If this happens in the auto world which should know better it happens everywhere.

    Honestly considering lead handling as part of a future sales consulting business I want to do. Easy way to increase sales and profit for all. The key is putting systems in place for management to track and training the sales staff on why email leads have value. Basically reversing them on years of "get them in the building" training.

    Too many companies don't value email leads at all. Many don't even value phone leads either. And yet these are the same companies saying they need leads. They don't need leads they to learn to handle the leads they have now before you send more to die.
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    • Profile picture of the author NewParadigm
      Originally Posted by Aaron Doud View Post

      This happens in all businesses. On the Corvette Forum we were just talking about this when it came to C7 orders. Even the big "forum vendor" dealerships were not replying to emails.

      If this happens in the auto world which should know better it happens everywhere.

      Honestly considering lead handling as part of a future sales consulting business I want to do. Easy way to increase sales and profit for all. The key is putting systems in place for management to track and training the sales staff on why email leads have value. Basically reversing them on years of "get them in the building" training.

      Too many companies don't value email leads at all. Many don't even value phone leads either. And yet these are the same companies saying they need leads. They don't need leads they to learn to handle the leads they have now before you send more to die.

      Totally agree, i think this is a real big hidden problem that marketers/consultants don't address==>opportunity. They assume the business properly handles a lead once they get it, I would too as a biz owner, but my experience as a consumer says hardly any do. It seems like it would be common sense after businesses pay dearly for lead gen/marketing. But I've run into it so often as a consumer, it got me thinking. I think there is a good oppty there somewhere to extend services deeper into the business sales process. Them paying you for helping them converting leads they paid for and are already getting.

      When it comes to email, it seems the vast majority of businesses will take several hours or even days to answer. These are freakin live hot leads they paid dearly for in creating a site, SEO, marketing etc....

      Maybe its a mobile text notification every time a sales inquiry is filled out on their website for smaller biz working in the field, like a contractor.
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      • Profile picture of the author Aaron Doud
        Originally Posted by NewParadigm View Post

        Maybe its a mobile text notification every time a sales inquiry is filled out on their website for smaller biz working in the field, like a contractor.
        Not even sure you need to go that far. You can set up email on the vast majority of phones. Do that for your clients and help them create a system to get emails replied to in under 24hrs. Under an hour would be best. We strive for under 20 mins when we are open. And have an automated email that goes out to all who fill out any form on our website to let them know we care about their email.

        Hell I try to reply to Facebook within 30 mins. We've had facebook complaints and I had them found in our CRM and called within 15 mins of them posting. You can be assured that customer felt like they mattered.

        The fact I have done it personally makes me know it can be done. And we have tweaked the system over the years to make it better. No system will ever be perfect but no system in place will always be bad.

        I think this discussion can show people selling leads and websites how to really add value to what they offer. Think everyone else cold calling is offering a consultation on how to set up a system for leads? No one is. Hell you can upsell to you designing the lead system for them.
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        • Profile picture of the author NewParadigm
          Originally Posted by Aaron Doud View Post

          Not even sure you need to go that far. You can set up email on the vast majority of phones. Do that for your clients and help them create a system to get emails replied to in under 24hrs. Under an hour would be best. We strive for under 20 mins when we are open. And have an automated email that goes out to all who fill out any form on our website to let them know we care about their email.

          Hell I try to reply to Facebook within 30 mins. We've had facebook complaints and I had them found in our CRM and called within 15 mins of them posting. You can be assured that customer felt like they mattered.

          The fact I have done it personally makes me know it can be done. And we have tweaked the system over the years to make it better. No system will ever be perfect but no system in place will always be bad.

          I think this discussion can show people selling leads and websites how to really add value to what they offer. Think everyone else cold calling is offering a consultation on how to set up a system for leads? No one is. Hell you can upsell to you designing the lead system for them.
          yep, my text example was for the small shops where the guy prob doesn't have a smart phone and will never get one They might not know how to read a text on their flip phone or digital pagers either. hehe. these places seem to pay for call answering services but don't have any service for online inquiries. $$
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          • Profile picture of the author Aaron Doud
            Originally Posted by NewParadigm View Post

            yep, my text example was for the small shops where the guy prob doesn't have a smart phone and will never get one They might not know how to read a text on their flip phone or digital pagers either. hehe. these places seem to pay for call answering services but don't have any service for online inquiries. $$
            You may have stumbled on a service to offer here.
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            • Profile picture of the author NewParadigm
              Originally Posted by Aaron Doud View Post

              You may have stumbled on a service to offer here.

              I would see it as a sales extension as part of your sales process consulting offers. I think it'd be tough to lead with something like this and even uncover the problem in the first place. How do you audit/screen for such a problem? I guess have them look at their email account to see if it is even linked to the web inquiry form then to see how many they didn't reply to, or the time stamps to evaluate the turnaround. businesses are going to be a bit defensive here on how they handle inquiries I assume, even though you would be working in their best interest.

              Using the entry w/ them already familiar with paying a phone answering service might be a good way to link them to paying for an email answering service

              I think it would be valuable to a little bit more established business where the owner has a sales team and customer service staff already. Sell him on some lead tracking dashboard/audit process for a sales followthru checkup. Maybe it's an online/email "shopper" service. Random checks on how fast/well online inquiries are responded to.

              Kinda cool fleshing out a biz opp$$ based on a fairly common problem we face as consumers. (real problems to solve)
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              • Profile picture of the author ronr
                You can turn this into an additional revenue stream.

                When I was more active in offline marketing I got a a friend who does carpet cleaning ranked well and he started getting more calls which he loved but some people would fill in the email form on the site I made him for free estimates.

                I knew when he got email inquirys because I also got them. Because of his good reputation when he contacted the people who filled out the email form he got the job 90% of the time. But he would never check his emails so he'd lose business. It got to the point that I almost took down the web form.

                Finally I told him I would "monitor" his email for him in return for a percentage of each job he got from this. His email is forwarded to mine so when he gets an email for an estimate I just give him a quick call, give him the phone number, persons name, etc. and he does the rest. It's not a lot of money but $40-60 per job to me for doing almost nothing isn't bad at all.

                It's worked out well. I got paid for setting up his site and getting him ranked and also get a percentage many of the jobs the site produces for doing very little.

                win/win

                Ron
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  • Profile picture of the author Seantrepreneur
    This happens all the time which is mind blowing. It's almost like people are trying NOT to get too much business. Funny thing is they'll be the first to complain that they don't have enough money. Its right same with leaving them voice mails. You're lucky if they call you back.

    If you are in business and you have excellent customer service, you're wayyyyyyy ahead of the game.
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  • Profile picture of the author KMalo
    I was running a very small b2c business until earlier this year when I stopped for personal reasons. I would normally only respond to approx 20% of email enquiries for 2 main reasons:

    1. It costs time and (therefore) money to prepare a quote, most of the time it was obvious that the person enquiring had simply sent out the identical email to several different companies so they could choose on price alone. They had no interest in any other differentiators, i.e speed, quality, convenience etc. Thus I had no interest in investing said time and money to prepare a quote when it was clear I was bidding against an unknown number of competitors and basically entering a race to the bottom.

    I note the OP used the term "invite to bid" in their opening post, now I have no idea if this term was used in the email enquiry or if the OP was using price as the only differentiatior but it does go someway to illustrating what I outlined above. No attack on the OP.

    2. Another reason why I was very unlikely to reply to an email enquiriy was when they did not provide a valid contact number. The phone number field on the enquiry form was indeed a required field, but often people just filled it with "00000" or "123456" etc. This was another (to my mind) sure sign of a complete time waster or tyre kicker as you might say. I definitely did not reply to those emails.

    Now the above are only my reasons for rarely responding to email enquiries, but I wouldn't be surprised if a little of what I've mentioned was applicable to other businesses.

    I did however always respond to voicemails and I did always send follow up emails after I had taken an initial phone enquiry.
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    • Profile picture of the author NewParadigm
      Originally Posted by KMalo View Post

      I was running a very small b2c business until earlier this year when I stopped for personal reasons. I would normally only respond to approx 20% of email enquiries for 2 main reasons:

      1. It costs time and (therefore) money to prepare a quote, most of the time it was obvious that the person enquiring had simply sent out the identical email to several different companies so they could choose on price alone. They had no interest in any other differentiators, i.e speed, quality, convenience etc. Thus I had no interest in investing said time and money to prepare a quote when it was clear I was bidding against an unknown number of competitors and basically entering a race to the bottom.

      I note the OP used the term "invite to bid" in their opening post, now I have no idea if this term was used in the email enquiry or if the OP was using price as the only differentiatior but it does go someway to illustrating what I outlined above. No attack on the OP.

      2. Another reason why I was very unlikely to reply to an email enquiriy was when they did not provide a valid contact number. The phone number field on the enquiry form was indeed a required field, but often people just filled it with "00000" or "123456" etc. This was another (to my mind) sure sign of a complete time waster or tyre kicker as you might say. I definitely did not reply to those emails.

      Now the above are only my reasons for rarely responding to email enquiries, but I wouldn't be surprised if a little of what I've mentioned was applicable to other businesses.

      I did however always respond to voicemails and I did always send follow up emails after I had taken an initial phone enquiry.

      In my case, my inquiry was to meet in person for an estimate to evaluate price and quality of service etc.... not just some random email quote.

      I agree you probably get some "spam" type inquiries but goodness, these people took time to email you and fill out a form after looking for/visiting your site. Just because they aren't a lay down sale doesn't mean there isn't gold there. I don't know anyone who will email some business and buy from them exclusively right out of the gate, and not compare price/service/quality.

      It is up to you the business owner to qualify the lead. It might be a simple reply saying you need more info via email/phone/in person in order to give them a proper recommendation and quote.

      If I were a business getting a slim email inquiry, i'd want to get them on the phone or in person to qualify them further. who the heck is going to lay out the whole deal in an email?

      Here again, there could be some good service fee opportunities. Maybe monitor their email as stated, and then developing and sending back a probing/qualifying questionaire for those preferring email contact initially.
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  • Profile picture of the author NewParadigm
    I wonder if there would be a way to collect all these "bothersome" online inquiries businesses get? LOL. I'd be happy to take them all, qualify them a bit and sell them on as hot leads to someone else!
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  • Profile picture of the author bsummers
    This is a loss of business. When you post you email address online, it is important that you check it, both in your inbox and on spam. It is unforgivable that they do not respond to their emails.
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