You Have to Keep Answering Customer Emails

January 22nd, 2007 by John Herman, under clients, customer service, customers. No Comments

I had an annoying experience with two Hosted Application companies last week. We won’t name names, but this not the first time this sort of thing has happened to me.

I had an issue with two separate products last week. So I emailed their support.

I was shocked a couple hours later when I had received a response from both companies. It was a great response, very personable and helpful. The kind of response that i love to get from Customer Service. It didn’t seem canned. It felt like they had actually read my original email. They even gave me a solution that included actually work on their part and not something I had to do myself.

I was high on the quick and solid response, so I quickly replied back with my choice. The response came so quickly the first time, so my expectations were really high.

One Day passed, then another, and another, and another. It has now been a week from when I emailed back with my second reply. I have no idea what happened. In one case they were going to provide me with some additional information. I ended up having to give up on the addition information because I never received it. I had to move on and not by my choice. In the other case I was suppose to receive a credit for part of my bill and they were going to take care of something and tell me how the problem happened so I could prevent it from happening again. Didn’t hear from them again after my second reply.

Is the expectation on that you need to reply the first time? Why would you give a customer a choice and never get back with them? I have always had a rule that every email needs a response. I expect it. A lot of people expect a response every time. Even just a simple, "We took care of it. Please let us know if you have any additional questions." is fine.

Moral of the story: Don’t just don’t leave your customers hanging. It leaves a bad taste in their mouth and they will remember it. There is no excuse for not returning customer emails and phone calls in a timely manner. Find a system to manage the emails if you have to.

Update: Oddly Enough, one of the companies finally replied a couple hours after this post was published.

Holiday Business Gifts

December 2nd, 2006 by John Herman, under clients, customers, marketing. No Comments

To gift or not to gift, that is the question. So it’s Christmas, does that mean I have to buy presents for all my clients? Should I just buy something for my favorite clients? How can I make sure I don’t spend all my profits on presents?

Gift-giving expert Hillary Mendelsohn offers a number of do’s and don’ts when it comes to shopping for holiday business gifts. The most important thing to do is to make a list! Put some thought into your choices and show your customers you really appreciate them, and if you have staff – don’t forget them. A well thought-out gift can speak volumes about the value you place in your employees.

Here are some other Do’s for Mendelsohn’s list:

• Get creative. Think about the personal interests of your recipients (movie buff, sports enthusiast, music fan, etc.), and buy thoughtful gifts that will show you really put some time and effort into choosing the right gift. Remember to write a personal note to let that person know the gift was chosen especially for them.
• Research your options. According to a new study by Office Depot, 46 percent of shoppers report finding the perfect gifts for family, friends and colleagues the "most challenging" aspect of the holiday season. Reduce stress and productivity by doing your research online before actually making any purchases.
• Visit unexpected locations. From the post office and the U.S. Mint to your local office supply or hardware store, there are a multitude of unexpected locations that offer interesting gift ideas.
• Combine shopping trips. Pick up great holiday gifts–from digital cameras and DVRs to MP3 players and GPS devices–at stores that you’re already visiting or that are nearby other places you’ll be stopping.

Mendelsohn’s list also includes several don’ts:

•  Don’t reinvent the wheel. If you’ve given the same business gift every year, clients might look forward to the present. It’s perfectly acceptable to send a consistent annual gift.
•  Don’t overspend on big ticket items just to make an impression. When purchasing technology items, make sure the products you choose are compatible with the recipient’s current configuration.
•  Don’t wait too long to purchase your gifts. If you have the time, you’re more likely to come up with better ideas sooner rather then being forced to "pressure" shop later.
•  Don’t feel confined to have your gift there before the holidays. If you’re pressed for time or you really want your gift to be noticed, send it as a New Year’s gift–it’ll be a welcome surprise.
•  Don’t stress over the holidays. It’s a great time to show clients, colleagues and employees just how much you appreciate them!

The most important don’t on the list – don’t stress over the holidays!! It’s supposed to be a time of joy, peace and some level of self-reflection.

Hillary Mendelsohn’s complete article can be found at: http://smallbusiness.aol.com/manage/managing/article/_a/shopping-tips-for-holiday-business-gifts/20061128120209990003 .