You have your online business running sales are good, your
marketing campaign is bringing in new customers your business is growing. You are receiving emails about your service
or product now what?
A person who emails you has an interest in your
business. To delay a response or ignore
this person would be the start of your business decline. This may not happen immediately but
eventually word of mouth would bet around that you do not care for your
customers or potential customers enough to provide good customer service. This will then lead people to go somewhere
else for their purchases. Some tips for
effectively dealing with email.
Try and answer email within 24 hours minimum. The maximum time frame you would want is 48
hours. To accomplish this you will want
to set aside time each day just to respond to emails. Some say three times a day, morning, mid
afternoon, and evening is best as it ensures everyone gets a timely response.
Make sure you are courteous and professional. There are some times you just don’t feel like
answering a question that has an answer plainly on your website or sales
letter, or some question you feel is irrelevant or foolish. The urge to send a fiery response is there. If you do not feel you can politely and
professionally answer, take a break.
Come back after you took some time to cool down. To the customer who asked this is an
important part of their decision on whether they will do business with you or
not. Do not push away a customer or
potential customer with a hasty emotional response.
If you really dislike answering email or it becomes too much
for you to keep up with. Hire someone to
do this task for you. You will want to
choose this person carefully. Get
someone who is friendly and knows your business. Find someone who has the time and English
skill necessary to get a prompt and understandable reply back to the customer.
Some questions you will get over and over. For these have a standard response that set
aside that you can cut and paste into your response and then tailor the rest of
your response to that particular customers email.
Learn to use your email filters. This will automatically sort your email along
with any junk mail you receive. The
advantage now is if you set up folders for sales, customer inquiries, feedback
and others. You can then prioritize your
responses. Answer your email them in an
order that you feel is important. You
may want to respond to inquiries and feed back faster than sales. By using email filters you save time from
having to separate into groups yourself.
We all understand that things do come up unexpectedly. This can cause a delay in responses. Make use of an auto responder, post it on
your website, or send out a newsletter quick if something comes up. People are aware that things can happen and
will understand just make sure you keep them informed on when they can expect a
response.
If you pay attention to your customers and potential
customers comments, questions, or concerns you will make them a happy and loyal
group who will help your sales. If you
ignore them, they will then go somewhere else.
This will also have an effect on your sales only it will be a negative
effect.
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