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Archive for March, 2010|Monthly archive page

If You Advertise an Email – Check It

In Uncategorized on March 13, 2010 at 5:23 pm

In any organization, it is important to maintain a steady stream of communication with your client base. Believe it or not, though, there are some companies that opt not to provide any email support even though they advertise their email addresses in some form (i.e. website posting, business cards, etc.). If that’s you, you are doing yourself and your company a major disservice.

Customers want to be able to email that address you put out there and get questions answered (sometimes critical ones). However, you aren’t checking your emails and your client is lost. Could this have been someone inquiring about your product or service? They most likely went with another provider. Could it be someone who already has one of your products or services and is looking for some post-sale support? Don’t be surprised if they cancel. Ignoring customer communication is a major no-no (if you want to stay in business, that is). You don’t have to be an email expert by any stretch, but a timely reply (even if only to tell the customer you will be following up via phone) is absolutely necessary.

I had an interaction with one particular company who was nearly perfect with face-to-face and phone interactions. I sent them an email, though, and NEVER got a response – even to this day. Needless to say, I moved on. It doesn’t make good business sense whatsoever to post a particular contact method to your site (or elsewhere) when customers cannot really reach you there.

If your emails are becoming too overwhelming or you just don’t have the time (or want to) check them, I would advise you work with an email expert. They should most likely be able to help you come up with a more manageable plan for handling your own emails or handle them for you. The only other alternative is to stop advertising your email, but that will set you way back in times. Many customers appreciate being able to communicate electronically, and if you disable that capability, you may see some of your client base go bye-bye.