Friday, April 27, 2012
It is easy to maintain a good open communication with your clients via email. But with limited "voice" contact in our daily lives when should you actually call your client or even setup an in-person meeting.
Here are your top five reasons to call or have an in-person meeting with your customers:
5. Your customer or client has been concerned about what you are actually doing for them.
4. Your contract is about to expire in 60 days and you need to find out if they intend on renewing.
3. Your client recently had a bad experience interfacing with one of your employees
2. Your replied to your client's email, but they sent you an email wondering why you haven't replied back to their first email
and the #1 reason to call or have an in-person meeting with your customers is...
1 # The person who signed your contract is no longer with your client's company
Do these sound obvious? Well you would be surprised. Here is an example of #2: I recently sent a complaint email to a company that I hired to do work for me that I needed feedback on an email that I had sent and I was wondering why I had not gotten a response from them. Another 24 hours went by with no response to my second email and so I called my vendor. Turns out they had responded to my first and second email and didn't consider the fact that I probably was not receiving their emails (duh?). So if I didn't call them they probably wouldn't have continued to respond to my emails vs. trying to find out why I wasn't receiving their responses. The issue? A word in the subject line was blocking my servers from delivering their emails.
Bottom-line: My vendor should have picked up the phone to call me after learning I had not received their first email, even if it was only to see if I had checked my spam folder (the emails were not in spam).
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