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FIB - Scams 101 - Ye Olde Archives

Re: Autoresponders aren't follow-up! (At least in my book)

Posted By: Bill Cornelius
Tuesday, 4 January 2005, at 9:05 a.m.

In Response To: Autoresponders aren't follow-up! (At least in my book) (Dennis Bevers)

> Anything automated, particularly falls far short of being follow-up.
> Autoresponders are merely repeat sales pitches.
> Proper follow-up should entail interaction, as in a company or salesperson
> checking to make sure the customer is pleased with their purchase, is
> receiving the benefit(s) they sought, etc.
> Autoresponders are just slightly below the mass mailed surveys that some
> companies will do after a transaction.


It appears my definition of an autoresponder differs from yours, Dennis. I think of an autoresponder as providing a single e-mail generated at the customers request.

I use several autoresponders with product or program information loaded so that anyone can send a blank e-mail to the address and get the information they desire immediately. It certainly isn't follow up but neither is it intrusive since the customer requested the information by their original action

I will then follow up to insure that (1) The requested information arrived; (2) The information was, in fact, what the customer needed and wanted and; (3) To offer any additional assistance or informationas might be needed.

Then, after an appropriate period of time, I do send a final e-mail thanking them for considering us and informing them that since they haven't responded I will be removing their name from our mailing list unless they request otherwise.

> I'm in business to business sales. Follow-up to me means that I call or
> visit my client to ensure their product was delivered on time, order was
> filled correctly, imprint looks good, etc.

> If I add a sales message to my visit or phone call, I have encroached on
> my customer's time beyond the purpose of my visit, unless my customer
> initiated or invited the sales response.

> Too many times, sales people try to squeeze too much into a call. Focusing
> on the primary task at hand and separate the other functions into a second
> call or appointment.

> Respect the customer's time and they will show their appreciation by
> continuing to do business with you. Wate their time, and they may fire you
> and give their future business to your competitor.


I think you undervalue the service you are providing to your clients, Dennis. How many ad specialty companies DON'T call to make sure the order was allright? I'll bet there are many, especially the discounters.

The people you serve rely on you to help them make the right decision. I'ld imagine you also keep track of their current inventory of items you sold them in the past. Are you really encroaching on the clients time if you mention to him that you noticed his supply of logo binders will need to be replinished in about 2 months?

While I certainly respect my clients time, I want them to realize that my time is valuable as well. I will certainly give freely of my time to the client but I expect the same in return.

Bill

> Dennis Bevers

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You'll find great information in this "Read Only" Archive, but remember..... things change.
Be sure to visit the Current Message Board when you're finished here.

We're very friendly, so don't be shy... just jump right in and post your question.
Scams outnumber legitimate biz ops about a bzillion to one, so it's well worth your time.



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