Re: Autoresponders - I agree Bill

My definition of an autoresponder differs from yours. Based on my experience with autoresponders, many use automated systems that drip 3 to 7 or more automatic responses over a period of days, weeks, or even months. That's not the same as an automatic response such as, "We have received your email - Some one will get back to you."

I felt that the person I was responding to equated an autoresponse to follow-up. I consider follow-up to be an interactive contact, where we really do find out how well our product or service met their needs. Was it delivered on time? Was the order filled accurately? Can we help them with other needs they may have.

That's not the type of follow-up I want to leave to an automated survey program.

I aim to set myself apart from my competitors. Yes, I know that I go above and beyond what the average person in my industry does in the way of customer service. But, that is just one of my preferred methods for competiting in other than price cutting.

Service, creativity, developing a partnership type situation with my clients, where they perceive that I am truly interested in the success of their business. That's not something I feel I can do with automated responses.

> 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.

You are probably selling in a retail or direct sales industry, vs. B2B which can be a very different world. I have competitors who sell 100% through boiler rooms, mail order, or automated online means.

I'm differentiating myself from all of those. After 20+ years in the industry, even my 5 years online sales tends to mirror my brick and mortar style of face-to-face selling. That has resulted in a number of online clients who have been loyally ordering from me for 4 to 5 years now.

> 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 don't have any regular email going out to present clients. I have over 300 business customers, and only receive email from a few of them. I prefer to call in person or by phone to check in with my clients. Different style for different markets, personalities, etc.
>
> 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.

I don't use a canned sales pitch or any standardized sales method in my day to day selling. My clients come from all different fields, industries, and business types from Mom and Pop's to government agencies. Today, I receive a call from a US embassy down under. They are wanting to order miniature footballs to pass out at the Super Bowl party.

I'll certainly use a different approach with them or the Environmental Protection Agency as compared to the local radiator repair shop or the county hospital in a town of 3000 people.

I value my time, but try to follow the golden rule. I respect my client's time, as I hope they value mine.

> 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.

Only a minor percentage of my products are "inventory" or "commodity" type items, such as license plates for car dealers or ink pens for retailers. I do however, follow-up on calendar orders routinely to see that the customer is ordering the right quantity (and getting them distributed before mid-February).

> 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?

Perhaps I stated it wrongly in my previous post. I was referring to how some people will use a follow-up sales call to get in the door, and then take every opportunity to "SELL" the client another product. Checking on their inventory is not the same as a sales pitch. With over 750,000 different items that can carry a client's name and logo, I could pitch them something different every time I see them.

However, I rarely sell my clients anything. Much of my business comes from helping my customers find items to meet various business needs or solve specific problems. To me, that is different than "pitching" products at them.

The new year started two days ago. I've written 5 orders already, for 4 different clients, but in my book, I haven't sold them anything yet. One customer reserved his 2 calendars for fall delivery. Once caller re-ordered plastic gift bags, while another needed more ink pens. The public college buyer called to order some new decals. Five orders that didn't involve any "selling" on my part.

> 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.

I agree. I don't want clients wasting my time either. As a matter of fact, I have fired customers who weren't a good fit for me.

My no-pressure style of selling helps to set me apart from the 'typical' salesperson that businessmen don't want to let in their office. I purposedly modeled my style in the opposite of the stereotypical salesman. I know the salespeople I have resented as well as those who I refuse to do business with again. I aim to be 180 degrees different from them in my business.

Having many clients who have ordered from me regularly (and provided me excellent leads and referrals) over 12 to 20 years continuously causes me to believe I am serving them well.

Some of my competitors who don't deliver a good level or service, or who occasionally waste their customer's time, are constantly looking for new clients. I prefer keeping a high percentage of my clients for the long haul.