Get New Customers: The most obvious thing to do!

ALWAYS follow up enquiries and ensure you answer any customer questions promptly!

Obvious isn't it?!

Yet, why do so many businesses seem to forget this?

When we were in the middle of rebranding, we were speaking to several suppliers and yet in almost every single instance we've had to prompt them two, three or even four times about questions they hadn't answered, or making arrangements for meetings, etc. It was getting to the stage where I sent them quite a curt email stating if they wanted our business then we would expect a discount off their final bill to reflect the poor customer service we had received.

The worst offenders are friends supplying services. They appear to have this belief of "Oh, it's only Ashley, I'll get round to it." Well, it may be "only" me, but I still expect a decent level of service or I'll go somewhere else. In fact, surely you should expect a better level of service from friends, so why doesn't it happen?

I now have a rule: no matter who it is, if I don't get a satisfactory response after the first enquiry and then a reminder, I'm going somewhere else. I don't mind if someone says something like "We want your business but are really busy right now," I can understand that. But there is no excuse for not replying at all.

Remember, when you get enquiries, a customer asks questions, etc., answer them as quickly as possible, even if it is just to say that you will get back to them later that day or first thing the next - and make sure you do.