Failure to Communicate Part II

I want to do a little follow up to my previous post about communication.

About 2 weeks ago, a customer contacted me via my Things That Make Scents website contact form inquiring about a specific scent they were looking for. Now this scent wasn’t part of my regular scent line but it just so happens I did have some of the oils that we were testing with.
So I wrote back immediately, and told him that I did have it. He then proceeded to order a wax dipped bear in that scent. So, I whipped it up, and shipped it out to Maryland for him.

Well, over the weekend, this customer drove up with his wife from Maryland to visit the store. I couldn’t believe it! He told me that there were looking for this scent and contacted a whole bunch of places online and I was the only one that had gotten back to him. Two weeks later and NOBODY else got back to him. They bought a bunch of stuff at the store that day and said they will be back for holiday gifts. Lucky for me, I picked up a happy new customer! How cool was that?? And it couldn’t have been any easier! All I did was reply to his email. Whether you have what they are looking for or not, you can at least make a suggestion at another scent or product that might fit their needs.

So take a second and ask yourself how many customers did I lose by not getting back to them fast enough, or at all?? Is my contact form working? Have I checked my spam folder lately? You might want to go check because there are plenty of other companies out there that would be thrilled with a new customer in this tough economy.

Til next time