Are you telling your customers (or fans) to go away?

When the phone rings at your store do you just let it ring? When a customer walks through your door do you ignore them? Probably not. But that’s exactly what you’re doing when you don’t reply to business (or fan!) emails. It’s mind-boggling how many companies simply ignore their emails. Over the last week I’ve sent email inquiries to two companies I would like to hand some cash to and neither have replied. Both of these email inquiries were from their “Contact Us” page. ┬áSadly this response, or lack thereof actually, is more the norm than the exception.

Customers, or potential customers, don’t necessarily expect super-quick responses to emails (although doing so demonstrates your respect for your customers and a high level of customer service), but they *do* expect a response. When you let email inquiries go into the black hole you are telling people, “Go Away!” – a) I’m too busy for you; b) I don’t care about your business; or c) Somebody told me I need a web page but I have no idea how to use it. None of these are great for your business or building your fanbase.

Either use your business email or get rid of it. It’s that simple.

The Give-A-Shit Button is mostly off, it seems

Seems like a majority of people I run into on a daily basis just don’t give a shit – about their job, about customer service, about doing the right thing, basic courtesy or pretty much everything. Not everyone but most folks. Just this morning I was treated to several examples of this, two in the same store (Academy on Research Blvd); a situation that would make one believe the give-a-shit button is turned off at the management level as well. If you run a business you depend on customers. If your customers do not feel like they matter why should they shop at your store? Seems pretty basic to me but apparently it’s an advanced concept in today’s world.