Wow, this came on this week as I was requesting proposals for a future event. I was amazed at the lack of professionalism and time that potential vendors wasted. These deserve to be red-flagged just in case you have gotten too busy to pay close attention and might be losing valuable future clients the same way.
#1 Use my NAME. One of the biggest business (and personal) blunders you can commit is using the WRONG name. When you are moving so quickly and multi-tasking so much that you address me as Wendy and not Melissa, I don’t forget it. What I then wonder is what would happen if I did award you business (because you had a good price, product or program) would you know who I am? Would you care? And yes, this really happened in an email.
#2 Answer the Question Asked! When someone request specific information from you, give them that information or explain why you can’t. Don’t answer a request for a proposal with a generic price list when a specific proposal was requested. If you need more information, ask for it. It wastes the prospects time and makes you look ignorant when you dump generic information when specifics were requested.
#3 Respond Promptly! Even if you can’t get to the request right away, at least ACKNOWLEDGE you received it. If email isn’t a fit, pick up a phone. The worst thing you can do is nothing. Err on the side of too much service, not too little (that is far too common.)
#4 Follow Up, Follow Up, Follow Up! Email is unreliable at best today, even cell messages can go astray. Don’t ever presume (or assume) that someone got what you sent or left for them, follow up and invite a conversation. Reach out and connect, engage, and convert!
Your comments are always welcome and appreciated.
Great article and timely! I just started a business where I give training workshops for childcare center employees online. (webinars) I has someone call me and give me her name and when I asked her to spell it I still got it wrong! I couldn’t tell if she was saying ‘B’ or ‘D’ for the first letter of her name. Either one would work! I sent her certificate for the training with her name spelled wrong and I had to do it over. I did apologize, but she had asked me about doing live trainings in her center and I haven’t heard form her. Do you think I should call? I was planning on it just in case.
Christina,
If in doubt follow up, follow up. When getting someone’s name, don’t be afraid to admit you are having difficulty understanding and clarify with B as in Bravo or D as in David or other such common names. Getting a name right is like a piece of gold.
Going farther together, Melissa
Hey Melissa,
just landed on your blog for the very first time and love what you have to say.
You shared some very powerful tips that definitely can help a lot if you implement them on a consistent basis.
Keep going.
Gerald
Thanks Gerald,
My regrets for delay in reply, much more to share just taking a wee time out from online with dynamite REALITY schedule this week! Back on track next week.
Going farther together,
Melissa
Another way to turn hot prospects cold is to treat the people who already want to buy what you are selling the same way that you treat everyone else.
Carl Ingalls
Carl,
You are absolutely right and I appreciate you sharing this. A customer in hand is a VIP always.
Going farther together, Melissa