You are in dire need of more customers.
You call meetings to discuss marketing efforts and advertising campaigns. You’re prepared to spend thousands of dollars on both these campaigns and to pay for the amount of time your employees spend in these meetings.
Or you could take a tip from Tom Peters.
Read his blog post, “‘Old Fashioned’ Service Never Gets Old Or Out of Fashion.”
Then read the comment by Creative Goddess. Is your business missing opportunities?
Are these opportunities being missed because you don’t take the simple step of returning phone calls or replying to e-mails?
We’re going to be looking at my organization’s customer service policies in the coming months. One of the ones I’ll advocate for is to set expectations on replying to requests.
For example, telephone calls must be replied to within X business hours.
E-mails/faxes must be replied to within X business hours.
Oh don’t be whining to me that you don’t have time to reply to your e-mails. My COO receives just as many e-mails as anyone. Despite being on the road and in the air much of the work week, he still responds to nearly every e-mail within 24 hours, usually the same day. What you’re saying is, you don’t consider communicating with your customers and your co-workers to be as important as your own tasks. Answer this: is that a selfless attitude or a selfish attitude on your part?
Perhaps you need to reassess your work habits. Perhaps you need an executive coach like Bijan Afkami. If you’re interested in being more productive, I recommend reading Getting Things Done, by David Allen.
I’m not saying that you shouldn’t create a new marketing effort or advertising campaign. But before you spend thousands of dollars doing that, ask your customers and former customers for feedback on how you treat them.
Bottom line: When you ignore your customers, you lose your customers.