American Express

E-mail and the internet are a vital element of business and a brilliant sales tool. It must be accepted that e-mail enquiries can happen 24 hours a day. But the rule of thumb is to respond quickly with the information requested. If customers place an order – and put yourself in their shoes here – they will want confirmation that the order has been received, and they will want dispatch information as well.

May I remind you that every enquiry could lead to a customer becoming a brand ambassador? If you are unable to meet their request, how about:

1. Offering an alternative or even ?
2. Recommending a competitor ?

It is fascinating where this can lead you in the future. I personally recommend, as we do in our office, that on the back of an e-mail enquiry you always endeavour to speak to the customer. This does prove that in many cases business can be won as one gleans more information from customers as to the problem they have that they need to solve. Most sales result from a customer problem. Remember, as I stated in the Introduction, you are a solutions specialist.