Follow-up on orders?

Mox

Hi,
I was just wondering how many of you (if any) follow up on orders with an email to the client. Something to thank them for their order, and possibly a brief reminder that you'd like to hear from them if they're not fully satisfied, etc.

Do you think it would be good business or just an irritant to be deleted?

goldenstarphoto

I wait until I think they've had their order for a couple of days. I thank them and remind them about the gaurantee. I also let them know we're available for future bookings and soon I'm going to be adding a reminder to get their Christmas gifts from us. (Mugs, Sweatshirts, mousepads, etc.....)

Great customer service is the only way to survive these days.

I have had a few additional orders after sending out these thank you e-mails.

Mox

goldenstarphoto wrote:

I wait until I think they've had their order for a couple of days. I thank them and remind them about the gaurantee. I also let them know we're available for future bookings and soon I'm going to be adding a reminder to get their Christmas gifts from us. (Mugs, Sweatshirts, mousepads, etc.....)

Great customer service is the only way to survive these days.

I have had a few additional orders after sending out these thank you e-mails.

That's a great idea about the Christmas gifts. I was thinking of including a referral incentive (free prints or a discounted future session) in the email, as well.

Thanks!

bendruckerphoto

Sometimes. I only do it when it's a big client. I don't follow up for little orders.

adamcoupe

Hi

This is one of those obvious but not always implemented customer relationship management activities that I could be more consistent at. I do call enquiries that don't seem to go anywhere and gently enquire what happened. These are sometimes the most rewarding calls - it can be that there was an issue with your quote or more importantly something offered by a competitor that you can adopt as part of the service.

Adam

www.adamcoupe.com/portfolio

angevin1

Mox wrote:

Hi,
I was just wondering how many of you (if any) follow up on orders with an email to the client. Something to thank them for their order, and possibly a brief reminder that you'd like to hear from them if they're not fully satisfied, etc.

Do you think it would be good business or just an irritant to be deleted?

So far I have sent an e-mail immediately to thank them for their order. I typically keep a check on when their order arrives and always remind them to contact SM and me if something should occur or they are somehow not satisfied. For me it has always been about service, and that of course includes follow thru.

Mox

Thanks for all the replies. I'm just starting out here, and this has been a very helpful place to come.

hotchip

never hurts to say thanks, in my experience. i had an old employer whose policy it was to respond to every e-mail he got with a nice response - i've gotten lazy as i've gotten older, but i still keep that in mind.