On busy days, keeping in constant touch with your customers – real or potential is a chore. There are millions of things to be done, and at the same time, you have a bunch of customers asking you about a particular variant of a product or information about shipping. Sometimes it is weeks since the day I have caught up with all the mails I have to respond to. But I guess that is symptomatic of the times we live in. It is the information age and just keeping up with the intensity and volume of correspondence both personal and commercial.
But I have learnt with experience that if I follow through on Amazon’s guidelines for customer communication, there are seldom any repeat communication from the same one – except a thank you note in some cases – something that is always welcome on a busy day.
I follow three mantras while keeping in touch with customers.
1. Attend to their requests promptly.
2. Be accurate in your replies – answer their questions and queries in full.
3. Have a helpful attitude- it translates into customer goodwill.
These might sound simple, but when you are rushed with a million and one things that demand your immediate attention, then it takes intense focus and patience to prompt, accurate and helpful in your correspondence with clients.
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