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Downsizer Forum Index -> Small Business Questions, Ideas and Advice

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wildfoodie

Joined: 05 Apr 2005
Posts: 2169

Posted: Mon Jun 18, 07 10:19 pm Post subject:

it amazes me how some people manage to hold their businesses together... I waited over 1week for a furniture repair company... and I'm offering enough work to keep them busy for at least another week!
that was a phone enquiry btw.
from the other side of the fence inside a food business, my heart sinks when we get non standard inquiries, ones that can't be fulfilled in our usual ways. these require a lot more effort, eg perhaps some research involving calls to other suppliers which can also add a delay or simply a request that we want to fulfill but actually the effort needed is in excess of the money it generates. Invariably these are the ones that go wrong. the lesson for small business people is I think to be absolutely clear what you are offering and how you can do it and take a time out to consider carefully anything which falls outside your business system: do you really want to do it and will it be worthwhile?

kaz

Joined: 09 Sep 2006
Posts: 189

Posted: Mon Jul 02, 07 6:42 am Post subject:
I e-mailed a major electrical company about a problem when trying to order on-line and didn't get a reply for 10 days! Needless to say I bought from somewhere else instead As nearly everyone else has said, for our business, we e-mail back instantly to say that the matter is being dealt with.

Nick

Joined: 02 Nov 2004
Posts: 34535
Location: Hereford

Posted: Mon Jul 02, 07 8:00 am Post subject:

You need a response within 24 hours? Is that just during the week, or anytime? Jema, I understand, you're in computer support, but farmers, removal men, weavers? They're allowed weekends and bank holidays same as other people. Demanding a reply within 24 hours is unreasonable over a weekend.

And, interestingly, customers can take WEEKS to respond, and then it's suddenly very urgent and desperate, of course.

wellington womble

Joined: 08 Nov 2004
Posts: 15051
Location: East Midlands

Posted: Mon Jul 02, 07 9:28 am Post subject:

There is that of course!

I expect a reply within a working day, even it is simply to say someone is our the office. I like email - it allows you to consider without being rude, reply to things at your convinience, and not be disturbed if you like, but also to have timely communicaiton.

Voicemail is highly ill-used in my opinion - people never leave information on it, only to return their call. Then you find out that they want, discover you need to do something first, and have completely wasted a call. If only they'd left their request in the orginal message, everyone could have been saved a call!

Stacey

Joined: 18 Jul 2005
Posts: 8380
Location: Kernow

Posted: Mon Jul 02, 07 9:38 am Post subject:
I've just had an order placed via the cgi form on my site that I can't reply to as the email addy they've left bounces. I hate the internet

bagpuss

Joined: 09 Dec 2004
Posts: 10507
Location: cambridge

Posted: Mon Jul 02, 07 9:41 am Post subject:

Stacey wrote:

I've just had an order placed via the cgi form on my site that I can't reply to as the email addy they've left bounces. I hate the internet

is there an obvious misspelling in the email address?

otherwise you might want to put up a notice on your front page asking for attention, giving the username of the person who placed the order to see if they get back to you

Nick

Joined: 02 Nov 2004
Posts: 34535
Location: Hereford

Posted: Mon Jul 02, 07 9:41 am Post subject:
Is the domain a rare one? Might be the [email protected] might find the right person? Can you add a compulsory phone number field to your form?

Stacey

Joined: 18 Jul 2005
Posts: 8380
Location: Kernow

Posted: Mon Jul 02, 07 9:45 am Post subject:
Good idea about the phone number. The customer has used the feedback form to place the order rather than an email. I'll make that more clear on the contacts page. The domain is yahoo.co.uk. I've posted a message on a couple of the yahoo craft groups that I use to see if she's from there. Apart from that I don't really know what to do.

Nick

Joined: 02 Nov 2004
Posts: 34535
Location: Hereford

Posted: Mon Jul 02, 07 9:46 am Post subject:
I'm bored. Got her name, and any other info? I'll have a hunt!

wellington womble

Joined: 08 Nov 2004
Posts: 15051
Location: East Midlands

Posted: Mon Jul 02, 07 9:53 am Post subject:
You could try an entry on your blog - that might ring some bells with someone.

Stacey

Joined: 18 Jul 2005
Posts: 8380
Location: Kernow

Posted: Mon Jul 02, 07 9:57 am Post subject:
Good thinking batman Nick I've sent a PM

Nick

Joined: 02 Nov 2004
Posts: 34535
Location: Hereford

Posted: Mon Jul 02, 07 10:09 am Post subject:
I have replied. Twice. (No great news, however)

Stacey

Joined: 18 Jul 2005
Posts: 8380
Location: Kernow

Posted: Mon Jul 02, 07 10:15 am Post subject:
Thanks Nick - I've put a notice on my home page. I'm hoping she'll wonder why I haven't replied and look there to see if I've changed the notice that says I'm away at Woolfest until today. It's great this self employed malarkey innit?

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