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bagpuss

Joined: 09 Dec 2004
Posts: 10507
Location: cambridge

Posted: Mon Jun 18, 07 11:04 am Post subject: email addresses from websites

Many businesses provide email addresses on their websites for contact purposes and the lack of response most of these email addresses receive is a personal bugbear of mine

Generally if I don't receive a response within a week or so of sending an email I consider it a black mark against the business as I don't see the point have having email contact details up if you can't response within a reasonable time frame

today I have suffered a different issue, I got a rapid response which is good but the the response just said phone us, it didn't contain details on how to phone them and after both emails I sent them just didn't even acknowledge the other questions the email contained, to top it all off, phoning them didn't actually get me any further either

unsurprisingly I won't be following up on the service (This was removal men)

So what is your strategy for email communication from potential customers?

chez

Joined: 13 Aug 2006
Posts: 35935
Location: The Hive of the Uberbee, Quantock Hills, Somerset

Posted: Mon Jun 18, 07 11:06 am Post subject:
We have a generic 'info@' address on the website that comes straight through to me. We try and get at least a holding response out within 24 hours and a fuller response within three or four working days. Oddly, I am just working on one now!

goldy1

Joined: 17 Sep 2006
Posts: 729

Posted: Mon Jun 18, 07 11:08 am Post subject:
If I don't get a reply at least acnolidging my e-mail is being delt with within 24 hrs I find it very dishartening and wonder if the company realy wants my custome.

Stacey

Joined: 18 Jul 2005
Posts: 8380
Location: Kernow

Posted: Mon Jun 18, 07 11:19 am Post subject:
I have to make myself wait to reply as I don't want them to think I'm a sad sack that sits at the computer all day

jema
Downsizer Moderator

Joined: 28 Oct 2004
Posts: 28237
Location: escaped from Swindon

Posted: Mon Jun 18, 07 11:29 am Post subject:
I reply to most emails within minutes, virtually 24 hours a day When waiting for a reply, I expect it within 24 hours.

boisdevie1

Joined: 11 Aug 2006
Posts: 3897
Location: Lancaster

Posted: Mon Jun 18, 07 11:44 am Post subject:
I reply to emails asap. To do anything else is just plain daft when you're in business. Otherwise why have an email addresss at all?

2steps

Joined: 05 Sep 2005
Posts: 5349
Location: Surrey

Posted: Mon Jun 18, 07 12:49 pm Post subject:
I reply to emails as soon as possible and agree if I don't get an email back from a company I've contacted within a day or two it put sme off or I'll of got fed up waiting and gone somewhere else

Treacodactyl
Downsizer Moderator

Joined: 28 Oct 2004
Posts: 25795
Location: Jumping on the bandwagon of opportunism

Posted: Mon Jun 18, 07 12:57 pm Post subject:
I also find some large businesses can be just as bad or worse that single people companies. Another annoying thing I keep coming across are sites that put details in downloadable .pdf files but misname them or the links so either you can't download them or you cannot open them unless you rename them or the link. Very unprofessional.

Stacey

Joined: 18 Jul 2005
Posts: 8380
Location: Kernow

Posted: Mon Jun 18, 07 12:58 pm Post subject:
I'd like to do one of those emails that tells people you're away for when I'm trading at shows etc. Is it easy?

sean
Downsizer Moderator

Joined: 28 Oct 2004
Posts: 42219
Location: North Devon

Posted: Mon Jun 18, 07 12:59 pm Post subject:
And please can sole traders who are away for whatever reason set up an auto-reply saying when they'll be back?

sean
Downsizer Moderator

Joined: 28 Oct 2004
Posts: 42219
Location: North Devon

Posted: Mon Jun 18, 07 12:59 pm Post subject:
Sorry, cross-posted with Stacey.

bagpuss

Joined: 09 Dec 2004
Posts: 10507
Location: cambridge

Posted: Mon Jun 18, 07 1:01 pm Post subject:

Treacodactyl wrote:

I also find some large businesses can be just as bad or worse that single people companies.

Another annoying thing I keep coming across are sites that put details in downloadable .pdf files but misname them or the links so either you can't download them or you cannot open them unless you rename them or the link. Very unprofessional.

to be honest its worse with a large company

A small company I appreciate might not spend all the time checking email so longer is acceptable

If a large company (especially something which has large resources like a bank) has an email address and they don't respond within 24 to 48hrs even in a form go here to get a response manner its extremely poor

bagpuss

Joined: 09 Dec 2004
Posts: 10507
Location: cambridge

Posted: Mon Jun 18, 07 1:04 pm Post subject:

Stacey wrote:

I'd like to do one of those emails that tells people you're away for when I'm trading at shows etc. Is it easy?

depends on what service/program you use to provide/read your email

I think it is straightforward in at least googlemail

though on a separate note, if possible make sure you don't bounce those messages to any mailing lists etc as that is also very annoying

Rob R

Joined: 28 Oct 2004
Posts: 31902
Location: York

Posted: Mon Jun 18, 07 3:44 pm Post subject:
I try & get on the PC every day during the week, dealing with any e-mails as & when they come (else they get forgotten about & left) The only trouble with that is that e-mailing can take up a good part of the day, but if it's business it needs to be done.

Stacey

Joined: 18 Jul 2005
Posts: 8380
Location: Kernow

Posted: Mon Jun 18, 07 3:49 pm Post subject:

bagpuss wrote:

Stacey wrote:

I'd like to do one of those emails that tells people you're away for when I'm trading at shows etc. Is it easy?

Thanks

Good point about mailing lists.

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