While sidelined by laryngitis, I turned to online methods to reach out to the people I needed to connect with urgently.
I was delighted when I was able to fulfill a promise and deliver a personal reference via LinkedIn. But then I was shocked when an attempt to nail down a venue for an event fell on deaf ears. I went to various venue websites. I followed each venue’s distinct instructions. For example, one site instructed me to ”Email us with your details at info@deafears” while another asked me to ”Fill out this (very elaborate and detailed) contact form and we will contact you,” and another had me ”Call to book your event” at which point I was greeted by a voicemail that does not accept messages and redirected to an entirely different email address. Argh! What is going on? Hello, is anyone out there?
How many of us have a generic email address on our website? You know the one that usually starts with ”info?” Or how many offer a contact form to allow fans to sign-up for newsletters, information or special offers? We offer both options on Impagination’s website. And to ensure those who reach out via our website receive a response, our system provides an automated response while it notifies not one, but three separate people. There is a process for deciding who responds based on the request.
One of the first actions I take when auditing a client’s communication system is to make contact via their website, asking for confirmation to determine who is receiving the message. Far too often I do not receive a response.
So who is monitoring your website contact forms and emails? Do they know how to respond? Is it common that your customers receive no confirmation, just as I experienced during my bout of laryngitis?
P.S. I have yet to receive ANY response to my online venue requests! Colleagues made phone calls to six venues, which resulted in three emails received after my deadline. Is this the experience that you want your clients or customers to have?
Contact us (seriously!) if you want to increase new business by finding out if you are providing a positive experience for clients and prospects who are trying to connect with you in person and online.
Contact Laural Carr at info@impaginationinc.com, 416.538.3330 or 1.877.538.3330. Or visit our website.
