The Power of a Thoughtful Reply
Tuesday 25th February 2025Filed in: Work
Sometimes, it takes a frustrating customer experience to realise you might be making the same mistakes in your own business.
Take, for example, my recent search for a venue for this year's Craft+Work events. I contacted around ten venues in London. Five replied. Of those, only three responded as if they'd read my short requirements brief, and just one consistently followed up beyond their initial reply. Long story short, they are getting the business.
This experience got me thinking about how I could improve my own email practices. Here are three things I'm considering:
- Creating more useful text expanders (I use aText) to speed up responses without sacrificing personalisation.
- Create a short PDF outlining my key services and offers to send with enquiries if I am pushed for time "right now".
- Set and communicate follow-up expectations and follow up without feeling bad about it.
It's a good reminder to check all the other little touch points in my business. Next up will be my newsletter auto-responsder.
Also Filed in Work
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