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"Hi Joe, you wrote / phoned us a while back and I was wondering if you ever fond the web site of the widget dealer you were looking for? I really hope so.
Anyway, just wanted to check in because we got some really nice new widgets in stock and that totally reminded me of your email / phone call last week. You can see the new widgets we got by clicking here...
BTW: We pride ourselves on our customer service, and if you think we were helpful in you finding the website you were looking for, we hope you will Like our FaceBook page here..."
If you think you provide a good service and you are craving for customer feedback, then simpy ask for it.
I've noticed over the last 5 years or so, that people in general have become increasingly lazy and rude on the internet.
It might be a good idea to put the names and emails of the people who contact them down in the calendar and follow up with them a week later and ask;
Obviously, my client is not a manufacturer, only a retailer.
The response was simply "we do not sell that product, please contact the seller or manufacturer." Of course, you never hear a "thank you for your help."
.... based on all the emails I have seen, less than 1% actually write back and thank her for her help. And, to my knowledge, these people do not shop on her site in the future despite the fact she has demonstrated great customer service.
... the moment you do not help someone, customer or not, your name could be smeared across the net without you even knowing.
So why can't people read?
"Oh that's terrible, but sorry, we don't sell that product. We do have these (link) that are (less expensive, better product, define value) if you'd like to have a look. Best of luck in resolving your problem, thank you for shopping with (companyname.)"
[edited by: tangor at 10:53 pm (utc) on Jan 3, 2012]
And you wonder why they're not your customers? It's not a game for them.
What you should've done is quit screwing around and told them to pick up the phone and call you. Spend 5 minutes on the phone helping them out. And if they won't call, then you can blow them off.
If you can't turn technical conversations into sales then maybe you should continue treating your business as a game.
Maybe I am being too sensitive.
If I were smart, I would think there is a business opportunity in there somewhere.
Maybe an online clearinghouse for responding to non-customer emails.
In the end, I guess the response to a non-customer depends on a business owner's personality.
No, what I meant was that if it took 50 emails to help get the item working properly for the customer, then probably there are a LOT of frustrated customers out there... so it might be a good idea to have tutorials or video demos or something else on how to use the product.