Real-life example of how terrible
customer service cost a sale
A couple of months ago, you might have read the article I wrote about the Sales Prevention department.
It basically described how many companies lose a ton of business because of the way they reply (or not reply) to customer service and sales inquiries.
I’m talking about questions from not only prospective buyers, but also from active customers.
Seems like many businesses don’t place a priority on the way they handle these requests. (Hopefully, yours isn’t one of them)
So today… I’m reprinting an actual e-mail inquiry and the actual reply from the company. The company name has been changed to protect the stupid.
Then you can decide whether their reply:
- Was a good reply
- It was a dumb-ass reply
- Maybe it was humorous
- Or they just plain don’t care about customers…
But first a WARNING!
Whatever you do, don’t reply to your prospects and customers like this company did!
It could destroy your reputation and your business.
My original e-mail
(with subject line to an online distributor of small engine parts…)
To: Joe Blow at parts place
Subject: Looking for part
I’m looking for a retainer bearing p/n 784-0357 for MTD (looks like it fits other mfgs)
Your online price says “call us”.
Whats the deal… Do you have them or can you get them?
Web, SEO, Direct Response Copywriter
(Embedded picture of my book)
“How Your Local Business Can
Get More Customers on the Internet”
Their reply: (short and sweet):
To: Merrill Clark
Subject: RE: Looking for part
Send your spam some where else
My immediate reaction was… “Huh?” How could asking for part number information be spam? Jeesh…
Note** On a positive note, they did at least reply from a real person, and they replied quickly.
Truly customer service at it’s finest! NOT!
I have to admit — I was confused — I laughed — I got angry — I thought about it for a bit — then I replied.
(Professionally of course, since I know that everything online stays online forever.)
How would you have handled it? (Leave a reply below)
Oh… If you are curious about what my reply was, simply post a comment below, and I’ll send it to you.
If you need help with website design, writing SEO optimized web copy, email marketing, or other online marketing strategies, I can help!
To your marketing success!
Website and Marketing Copywriter
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