Just for a moment, let’s forget about optimizing your website design for conversions and think about how many times you’ve let a good lead slip through your hands simply because you failed to follow up on an inquiry that came through your “contact us” form. What did you really just miss out on? Let’s think about what we know about this person…
- They want to learn more.
- They tried to engage you.
- They told you how to reach them.
- They want to be your customer!
And to think you let them slip through the cracks because you were too busy to spend 5 minutes typing out a personalized response email. You, my friend, have just had a serious #OPPORTUNITYFAIL.
It’s important to always look for ways to optimize your website for conversions, but if you don’t take the time to follow up on every legitimate inquiry you receive you might as well pack your bags and go home. You can’t complain about a lack of new business if you fail to follow up with someone who has expressed their interest so clearly, and you never know what opportunity lies behind that email address – it’s quite possible that you might have missed out on a game-changing deal that could take your business to the next level.
The next time you consider archiving that inbound email inquiry without responding, do yourself a favor and repeat this mantra: “I will answer every legitimate inquiry my website receives within 24-48 hours, regardless of the day of the week.” The internet doesn’t observe weekends. If you’re serious about building your business online, neither will you.
If you need more inspiration, take a moment and read what my friend Evan Hamilton had to say over on the Uservoice community blog. They aim to answer inquiries in a hour or less – now that’s what I’d call customer service.