When you have a business, often the customer interacts with you at various touch points. These touch points are your phones, email, social media accounts and your sales reps. The customer often expects an answer in not more than beyond one day. A lot of companies acknowledge the first call from the customer by confirming that they would call back or reply to their email as soon as possible. Then they call a little later to address the query of the customer.
It is simple process that has been made easier by the use of auto responders. Recently I had a chance to interact with an entrepreneurial company. This company offered something unique which was not offered by anyone else in my part of city. I was interested about their service and before signing up wanted to clarify a query with them.
I sent a simple email asking for a response about my query from the company. I was promptly greeted by auto responder. Here it is.
Satisfied with the auto reply, I went about doing other work . It has been almost a day since I heard from them. It seems they are not monitoring their most advertised customer touch point, their email. It makes me wonder how would they treat me once I become their customer.
I am not reading much into this. Maybe it is just an oversight, I cannot say for sure. But as an entrepreneurial company, it is a big mistake on their part. Customer experience starts right from the time customer sees something about you at first. If a customer has decided to send a mail or call up your number, it is because they are interested in your product/service and they probably will buy from you.
If you are found lacking in your response to the customer first time, you have already lost a part of the goodwill. You have lost customer trust. Repeat it often and you will find your reputation lost even before your make your first dollar.
It is really easy to lose customer like this , hard to gain them back especially if you are a young entrepreneur. First interaction is very important. Do not let it go as unattended, lost email.