Like most cavity-fearing Americans, I get my teeth cleaned twice a year. The appointments are booked six months in advance. My most recent appointment was set up for January 15.
It was added to my calendar. All set.
On Jan. 1, I received a text reminder.
On Jan. 12, I received a text reminder.
On Jan. 14, I received a text reminder.
I guess I am a unicorn in that I note my appointments and show up for them. My understanding is the no-show rate is quite high. Charging for that time is challenging, I would imagine since most people would first fight the charge and then resent the charge enough to switch dentists.
But three text messages?
Communicating with a client regarding an order can be similarly challenging. Where’s the balance?
Once a delivery date has been established, the most important part is the confirmation once you have confidence in the ship date. Two days ahead of time, a thumbs up/thumbs down message is a good first step. From there, it depends on the critical nature of the job as to whether a second message is warranted. You should also learn a client’s preferences ahead of time as everyone is different and while you want to provide good customer service, you don’t want to be as irritated as I am with my dentist.
I am tempted to take the following actions:
- Call them to leave voicemail and acknowledge receipt of their texts.
- Call them the morning of the appt. early enough so I once again get voicemail to let them know I am on my way and remind them to get ready for my cleaning.
- Call them from the parking lot to tell them I’ve arrived and will be there shortly.
Alas, I have been advised not to irritate someone who will stick sharp objects inside my mouth and to just write a blog instead.
<<sigh>>
Bill Farquharson’s clean mouth cranks out a lot of valuable content and it has been captured inside The Sales Vault. Go to SalesVault.pro or call Bill at 781-934-7036.
When That Much Is Too Much
The following post was originally published by Printing Impressions. To read more of their content, subscribe to their newsletter, Today on PIWorld.
Like most cavity-fearing Americans, I get my teeth cleaned twice a year. The appointments are booked six months in advance. My most recent appointment was set up for January 15.
It was added to my calendar. All set.
On Jan. 1, I received a text reminder.
On Jan. 12, I received a text reminder.
On Jan. 14, I received a text reminder.
I guess I am a unicorn in that I note my appointments and show up for them. My understanding is the no-show rate is quite high. Charging for that time is challenging, I would imagine since most people would first fight the charge and then resent the charge enough to switch dentists.
But three text messages?
Communicating with a client regarding an order can be similarly challenging. Where’s the balance?
Once a delivery date has been established, the most important part is the confirmation once you have confidence in the ship date. Two days ahead of time, a thumbs up/thumbs down message is a good first step. From there, it depends on the critical nature of the job as to whether a second message is warranted. You should also learn a client’s preferences ahead of time as everyone is different and while you want to provide good customer service, you don’t want to be as irritated as I am with my dentist.
I am tempted to take the following actions:
Alas, I have been advised not to irritate someone who will stick sharp objects inside my mouth and to just write a blog instead.
<<sigh>>
Bill Farquharson’s clean mouth cranks out a lot of valuable content and it has been captured inside The Sales Vault. Go to SalesVault.pro or call Bill at 781-934-7036.
Bill Farquharson is a respected industry expert and highly sought after speaker known for his energetic and entertaining presentations. Bill engages his audiences with wit and wisdom earned as a 40-year print sales veteran while teaching new ideas for solving classic sales challenges. Email him at bill@salesvault.pro or call (781) 934-7036. Bill’s two books, The 25 Best Print Sales Tips Ever and Who’s Making Money at Digital/Inkjet Printing…and How? as well as information on his new subscription-based website, The Sales Vault, are available at salesvault.pro.