Do You Black Hole Your Business Customers Or Contacts?
Posted by Mitch Mitchell on Oct 8, 2008
I'm presently at this convention in Chicago. Today I met up with a guy I've known for a long time. When he asked me how I was doing I told him that a representative from his company had contacted me about a possible contract last week, and how I'd written her back then never heard anything again. I told him that if I'm treated that way, and I've known him for many, many years, just how are other people being treated? Since it's his business, and of course it was something that could have affected my business, I felt I needed to let him know.
This seems to happen to me often; it's like my business and my home are black holes to other businesses. Quite often I get calls from people asking me questions about availability, then I never hear from them again. If I gave them a blanket "I'm not available" or just said no, I could understand. But when I say I'd like to discuss it or something of that ilk, quite often after I've sent them some information, I may never hear from them again. Sometimes I try to call back, and I get an answering machine, and still nothing.
The same happens at home, unfortunately. We contract with people to come do an assessment and send us a quote, and we never hear back from them. In early September, we had contracted with a guy to replace a window in my wife's rooom, which he'd measured and said he'd even bought the window, scheduled a time to make sure I'd be home, and then nothing; no phone call, no visit, nothing. About 4 hours later I called to complain and he said he'd forgot but was going to get to it, and I canceled, because I had something else I had to do, and said we wouldn't be needing his services.
Contractors are bad, but why is that? And, more importantly, why do we let them get away with it? For that matter, why do we let anyone get away with these types of things, especially when it concerns some type of business?
Dr. Phil is often saying "we teach people how to treat us", and I fully agree with that. Earlier this evening I wrote another consultant who'd sent out a call looking for people who could do a certain type of project, and asked him why he never got back to me because I'd told him I would be interested in hearing more. I know him, and as another independent consultant one would think he'd know better because he hates when the same type of behavior comes back his way.
As a sidebar, I often receive resumes from people who don't know I'm a sole proprietor, and most of them wouldn't have the experience to work in my field anyway. Yet, I always get back to these people, either by email or by picking up the phone, just to let them know I received what they sent and to tell them just what kind of business I'm in.
Part of me wants to ask them why they didn't research my business online first before sending me something, since I'm all over the internet and, if I were a large corporation, would probably not take seriously someone sending me information that couldn't help my business, but the other part of me acknowledges that it's a tough job market, and I just want to get back to them because I know most of the companies they actually apply to, possibly even interview with, will never get back to them. The way I see it, if I treat them as personally as possible now, who knows if they might remember it when they get somewhere else, are possibly in a position of authority, and may need someone who provides my services.
Do you or your employees tend to black hole your customers or contacts? Are you really so busy that you can afford to turn away potential customers or clients by not acknowledging them? Do you like it when someone else does it to you? Something to think about as you consider how your business is being run.
I think it is good you let him know. It is annoying.
Several years back my husband was contacted by a company who wanted him to do some work for them. He gave them numbers, and they said they wanted him to do the work, that he needed to have his own insurance, so he checked into that. After jumping through several hoops, time to get a written contract and he never hears from them again, nor did they answer his calls.
Then last week, a guy who works for the same company called and said we need your help, come out and see what equipment we need to set up . . . equipment, what you would charge, what equipment costs.
So he spent a full day getting info for them because the guy asking was a friend, was told they have new management. However, he still has not heard back from them one way or the other. But if they do not get back with him, I don’t picture him giving any more free advice. Next time he would charge for his time.
Heidi Caswell´s last blog post..Making New Online Connections
I’ve given away a lot of free information and advice in my day, including lately on Ryze to this young man. At a certain point, though, you just have to stop and step back and say “okay, that’s the last freebie”. If they value you, then they’ll pay; if not, you’re not wasting your time anymore. But I’ve also had to learn what “not” to give away, as sometimes you do something for someone and they take your stuff and put it on themselves. Not happening like that again.
I know of companies who just do not want to handle small contracts so they either over quote or never bother to call back. I remember once that I had a quote for an extension to my home and most quotes from bigger companies were in the $20,000-35,000. I ended up getting a very professional job for $10,00
At least you got the comments, and the return trips. My wife and I,… sometimes we wonder.
When you’re dealing with corporations, unfortunately it’s fairly common not to hear back or receive adequate follow up. I’ve learned to ask qualifying questions during the conversation to understand timelines and follow-up process.
Secondly, I’m able to set my expectations appropriately and move on to other opportunities.
It’s a challenging scenario that requires the right mindset to tackle. Hang in there!
I’m going to have to get better at the qualifying question, but it’s still no excuse for being inconsiderate. Even if they’re big corporations, you’re only talking to one person at a time.
There seems to be an ongoing trend in the last 5-10 yrs. – no follow-up. It seems everyone knows what their job is; but has lack of follow-up, this is part of customer service.
Recently, I was on a contract at a facility & the majority of the problem was lack of follow-up. This facility could’ve been the black several years ago, but if you don’t train properly, or have ‘common sense’ you might as well give away free services.
Its frustrating!
That’s for sure, Cheri. Good customer service can save a lot of companies and make them a lot of money.
I really hate coming back to this topic, but I do have a genuine complaint and Mitch I can ‘blame you’ for this one.
Thursday the 23th, I was offered a contract by my company in less than a 15 minute phone call. The job wouldn’t start until Nov 10 for me and a colleague would join me one week later. My office said they would call back the following Monday,(yesterday) to set up arrangements and give me details. I have emailed (with a return reciept)and made one followup call to my office.
How hard would it be to:
A. email me back or B. pick up the phone ?
After talking to the colleague, I have found out that they may not be able to join me on the project. So it seems to me it was an ‘idle’ call, I am not sure. All I know is, I’m on ” hold ” or put to the side as it seems to me they really didn’t have the contract signed and sealed.
Followup is dire, this is my strongest point in all of the projects I’ve ever worked in. I find it RUDE when I’m avoided.
Just give me the bad news..
Sorry for the rant.
My fault, eh? lol Well, the good news is that I fully agree with you. As an independent consultant, I deal with that same sort of thing all the time. I then, slowly, start making some arrangements for taking care of some things in case I’m not going to be home, and then I don’t hear back from someone, even if I call them back or send an email. In the moment, it’s always about their needs, but they tend to forget that they’re just like me, business people who, if the show was on the other foot, are waiting for that return phone call.
Go ahead and rant; I’m with you 100%.