Web Critic

It is difficult to believe that this actually happens. In the world of domestic heating oil suppliers, there are departmental managers and sales staff that should be weeded out and publicly humiliated for total incompetence.

Imagine this…you send an email enquiry to a company selling heating oil explaining that you have run out of oil, live locally and would like a call back as soon as possible. 4 days later you are still waiting for a call….the house is freezing, the children are blue with cold and the Aga won’t work because there is no oil.

So you ring them up and explain that you needed some oil last week…” Oh, I was out of the office that day”  What! Nobody covers for this person and checks her mails? Worse than that, I was told that usually everybody gets a call back within 7 days. 7 whole days without a call and then you expect to get their business…how are things in Fairyland?

The whole point about web enquiries (web based sales leads) is that they are hot, very hot indeed. The customer is in “buying mode” so call him back quickly before he goes elsewhere….we are talking minutes, if possible. The web is different, so try and understand it and take advantage of it. Sales leads are the life blood of a company especially in the highly competitive market of heating oil, a commodity product that is very price sensitive. So please,  just try and give that little bit of exceptional service to customers. It is likely that your price and product alone will not be sufficient to win that order.

Just ring them back quickly…it’s as easy as that! Unless you really don’t care if your customers are freezing!

Till soon,

Warmly yours,

TWC

This entry was posted on Tuesday, November 27th, 2007 at 2:48 pm and is filed under Companies & Organisations. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.