Users Engagement Strategy – Basic Courtesy

Basic courtesy goes a long way and there is no denying this fact. Showing courtesy starts with your first interaction with the client.

Following are a few tips to keep in mind:

  • Be very polite while answering your prospect’s query. If you are using a text messenger, then write complete sentences while answering. Don’t use chat language and especially slang. Never write in ALL CAPS. This is equivalent to screaming at someone.
  • If you are on a phone, then be very cautious about your words. Speak slowly and clearly. Always introduce yourself as soon as possible in the call. Create an impression through your voice and pitch that you are sincere, friendly, responsible, and dedicated to resolving your prospect’s query and above all, you are not hearing but listening. Paying close attention during telephonic conversation is very important. A client may not like to repeat twice or thrice or get answers which are not relevant to his query.
  • Never lose your cool no matter how rude or abusive your prospect is. Never try to win over an argument. Profanity, argument, and anger are some of the fastest ways to lose your clients.
  • If you can’t provide 24/7 phone support, then clearly specify your phone hours on your website. You don’t want to irritate your prospects by not answering their calls. Leaving a voice message on your answering machine is a good option. However, it should be beautifully crafted. Provide useful information like when you will be back or when you can be contacted. Also, encourage your prospect to leave back a detailed message so that you can later get back to him with all the needed information.
  • You should get back to your prospect in case he doesn’t call back. Don’t wait for his call. It is you who has to sell. Never put your prospect on hold for an excessive amount of time. He may cut the call out of frustration and decides not to buy from you ever.
  • Call your prospects and thank them whenever they make a purchase or inquire about a product. If calling each and every client is not possible, then send them personalized emails. Avoid sending auto-generated emails to your clients. Auto-generated emails give your client the impression, that he is just another number in your mailing list and you don’t care. It is just like playing a tape recorder when someone visits your store and inquires about a product. Generally, auto-generated emails send responses to some most frequently asked questions which may not resolve a specific query of your client and consequently encourages him to go to your competitor. There is plenty of mass mailing software available out there that claims to personalized emails.  But any sane person can easily differentiate between an auto-generated email and a personalized email.
  • Never fail to respond to an email query. This creates a negative buying experience. If you make a blunder or are not able to fulfill your commitment on time, then admit your mistake without making any excuse. Apologize in a manner that you really mean it and do your best to make your client happy.

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