Follow Through and Thank You

A few weeks ago, I received an unsolicited email and phone call from a communications service provider asking if I would be interested in learning more about what they do and what they could do for my agency. I was, so I emailed them back and then when I didn’t hear from them, I called and left a message with the person who had originally called me. I’m still waiting to hear from them.

A few days ago, I was online looking at a professional services provider and the site prompted me to complete a form indicating my interest and they would contact me “right away.” I’m still waiting to hear from them.

Earlier in the week, I was asked by a friend of mine for a referral to a provider that could help them with something HR related. I tracked down a provider through my internal resources, then called the provider to give them a heads up that they’d be hearing from my friend. I left my phone number and email with them. My friend emailed me back to say thank you and that he had already scheduled a meeting with the provider, which by the way, could wind up being a significant engagement for the provider. I’ve yet to get the slightest acknowledgment from the provider. A simple “thanks for the referral” would be the courteous thing to do.

It’s never been easier for us to connect, which also means that it’s never been easier for us to be courteous and in the instances cited, discourteous.

Thank you. You’re welcome. Appreciate the connection.

It’s not that hard, people.

We can use algorithms to target and retarget potential customers, but at some point, it comes down to someone making a connection with someone else. In the first two cases I mentioned, my customer journey ended and will not continue because someone dropped the communication ball. That tells me something about the culture and service orientation at those organizations.

In regard to the referral, maybe something came up that prevented him from getting in touch with me, but nothing so serious that prevented him from booking a new business appointment with my friend within hours of getting the information.

I’ve been guilty of not following through, but I do make an effort to respond to people I’ve initiated contact with and with people who contact me unsolicited looking for a job. Even if it’s late, better to apologize and acknowledge than to do nothing at all.

Sometimes the smallest things can make the biggest difference. So, thank you for reading my blog this week. I appreciate the connection.