I don’t reply to every email I get and neither should you. Vendors and people pitching you something don’t expect a reply and you aren’t obligated to give one.
Prospective clients are another story.
Respond to prospects, even when they ask dumb questions or annoy you. Say ‘thank you’ for the inquiry, answer their question, and tell them what to do next.
You can use a (mostly) canned response. You can have an assistant respond on your behalf. You can point to a page on your site where they can get the information. But always reply and do it as soon as possible. They might be your next client. Or send traffic to your website. Or promote and share your content. Or send you referrals.
Capiche?
Of course, that goes double for clients and former clients.
When a client emails, you should do everything possible to reply within 24 hours (or the following weekday if it is a weekend or holiday). Actually, try to reply within two hours, even if it is to say you’re not able to respond fully just yet but will do so as soon as possible.
People who have paid you money (or sent you referrals) deserve as much respect and attention as you can give them.
Now, for an example of what not to do.
I recently bought somewhat expensive video course. After I went through everything, I had questions. I emailed the guy who produced the course seeking to clarify some points and to ask about a few things he didn’t address.
What happened? Nothing happened. Several days went by with no reply. I emailed again to ask if he had received my first email. Crickets.
I had asked several questions that could have been answered with a yes or no. He should have replied, if only to refer me to the section of the course where the issue was explained.
There is some good material in the course but I’m not inclined to recommend it to anyone, provide a testimonial, or purchase anything else from him. Too bad.
It takes a lot of effort to create a new client or customer. It takes but a simple error in judgment to lose them.
How to use email to get more clients
