Time is money

[Brian d marge]

It's just one of the many things I do during the day, some days are real busy so occasionally I'll never get back to doing e-mails that day, then by the next day senility has kicked in and I don't remember....
Though I do normally find them again within a couple of days. This isn't about me tho, I was just offering an example of what can happen, I've had it happen to me too, fairly recently with m/c dismantlers. e-mailed 3, got an answer from 1 about 3 days later......

No thats actually a very good scenario , So they ( as per usual) I suspect the system is broken . It depends on how much priority you place on customer correspondence

If I were to say if you reply to my Email I will give you 1000 dollars , I am quite sure you would reply quickly , on the other hand if I said It will cost you 1000 as soon as you reply ,,,,,

I always sit down ( Now ) before I start physical work ,,and answer all the Email ( and KB ,,) you will find the time I reply to KB similar , Morning ,(,Now),,,,,, and Evening ,,, after work , with a beer , I reply to those that arrived during the day

I have a smartphone and I have just bought a Tablet ( viagra) and these have freed my time up a lot ,

I wonder if this is common to most business in NZ??

Here the customer is King , and if you say something , it happens . period , so if you say three day it happens in three days or you don't say it

So most people if they are unsure will give an Over estimate , 6 days and say ring on the 4th for example

learnt so much since I have been here and have so much to learn

Stephen

[Toaster]

I should bloody well hope so
I got a muffler from the Netherlands to Auckland in 3 days, via Germany,China and Singapore.
Although it'll probly take another week to get from Auck's to my place

Funny you should say that. I have imported all manner of motorcycle bits over the years to NZ and they are usually in country within a couple days despite the fact they travelled right around the world and across continents and yet take nearly another WEEK to reach me here in rural North Auckland from South Auckland.

The damn horse and cart just ain't that fast in these them parts.....

[White trash]

IT nerds have been telling NZ businesses (especially retail based businesses) for the past 5 years that we're woeful at maximising out web based potential. Businesses seem to think that if they have a www, then they're good to go. It just isn't true unfortunately. Alot of business (once again, retail based ones) view web based enquiry as the least important to deal with. Despite the ammount of absolute shit and time wasting enquiry we get daily, we endeavour to at the very least RESPOND asap. It's actually very easy to weed out the time wasters from the genuine buyers, simply ask for a phone number in your response along with the answers to their questions. Buyers come right back with a phone number to discuss further.

[Maha]

IT nerds have been telling NZ businesses (especially retail based businesses) for the past 5 years that we're woeful at maximising out web based potential. Businesses seem to think that if they have a www, then they're good to go. It just isn't true unfortunately. Alot of business (once again, retail based ones) view web based enquiry as the least important to deal with. Despite the ammount of absolute shit and time wasting enquiry we get daily, we endeavour to at the very least RESPOND asap. It's actually very easy to weed out the time wasters from the genuine buyers, simply ask for a phone number in your response along with the answers to their questions. Buyers come right back with a phone number to discuss further.

I personally dont have a problem or give a shit if the business in question here replies or not, they have lost out (this time) on a sale of $250.....another business got the money. I will still shop at the other place when needs must.
My email would not have gone straight to spam or junk because I am on thier mailing list.
$250 may not be alot to be concerned about on the grand scheme of things but, is my online enquirey I the only one to have been overlooked?... probably not.

[DEATH_INC.]

I always sit down ( Now ) before I start physical work ,,and answer all the Email

Yes me too, first thing is organise invoices etc and e-mails and stuff, UNLESS there are customers waiting.....

[DEATH_INC.]

My email would not have gone straight to spam or junk because I am on thier mailing list.

So they know who you are then.....that explains it

[Maha]

So they know who you are then.....that explains it

...does explain the ''Sorry we're closed'' response when I walk in the door...

[Robert Taylor]

I sent an email to an Auckland company enquiring as to the stock availabillity of a particular item I wish to purchase.
The email was sent on Wednesday the 10th (last week)
I have still yet to hear back from them...
Was having a bit of a sift through TM on Friday, came across the item was looking to buy. They had other styles also from which to choose.
I enquired about a different style, but they didnt have a size that would fit..they answered my question within 30 minutes.
Back to my original thought of purchase.
''Do you have this in stock and in my size''?
Less than two hours later I had an answer..yes they do.
Out came the credit card and the item will be here within seven days.
When (and if) I finally hear back from the Auckland company, I will explain to them as to why I am no longer in need of thier assistance in this matter.

Clearly there are companies out there that need a bomb under them and a lot of that is down to employees that clockwatch and are only there to collect their weekly pay cheque, also management issues.
My situation in running a small business is likely typical of many in NZ. I.e we cannot have staff running around left right and centre to answer enquires practically instantly, especially as many of our enquiries require a technical focus . I need to be ''on the tools'' for a good part of the day and its me that answers most if not all of the enquiries. Some or even a lot of the answers require a reasonable amount of research and can be quite complex. So at least 5 nights a week Im spending 2-3 hours answering such enquiries, and also justifying the advantages of buying off the NZ local rather than offshore!
Right now we have just answered some queries that came in as early as last Wednesday but there are still a few more besides! We have an automated reply but such are always a little worriesome and less than ideal. You ring telecom and other big companies.......... ''Your call is important to us and you have been placed in queue, please spend the next half hour of unproductive time listening to our poxy elevator music''
Lack of immediate response is not always due to lack of interest or being slack. I personally hate losing sales to overseas companies, especially if I havent even been able to be given the chance to quote something close ( if possible ) and also point out our advantages / points of difference. Every sale offshore threatens the job security of ordinary everyday Kiwis. Thats something we should all be very concerned about.

[hellokitty]

I am the one at my work answering all the emails as well as being in the surgey all day. I still manage to do it - I want my boss to earn money so he can keep paying me! I don't understand how hard it can be to do that?
Shit, I went to a Mag and Turbo shop, pointed out the mags I wanted with the tyres they recommended and asked them to put them on my car. They said they would order them in for me, will be here tomorrow. Never heard from them again. They had my cell phone, work phone and email. They could afford to lose that business? I doubt it.... just too damn lazy I think...

[Edbear]

My business is only small at present but it is growing and I've been in business long enough to know the vital importance of service above all else. I have an iPhone so I get emails anywhere, anytime and always try to answer immediately.

I sold two batteries today, the customer had emailed me twice to ask questions which I answered immediately. He asked if he could pay by credit card over the phone. While waiting for his call, I packaged up the batteries ready to post. When he rang, I told him they were ready to go. After taking his card details, he said he was amazed at the fast service and quick response to his enquiry! He should have the batteries by Thursday and he assured me he was going to promote them and my service among those he was associating with. His association could mean dozens of sales in the very near future.

I look to the long term and from experience, going for the quick buck, and ignoring people is definitely the wrong way to go. One never knows who one is dealing with and who they may know or be associated with, leading to a network of valuable contacts. Even the lowliest appearing customer may be a valuable contact for future business!

Treat everyone as important and be quick to either respond, or if you do mess up and forget, be quick to apologise and make it right. Taking a loss to make it right can be thought of as advertising and PR and I've never regretted doing so even though I have copped some criticism for it.

[Brian d marge]

Clearly there are companies out there that need a bomb under them and a lot of that is down to employees that clockwatch and are only there to collect their weekly pay cheque, also management issues.
My situation in running a small business is likely typical of many in NZ. I.e we cannot have staff running around left right and centre to answer enquires practically instantly, especially as many of our enquiries require a technical focus . I need to be ''on the tools'' for a good part of the day and its me that answers most if not all of the enquiries. Some or even a lot of the answers require a reasonable amount of research and can be quite complex. So at least 5 nights a week Im spending 2-3 hours answering such enquiries, and also justifying the advantages of buying off the NZ local rather than offshore!
Right now we have just answered some queries that came in as early as last Wednesday but there are still a few more besides! We have an automated reply but such are always a little worriesome and less than ideal. You ring telecom and other big companies.......... ''Your call is important to us and you have been placed in queue, please spend the next half hour of unproductive time listening to our poxy elevator music''
Lack of immediate response is not always due to lack of interest or being slack. I personally hate losing sales to overseas companies, especially if I havent even been able to be given the chance to quote something close ( if possible ) and also point out our advantages / points of difference. Every sale offshore threatens the job security of ordinary everyday Kiwis. Thats something we should all be very concerned about.

do you need to answer all your call can't your staff, is the communication channels between you and your staff OK. what I mean by that can you trust your staff to provide good technical service? if not are they trained or are you micro managing?
are your hours set up to answer email, I do a lot of my work at night and cruise through the day ....( this is just my personal choice,,,,,,) I fluff around during the day but in an hours time I will (its seven at night now) go and start doing the hands on tools
There are reason other than interruptions ..its Friggen hot during the day here,,,, and cooler at night

just a few tought s I know telephones and now emails can really subtract from productive time ....but they bring in the money are the better they're handled the more money they bring
IMHO


Stephen

[Brian d marge]

My business is only small at present but it is growing and I've been in business long enough to know the vital importance of service above all else. I have an iPhone so I get emails anywhere, anytime and always try to answer immediately.

I sold two batteries today, the customer had emailed me twice to ask questions which I answered immediately. He asked if he could pay by credit card over the phone. While waiting for his call, I packaged up the batteries ready to post. When he rang, I told him they were ready to go. After taking his card details, he said he was amazed at the fast service and quick response to his enquiry! He should have the batteries by Thursday and he assured me he was going to promote them and my service among those he was associating with. His association could mean dozens of sales in the very near future.

I look to the long term and from experience, going for the quick buck, and ignoring people is definitely the wrong way to go. One never knows who one is dealing with and who they may know or be associated with, leading to a network of valuable contacts. Even the lowliest appearing customer may be a valuable contact for future business!

Treat everyone as important and be quick to either respond, or if you do mess up and forget, be quick to apologise and make it right. Taking a loss to make it right can be thought of as advertising and PR and I've never regretted doing so even though I have copped some criticism for it.

well done ....this is how I try and work .....but I may have left the wrapping till later due to my shear laziness
Stephen

[jonbuoy]

The guy on trade me owns the business and sees the profit from every sale he makes, the guy answering the emails at the retail store is probably paid by the hour and might have a few other things to do as well as answer emails. Sometimes its better to be a "big" customer for a small business than just another customer reference number for a big player whose main concern are its biggest payers.

[Edbear]

well done ....this is how I try and work .....but I may have left the wrapping till later due to my shear laziness
Stephen

Well, I did have to get up from my chair and walk to the garage and get them and it was time for coffee anyway, so I put the jug on while fetching them and wrapped them on the kitchen table while having my coffee.

See, I multi-task every day, and I do like working from home, with the heater and TV on. It's a hard life, but someone has to do it...

[Brian d marge]

Well, I did have to get up from my chair and walk to the garage and get them and it was time for coffee anyway, so I put the jug on while fetching them and wrapped them on the kitchen table while having my coffee.

See, I multi-task every day, and I do like working from home, with the heater and TV on. It's a hard life, but someone has to do it...

I understand completely !!!!

Stephen