Companies Ignore Email Complaints, Reply Quickly To Sales Requests
from the let's-think-about-this-logically... dept
I'm sure this won't come as much of a surprise to most people, but a new study has shown that 50% of complaint emails get ignored. However, nearly 100% of sales emails get a response. Surprising? Not at all. Still, it's not particularly intelligent. Your customers are the ones who are already paying you, and thus, are much more likely to pay you again (or keep paying you, if it's a service) than any new potential sale - though, not if you don't respond to their complaints. Plus, pissing off an existing customer is almost guaranteed to get negative word of mouth going. While new sales prospects are always important, treating existing customers well should be seen as much more important. Unfortunately, too many companies have a short-term view of not caring once they've received their money. They view sales as a revenue generator and customer support as a cost center - when customer support can often be much more important in generating revenue.