Asking missed customers for feedback ?

Scottishbod

Recently a few people have asked for samples of product, but I didn't hear back from them. Obviously they went elsewhere.

Would it be appropriate to follow up with an email asking why they didn't choose me, or would this seem rather needy and pathetic ?

jexygirl

I think its absolutely essential that you follow up a sample request. Thats how you generate buisness - and I would be sending samples to everyone and anyone that might possibly have an interest, then be on the phone following up every sample sent within a 5 day period to give them chance to have received it, and assess it, and strike while the iron is hot.

Feedback is always good, positive and negative - the negatives "can"help, but you have to be prepared for negative - tripadvisor is THE bain of my life!
You can please thousands, they all promise to give feedback and don't. The one you don't please will.

I think it is appropriate to ask for sure, otherwise you have no way of knowing whether what you are doing is what people want, but perhaps in a simple quick Q&A format - perhaps 5 questions or something if via email but be prepared for a low return if you choose to mail - people are busy - a call, even if it takes 5 goes, is more personal and gets the person to talk.

In my days of being a "medical rep" we followed up ALL sample requests, thats what led to buisness - they expect you to go to them, not vice versa, so I don't think it would be "needy" to follow the sample request up, and the genuine people that requested it will almost expect it.
Good luck
Jex

PasturesNew

I'd have thought it compulsory to follow up - otherwise what's the point of doing it? It should have been in your initial marketing plan. In fact, I'd have plugged them into a whole series of follow ups/other tempting offers etc.

Why not mail them with a 10% off your first/next order voucher, which they get after they've given you feedback.

Scottishbod

Thanks, i'll do that. Any thoughts on the wording ? I don't want it to sound pushy or rude.

paulwf

Loads of good points raised but I just wanted to say about negative feedback. As hard as it is embrace this, your customers are telling you how to improve your business and this type of advice is invaluable. A lot of businesses make it impossible to give negative feedback to them as they instantly clam up and get defensive, some even argumentative and rude.

If I'm the customer and I'm not buying and have genuine reasons not to then finding out why so you can change is the best feedback you can get. With most suppliers its like they put a shield up so I'll just give up and go elsewhere.

Scottishbod

I've been sending surveys following up enquires now, and offering 20% off any future purchases, but not getting any replies at all

jexygirl

Are you doing this all via mail rather than speaking to actual people? If so, that is part of it perhaps.
Jex

Horace

I must admit that I am more likely to react to a phone call rather than an email, I must admit that when someone sends me a survey asking for feedback that I delete it because I don't have the time to deal with it and if they wanted genuine feedback then they will call me. It is far easier to delete an email when you have 2000 in your inbox every day than it is to put the phone down on someone who calls for feedback.

I always ask for feedback and will always do this by phone because it shows that I have the personal touch and I care, an email can be too impersonal.

Tiddlywinks

Who are your customers? Commercial or private? What is the product?

The wording and follow up methods will be different based on this info.