Email and Telephone Contact Tips. Communicate better with clients.
Four Email and Telephone Contact tips when contacting bulk lists of clients.
When handling bulk contact lists of clients you will use an email template.
TIP-1. Evolve the Email Template: All email templates will evolve based on the feedback you receive as you progress communicating with your clients, this is good, times change. Advice: Keep all versions of the templates. You can revert if the new one fails.
TIP-2. Play with the Send Order: Think about the process order. Send email first then call? Or the other way round which is best?
Example: I am working on a client contact campaign now. The objective is to contact all the clients within 30 days of sign up. Let them know we are here to help and support, provide contacts for the client use should they require. The contacts must be documented and evidence provided to demonstrate all clients have been contacted as best as is possible.
Initially we failed, we did this:
-Called and spoke with the client and then sent an email.
PROBLEM – over 80% of calls were not answered.
BAD RESULT – only 20% contact.
So we flipped it over! We changed the order.
We emailed the template FIRST, included a paragraph that explained we will call them, told them when and provided the number we will be calling from. We called after the email and the answers escalated to 60%
PROBLEM REDUCED – just 40% of calls were not answered.
GOOD RESULT – 60% contact.
• No extra effort – just changed the contact order.
TIP – 3. Ask and you will get. Ask during your call or email for your contact to do something; visit a link, reply with an up-date etc. And they will do it. Don’t ask – they won’t! It costs you nothing to ask. We asked in this campaign for clients to reply with an update – we said ‘An update will be great!’. The result is occasionally we do indeed get an update from the clients – which is great.
TIP – 4 . Say ‘Thank You!’ <<< Like that. It’s a positive high-five – Thank You! And we find clients interpret it as a genuine, punchy, up-beat – Thank You!