Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Sat Aug 30, 2008 6:27 pm Post subject: When Should I Market My Company?
This week was my wife and my anniversary, so I had booked a balcony room at the Royal Sonesta Hotel in New Orleans. With the impending storm, I cancelled earlier in the week. That evening, when I checked my email, there was a message from the hotel.
It was a cancellation confirmation, but there was also a note attached. They hoped my anniversary would be a nice one, in spite of the disappointment. They also offered to give me the same rate (very good Summer rate) if I would like to reschedule, at a more convenient time. Included were links to their website, showing the rooms and describing the hotel. I thought this was a very nice gesture and very well may take them up on their offer.
I also thought about the times when clients cancel appointments with my company. I wonder if there is not more that might be done, rather than “Thanks for calling, I will cancel that for you?”
Joined: 19 May 2007 Posts: 206 Location: Camp Verde, AZ
Posted: Mon Sep 01, 2008 8:52 pm Post subject:
Not sure other than asking to reschedule the appointment. If the work being done was at a special price, offer to lock-in the price. But, most of what we do would be the same price no matter if the work is done today or next month.
_________________ David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com
Joined: 26 Jul 2008 Posts: 11 Location: Ketchikan, AK, USA
Posted: Fri Sep 05, 2008 2:28 pm Post subject:
Our office always offers to reschedule cancelled appointments. If the customer doesn't want to reschedule but simply says that they will call back, then we make a follow-up phone call as a courtesy to remind them. Sometimes we also help accommodate to the customer's needs. Example: if the customer is having trouble arranging a ride to or from the appointment, we provide pick-up or delivery services. Or if the customer needs to wait for funds, we offer to hold onto the parts for a few weeks longer, instead of returning them.
Things like this show people that we care about our customers.
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