Comments on: Responding to E-Mail Can Save Your Business

By: Small Business Forum

Small Business Forum — Thu, 11 Jun 2009 10:19:29 +0000

Your blog has some great information for small businesses. Thanks for taking the time to share your knowledge!

By: Benny Goodler

Benny Goodler — Fri, 05 Jun 2009 01:29:07 +0000

This is a great site, I’d be interested in trading links if you would be. I have a similar blog in this niche.

By: Joe Manna

Joe Manna — Mon, 20 Apr 2009 22:35:51 +0000

Thanks for the comments, Paul. I think the interest in video is sometimes a bit exaggerated, but given the right content, the right chops and the genuine interest from subscribers — video is the way to go.

That said, responding to email is a must and no entrepreneur can waste their moment to support and impress their customers.

Thanks again for your comments. I appreciate it.

By: Paul S

Paul S — Mon, 20 Apr 2009 14:03:51 +0000

This is a great post! Getting back to people in a timely manner is REQUIRED for good customer support these days. With so much competition readily available, any lapse in support can drive customers away.

Video is definitely the way to go for FAQs and tutorials. We’ve found that a good easy to use knowledge base helps us save time on our end and get back to our customers quicker. Now whenever someone has a question we’ve already answered, we can point them in that direction immediately. Our customers love it!

By: Joe Manna

Joe Manna — Fri, 17 Apr 2009 21:20:45 +0000

I agree that it can be challenging for entrepreneurs to find people who are as qualified, committed and eager to help customers as the owner, but they’re out there. I imagine it’s all a matter of expectation setting and reminder that other employees aren’t like an assembly line (drones), but that they are empowered to take control of the customer experience and make it great.

I think it’s a good idea to make videos and post them too, and include those in email. That way, people can have a stronger connection with you as a person instead of just another email address. Thanks Elliot for your thoughtful comments.

~Joseph