Back to Business Basics - You don't need to be a Unisa Bcom student to get these right

1. Respond to e-mails that ask specific questions



( I think that business queries should be answered or at least acknowledged within 24 hours at most).



Twice now I have waited a week for a response to an email from the same company. On both occassions I did not receive a response within a week. Only after sending more emails did I finally get a response. Such behaviour sends the message that I do not matter as a customer. Basic human psychology demands attention.



2. Send quotations as soon as possible.



When someone asks for a quotation it is a very clear indication that they are seriouslyconsidering paying for your product or service. People are impulsive and we live in aworld of instant gratification. Delay sending a quotation and the interest in your companydeclines with time. If you take too long to send a quotation buyers remorse could attackthe potential buyer before he even buys anything. He could start thinking maybe I shouldrather invest my R20 000 rather than pay for a Skiing trip in the Alps.



3. Don’t Overestimate your Product or Service:



If you are asked to do something seriously consider whether or not you can. Don’t pretend you can if you have any doubt that you can. Always rather under promise and over deliver than over promise and under deliver.



4. Stick to your Deadlines



This relates to point 3. Don’t set deadlines that are over ambitious. If, for whatever reasonyou can not stick to a deadline tell the customer ( they will find out anyway when the duedate comes and work is not complete.)



5. Remember: A customer retained is cheaper than a customer gained.



It costs more in advertising to attract new customers to your business than it does to retainyour existing customers. Also, buy retaining customers you are in fact likely to gain newcustomers through word of mouth - the best advertising of all.