Quote follow-up may not be a good use for surveys
We are asked quite often to create a quote follow-up survey. We are asked to launch the survey to all open quotes that were sent out between x and y days before. It is a great idea, but response rates are very low. It is one thing for a customer to share after buying a service or product from you, but what is in it for a prospect or customer to tell you that they did not buy from you because they got a better deal, found a more perfect fit, you messed them up before, or they decided not to buy. Will they really click a survey link and fill out a form? I think it must be easier and more straightforward than that. Don’t make them jump threw even a little hoop to give you feedback on quotes.
The best way to follow up on quotes it either to call them directly. If you don’t have the resources then send out a simple, to the point e-mail blast. Smaller businesses sometimes have a difficult time following up on quotes so I recommend a very simple, personal, direct email Leverage your estimating and quoting software to pull all “open quotes” for a date range. Leverage the fields you have in your estimating system to use variable data and personalize the mass follow-up eblast.
Dear (first name),
This is a follow-up to the quote we sent to you on (quote date). Thank you for giving us the opportunity. We are very excited to work with you, but have not heard anything. Could you please give an update or status? Thank you.
Sincerely,
Your name
Title
Phone
Website.
Nothing fancy. It should be short, to the point, and ask the one question. You already quoted and maybe spent time with them understanding requirements for the work. Now is the time for them to decide or engage. Nothing is more effective than calling, but in these economic times you may not have that luxury and may need to batch process in a disciplined, automated way using technology.
Tags: Customer Loyalty, Customer Research, ISO 9000 voice of the customer, membership satisfaction