Simon
I've worked in the retail world for blinkin' ages now, and if there's one thing i've learned (learnt?), it's that customer service is the most important thing. I also think that this translates to day to day life. What I mean is that if someone asks me to do something or asks me a question, then I will do my best to respond to that, in a fairly prompt way.
Example a. I get an email from someone i've never met and who lives in another country, but has read the blog and wants to offer me some encouragement.
what do I do? I read the e-mail, and reply saying thanks very much for taking the time out to offer your support. And I genuinely mean it.
Example b. I get an e-mail from someone asking if we will stock their book when we open. It is about Llama Farming in Stockport
what do I do? I reply saying thanks for the e-mail, but to be honest it probably isn't our market. I may suggest they get in touch with Llama farms or a bookshop in Stockport.
OK, so I've been sending a few e-mails recently to various people letting them know about our bold and exciting venture (opening a bookshop in Wood Green), and wondering if they could help in anyway or if they knew someone who could. I've done my best to send these to people who I genuinely think are appropriate. I'm sure they're all much busier than me, but the response i'm getting is a little thin on the ground. Thanks to all those people who have replied, even if it was a 'no, but good luck' type of thing.
Am I deluded in thinking that I should get a reply from more than 10% of the people I e-mailed, or is the 'delete, delete, delete' function one that is to be expected, and i'm just an annoying little twat, who should just shut up, and stop sending e-mails.
I realise that when my Mum reads this she'll be on the phone straight away telling me that I never return her text messages, and that I still haven't sent my Auntie a thankyou letter for my birthday, but I really mean to do it soon.
4 comments:
A note on e mailing (cold e-mailing): If you get 3% response (of any kind) from this activity, that would be a lot. You should be happy with about 1% response. Google "direct marketing or e-mail marketing response rates" and you'll see what I'm talking about.
Best, Matthew Rose / Paris
I know what you mean. I've had some publishers who have been lovely and really helpful - offering to send authors to me, sending advance copies of books and even several dozen Maisy Mouse Figures for goody bags! But some, when I email to introduce myself and ask whether they have any authors who might be interested in visiting the shop to do a reading/signing don't even have the manners to reply.
I do find it odd. After all an indie is more likely to handsell books and building a relationship with that shop can only be a good thing surely? And isn't it the job of the marketing department to talk to us???
Talk to Walker Books though - they're lovely!
Your communication skills have obviously worked at PN online news:
http://www.publishingnews.co.uk/pn/pno-news-display.asp?K=e2007100416055802&sg9t=cedd6352502d320a67997bb2a50f3279
Sorry - horribly long link, but thought you might like to see it.
Whatever happened to The Llama Farmers? They were a great band!
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