E-mail vs. Carmen... A Serious Dilemma
Why is it that there are people I can send the longest of e-mails -- filled with exclamation points (!!!!!!), ALL CAPS, and without having to alter 'spam words' such as Free, Make Money, and Opt-In, without any problems (they receive it, reply to me, and I receive it)...
While others can't receive even simple messages such as, "I have an account update for you," no matter which e-mail address or online ticket system I send it from...
I've noticed a spike in this problem during the past few weeks.
Here's a Scenario:
- I send short update e-mail requesting the client to login to their account online to view the progress of a project we're working on.
This account was arranged to allow the client to monitor the progress of the project 24/7, even if s/he does not receive my update e-mails due to filtering.
- I don't hear back from them.
- I continue to send them update e-mails as I complete the work, as well as post these messages in their account online.
- Still nothing.
- Several weeks later, I receive an angry message from the client complaining they haven't heard anything from me.
- I send a reply explaining that I have been sending regular updates, including the information on how to access their account online.
- They finally login to their account online and post a message to me from within their account. This leads me to believe they were able to receive my recent e-mail.
- I post a reply from within their account. The client receives an e-mail notice that a reply has been posted.
- Several days later, I receive a message requesting their account login information so they can read my reply.
So either a) they received the "reply has been posted" notice, or they now know to check in their account online for the project progress, just in case they do not receive the update e-mail that I send.
- I immediately send them their login. (Note: Being that this is a forum/discussion board type system, they can easily retrieve lost access information using just their e-mail address. Instructions are CLEARLY posted on the site.)
- A week later, I receive another angry message complaining they can NEVER get in touch with me, and accuse me of never attempting to get in touch with them.
However, they've obviously accessed their account online, posted a few messages, and seen the progress updates I've been posting regarding their project.
I reply to this immediately by e-mail, as well as open a new support ticket with a copy of the reply.
- I do not hear back from this client, but I'm sure I will either see a new reply in their account, or receive another angry message shortly.
This problem could be due to several factors...
- Some of my e-mails are filtered into their junk folder, and they do not check for messages that may been mistakenly filtered out...
- In addition to point "A" - the client attempts to check on their account online, but have forgotten their access information. They send me a request for their info, I reply, and the message is filtered to their junk folder.
- The client is completely new to Internet communication, and has no idea what to do with the information I've been providing them with. However, s/he has been successfully sending me e-mails, and have accessed their account online and posted a message at least once...
- My mailserver/ticket system is blacklisted - but this is not an issue since the client is able to receive *some* of my messages via e-mail & ticket system.
- More than one person is monitoring this account - sharing one e-mail address & one account login, and they fail to communicate with each other with updates they are receiving.
Note: Since I have a Worldwide clientele, phone contact is not always possible.
It's incredibly frustrating (for both me and the client), and doesn't help my consultant/client business relationship. UGH! Is there a solution (or even a work around) for this?
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What about using something like the Desktop Marketer software that the Internet Marketing Center sells ? - http://www.marketingtips.com/desktop/
NOTE - Could have stuck in an affiliate link, but didn't ;-)
I don't think it's an alternative to using a mailing list, despite what they might say, but is certainly gets around the problems you are describing.
Posted by: Chris on January 11, 2006 05:23 AMHey Carmen,
I found your podcasts on iTunes as I am an up and coming podcaster. Great podcasts and websites as well. First class all the way!
You may consider downloading www.gizmoproject.com and/or www.skype.com for free. These programs would allow you to be able to communicate both domestically and internationally with your clients for free using voice (VOIP) technologies.
Posted by: Jerry on January 20, 2006 08:40 PMThere are so many places for email to go with all the filters being used. I have a person that has quit using email to contact me because he could never get it to me. This went on for over a year. ISP filters, Company network filter, server filter, and personal filter; can't be too safe. How do we get anything now!
Posted by: dave on January 21, 2006 04:15 AMHi Chris,
Thank You for the suggestion!
However, from what I understand, the user/subscriber must download a separate desktop "icon/reader" for each ezine or sender they want to receive messages from. I can't imagine anyone wanting more than one (if any) of these things blinking whenever there's a new message!
I've been opening new support tickets for those who doesn't seem to be receiving my e-mails, and it seems to be working well so far...
In any case, I appreciate your idea!
Warmly,
Carmen : )
Carmen,
When you start working with a new client, you might want to assess their level of knowledge about sending and receiving email and the ability to white list your email addresses.
This will let you know who needs things spelled out more clearly and those who are more familiar with the fact that some emails just get eaten up.
I tell my customers and clients that they will get a reply to an email in 48 hours. If they have not heard from me, it means I did not receive their email. I have found this helps a lot, they do not even bother stewing they just resend the email with a note and it works beautifully. No angry emails and if I missed theirs by mistake I can answer right away.
Here's to no angry emails :-)
BZ
Hi Jerry,
Thank you for the compliments : ) [note to self: release episode iii of "sushi roll"]
I have an account with skype.com, and it's great when people don't take advantage of it. I've stopped using it (for now) because it came to a point where I'd find dozens of text & voice mail messages asking "when can we chat?", "when will you be online?", each time I logged in... with all the projects I'm working on at the moment, I simply have no time for all that.
That's why I prefer e-mail communication because it allows me to answer support requests & inquiries throughout the day without having to schedule a "meeting" time with the other party... with e-mail, I can remain focused on the topic of the message, while during a voice conversation, the other party never fails to "expand" the conversation to many other things.
What I've been trying out over the past few weeks is the Kayako eSupport system. This way, even if either party fails to receive a message, they can still monitor the conversation by logging into the account. We'll see how this works out.
I appreciate the great suggestion, and good luck with your podcasting!
Warmly,
Carmen : )
Hello Dave : )
That's so weird, because like I said on my post, there are people who are able to receive the "spammiest" messages from me (of course, it's not spam, but ones where I use lots of CAPS and exclamation points), with no problems at all... then there are those who can't even receive my simple "please visit my forum for more information" messages. These same people tell me they don't even find my messages in their junk folder, nor have they "blocked" my messages from getting to their inbox.
I was thinking about Jerry's suggestion (above) again, and maybe VOIP (or even instant messaging) would work if I enforce a strict "I will only answer the original question asked during this chat" policy. I'm sure most people wouldn't have problems respecting that, but I also know there are those who will try to milk as much as they can for free. I dunno... something to think about, I guess.
Thanks for being here!
Carmen : )
Posted by: Carmen Maranon on February 8, 2006 09:46 AMHi there BZ!
Do you do this by sending your clients an autoresponse notifying them of the 48 hour turnaround each time they send you a message, or do you simply state that on your website?
Sometimes it feels as though it takes more time trying to get messages delivered, than to actually provide the service.
Thank you for your great suggestion, and I'm glad to hear it's been working for you!
Smiles,
Carmen : )
Seems kind of obvious but with all of the psychic and actual energy being expended on this issue, why don't you just call the client. Even if you only leave a message you can at least explain your efforts. If you actually do talk to them you can find out what actually is going on on their end rather than guessing or assuming. By the way, found you on Squidoo - what do you think of that as a platform and how'd you get to #9 on the Top 100 list?
Posted by: Tom Gray on February 8, 2006 08:37 PMhttp://www.marketingchick.com/blog/mt-tb.cgi/210
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