To all of my freakin’ clients
Our business relationship is a two way street. I am really not asking much from you, but you have to do your part, no matter how small that may be. Really, it’s like a bad joke.
On Monday, I e-mail one of you to tell you that the part your ordered is in my shop and that I will have it delivered, you just need to confirm that if I deliver to your home between 9AM and 5PM this week that someone will be there to accept the delivery.
No response. On Tuesday afternoon I reforward the e-mail.
No response. On Wednesday I reforward the e-mail with the note…please respond, I cannot arrange this delivery until I hear back from you.
No response. On Thursday I reforward the e-mail, adding…I know you need this part, please confirm that it is OK for me to deliver it. I cannot deliver it until I hear from you.
No response. I need to add that this client has responded to other e-mails during this gtime frame so I know she is capable of receiving them.
On Monday morning she calls me, screaming that I haven’t delivered the part and she really needs it. I say…
“Amy, I sent you 4 e-mails last week regarding this part…you did not respond to any of them.” I just need to make sure that someone is at home before I send my messenger"
“Oh, I got those e-mails…you should know that someone is always here.”
“No. If I had known that I wouldn’t have sent you 4 e-mails, if you had responded to any of them with “someone is always here” you would have that part in your hands right now.”
And stuff like this happens every day…I spend a large part of each day reforwarding e-mailed correspondence with the notation " I have not heard back from you. XXYY is not going to happen until you respond. And they won’t respond and they will freak out when XXYY doesn’t happen.
If someone calls and requests an appointment I will e-mail them back with a prospective time and say…I can come at this time, will that work for you. I can reforward it several times and still get no response, I can leave voicemails and get no response …but I can guarantee you that when the prospective date and time arrives, I know there is a 70% chance I will get the “where are you” call.
I try to do the best I can for my clients but I’m not a freakin’ psychic and I can’t read their minds. It’s really frustrating to deal with on a constant basis.