In the past week, on behalf of a client, I’ve had to contact three different software vendors. In all three cases, I used their online form (“contact us”) and provided my contact information, along with information about what my client was seeking (i.e., I have a buyer who would like to talk to you).
In all three cases, I received an immediate email response saying someone would get in touch with me soon. In all three cases, I did NOT receive a real response in less than 72 hours! THREE DAYS! To respond to an email that says “I have a buyer, I need more info.”
Do you have a “contact us for more information” form on your website? (If not, you should!)
And how quickly do you respond? If you can’t respond, live, within 24 business hours, you need to find out why and fix it.
This is the 21st century. Customers (especially those saying “I’m ready to buy”) expect immediate gratification. Are you giving it to them, or not?
“Wes was able to come in and offer tangible, relevant advice that made us more productive immediately. I value his understanding of databases but more so, his understanding of how nonprofits work. There was no lost time educating him about how membership organizations are “different.” Wes recommended changes in processes as well as tips and tricks that were easy to implement made an immediate positive impact.”
“We came to Wes because we were very frustrated with our existing AMS and we wanted to improve our capabilities as soon as practicable. Wes very quickly helped us through a process of identifying our needs, identifying potential vendors, and selecting a new system that we’ll be able to move into very quickly. I especially appreciated Wes’s candor about our processes as well as the systems we were looking at. He was a great resource to have in a period of high anxiety for our organization. I would highly recommend Wes for any similar project.”
Mary Pat Paris, Executive Director
International Registration Plan
“This is the second database implementation we’ve done since I have been at Western Arts Alliance (WAA). The first I did on my own. This time we engaged Wes Trochlil as our database planning consultant. Let me tell you, this process is a whole lot easier having Wes on your team! For a small association like WAA, it’s tempting for board and EDs to question the justification and expense of a database planning consultant. But it’s the small associations that need Effective Database Management the most. Wes strengthened our planning process, clarified our needs requirements, helped us steer around solutions that couldn’t meet our objectives, and saved us money in the long haul.”
Tim Wilson, Executive Director
Western Arts Alliance