Customer Communication

[funkymook]

When you get an enquiry for a quote (assuming all relevant information has been supplied) how do you usually respond?

A few words and a price. Words, pictures and price. A ready prepared pamphlet attachment. A phone call. etc etc.

I’m wondering how much work people put in to getting a booking.

[Excalibur]

When you get an enquiry for a quote (assuming all relevant information has been supplied) how do you usually respond?


" Dear *****
I'm free for your party at Slagthorpe WMC on the 33rd Febroobarb for £125. My disco is :Censored:y loud, and I'll bring loads of lights"

Or if it's a wedding. " Congratulations on your impending happy event. And the wedding. If it's in a tent, make sure it's waterproof, and I'm not in a corner. If it's a hall, I'll need the stage. Cos it's a wedding, that'll be £250".

Works for me. :)

[Benny Smyth]

" Dear *****
I'm free for your party at Slagthorpe WMC on the 33rd Febroobarb for £125. My disco is :Censored:y loud, and I'll bring loads of lights"

Or if it's a wedding. " Congratulations on your impending happy event. And the wedding. If it's in a tent, make sure it's waterproof, and I'm not in a corner. If it's a hall, I'll need the stage. Cos it's a wedding, that'll be £250".

Works for me. :)

Plagurising my work!

On a serious note, I have a very customisable template. All the key details are obviously customisable but I always have a paragraph in there specifically for that enquiry. It's written in a way that I cannot copy and paste without putting effort into it first.

[Nakatomi]

all of the above.. "and some power might be useful if you want to hear any music". Once upon a time a customer had conveniently assumed I'd just be bringing my own. Always best to make sure they know eh.

[Shakermaker Promotions]

If I get an enquiry via phone, I will give them as much information as possible and then send them the below email quotation. If there is a phone number on the enquiry when it comes via email then I will always try to call the enquirer and do the same. If there is no number then they get the below email. I think it covers most points and provides them with plenty of information so that most of their questions are answered already?

Hi *****,

Many thanks for your enquiry today with reference to your wedding on the above date at **********.
Congratulations on booking your date!
I currently have availability for the date you require and am able to provide you with the below quotation based on the information that you have provided.
Shakermaker Promotions have supplied a number of Discos at ******** in the past and know the venue very well.

Shakermaker Promotions are a full time business based in Hampshire and are committed in providing the best possible entertainment and value for money that we can.
We are very 'Request Friendly' and believe in playing the music that you and your guests want to hear. We encourage music input and requests both in advance and on the night itself.
Shakermaker Promotions are fully covered with Public Liability Insurance and all of our equipment is PAT (Safety) Tested.

All of our quotations include the following:
A Disco duration of 4hrs - 4.5rs
A full sound & lighting system
A full back up system (to avoid any disruptions to your evening)
Early access & set up of the equipment (if the venue allows it and it is viable to do so)
A pre-wedding meeting at a convenient time to you either at the venue or your home to go over your expectations for the evening including timings, announcements and specific music requests including first dance(s)

To supply Disco Entertainment at ******* on ** ****** from 7.30pm - Midnight would be £xxx
With reference to your interest in the Venue Uplighting service. I attach some photo examples for you and I can confirm that this service is discounted when booked alongside the Disco Entertainment.
Please note that additional time is required to set this up and early access to the venue is preferable.

Should you find this quotation acceptable and would like to secure the date, I will require some additional information from you so that I can issue you with booking forms.
Booking is simple - A signed booking form and booking fee of £** will secure the booking with the balance due 7 days before the wedding.
If you require additional information from me please feel free to contact me on any of the below numbers and I will be happy to help.
You will also find lots more information on the website including customer testimonials. All comments have been uploaded with the customers consent.

Many thanks for contacting Shakermaker Promotions.
We wish you all the best with your wedding plans and look forward to hearing from you.

Regards

[Benny Smyth]

Can we extend this to discuss what medium we respond to emails with?

The reason I ask is because when an initial inquiry comes though, my preferred method is to reply from Outlook on my computer at home. The reason for that is because in those emails, my signature and logo will come part of the email and I think it looks better.

But quite a lot of the time, I find myself in a position where I won't be able to get to the home 'puter for a few hours, so I reply from my phone/tablet. Now the message body of the email remains pretty much the same, but whilst the signature has what you'd expect, it obviously doesn't have the logo and doesn't look as 'nice'.

So what's the best option? Leave it for a few hours to reply from home 'properly' or is it better to reply instantly(ish) with something that doesn't quite look as pretty?

[funkymook]

Can we extend this to discuss what medium we respond to emails with?

The reason I ask is because when an initial inquiry comes though, my preferred method is to reply from Outlook on my computer at home. The reason for that is because in those emails, my signature and logo will come part of the email and I think it looks better.

But quite a lot of the time, I find myself in a position where I won't be able to get to the home 'puter for a few hours, so I reply from my phone/tablet. Now the message body of the email remains pretty much the same, but whilst the signature has what you'd expect, it obviously doesn't have the logo and doesn't look as 'nice'.

So what's the best option? Leave it for a few hours to reply from home 'properly' or is it better to reply instantly(ish) with something that doesn't quite look as pretty?

In that scenario I’d send an acknowledgement by iPhone/tablet saying you’ll respond properly when you get back home - even better if you can confirm the date is free.

[Excalibur]

In that scenario I’d send an acknowledgement by iPhone/tablet saying you’ll respond properly when you get back home - even better if you can confirm the date is free.

I have done that before, but in the main, I'd get your quote in early.
My view is of course influenced by my experiences on NaD, where it's not unknown for the reason for booking is:" First one to reply".

Many of my replies start " thank you for your prompt reply" , so unless it's just a polite comment ( which I doubt ) it can help.

[Nakatomi]

I've been thinking about emails originated by smartphones. There must be an app somewhere which is capable of sending proper mails, rather than the bare apology which seems to be the default. "sent from my phone while I sat on the pot". I'll look into this & see if it can be done. I expect all it'll take is pasting some html code into a signature box, but I've been known to be mistaken

[funkymook]

I have done that before, but in the main, I'd get your quote in early.
My view is of course influenced by my experiences on NaD, where it's not unknown for the reason for booking is:" First one to reply".

Many of my replies start " thank you for your prompt reply" , so unless it's just a polite comment ( which I doubt ) it can help.

I agree a prompt response often gets a thank you from the client, but as I seldom give a quote on my first reply I think it’s the acknowledgement that’s appreciated rather than the quote itself - though I can see why it may be different when dealing with NaD leads.

[ppentertainments]

I've been thinking about emails originated by smartphones. There must be an app somewhere which is capable of sending proper mails, rather than the bare apology which seems to be the default. "sent from my phone while I sat on the pot". I'll look into this & see if it can be done. I expect all it'll take is pasting some html code into a signature box, but I've been known to be mistaken
Gmail on my android works just like it does sending from a PC, even the ability to send from my company address rather than a gmail address.

My usual reply, whether via phone or PC, is a standard template I use and change the relevant parts - date, venue etc. I then attach a price list separately, which is stored in dropbox. This works for me as it means I can reply as quick as possible, without the enquirer knowing if it has came from my phone or pc.

If I get a text, fb message or call I always ask for a email address to reply too - main reason is that it is easier to keep track of enquiries this way. Should they be reluctant to , 99% of the time they are just looking for price which rules me out unfortunately. I can sometimes convert a price shopper, but if they won't let me show what is available I have no chance.

[Andy P]

As I prefer to give a written quotation most of my communication is via email.

If they ring i'll take the details and give the quote but back it up with an email to confirm. All my NAD stuff goes out via email.

Its not that I don't like the phone - 15 years in call centers demonstrated I have a crap memory so need a written record.

I do think my responses could be better as some miss the mark and I've made the occasional mistake when amending the template

[Andy P]

I agree a prompt response often gets a thank you from the client, but as I seldom give a quote on my first reply I think it’s the acknowledgement that’s appreciated rather than the quote itself - though I can see why it may be different when dealing with NaD leads.

I too am a fan of getting in first - and for this reason I use my iphone and a simple signature which is added

[ukpartydj]

Hi Enquirer,

Thanks for your quote request - I'd be happy to provide you with my DJ service for your occasion next year.
You can book me for £undisclosed 6 figure fee for the evening which would include:

*Insert details of what I intend to provide based on the enquiry type*

If you're interested we also have a photobooth that would be an extra £****** for a couple of hours (http://www.captureitphotobooth.co.uk)
I'd love to discuss details with you further. All my contact details are below.

Thanks,


I gauge it based on where the enquiry comes from. I'd assume that somebody who get my details via my website doesn't need me to send them too much additional information.
I used to have a template for responses but I tend to just send them links to my website if they didn't enquire via this route.