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Dealing With Potential Customers that Contact You and Not Write Back

I have this phenomenon, with quite a few of my potential customers, where they will contact me through my website... VideoInterviewPractice.com with the contact form and request more information... I answer... and then they don't write back.

Here's what one potential customer wrote "Looking into this tool as a resource for my clients."

Any idea what that might be about? I mean, it's not like I'm even telling them the price. So, that could not be it.

Here is my typical response...

Name,

Thank you for contacting Video Interview Practice. In order for us to come up with the best quote fitting your organization, please take a moment to answer the following questions.

1. How many users will you have using the system monthly?
2. How many users will you have using the system yearly?
3. You are allowed to configure the platform with your own list of interview questions by category or you can use our own interview questions. Do you have a list of questions that you would like to configure the platform with?

All my best,

--
Aleksandra Czajka
Founder, Video Interview Practice
Twitter: @VIPractice

16 Replies

Vincent Harris
1
0
Vincent Harris Entrepreneur
Entrepreneur, Filmmaker, CEO at Hoozip, Inc.
I wonder if a more conversational tone might put them at ease. I could see how your response could communicate that they're receiving a canned response. Given that this is not a service people have likely seen or used before, they may need some handholding. Try something that invites them to have a call with you. You'll be able to get answers to those questions
Simon Storm
2
0
Simon Storm Entrepreneur
Director, Enterprise Applications
First, a lot of people may not write back because they continued their search and found someone else who better matched their needs or they simply changed their mind and don't want to take on the project.

However, one thing to be very sure about is how you are sending your email. If you have a custom email address, it is very likely that it could be getting caught up in their spam. I think a best practice is to make a phone number a required field in your contact form. This way you can first send an email, but then follow up with a phone call just to make sure they received your email and to see if they have any questions.
António Gomes de Menezes
0
0
CEO SATA Airlines
For future correspondence, please use [removed to protect privacy] or visit www.amenezes.uac.pt
Michael Brill
3
0
Michael Brill Entrepreneur
Technology startup exec focused on AI-driven products
My $0.02 is that you are acting like you're in pricing configuration mode while you're still very, very early into sales mode. People contact you to just get a conversation going to understand more about how it works, use cases, success stories, etc. They don't anything so you are responsible for guiding that conversation.

Your current response jumps the gun and will be viewed as intimidating. Unless I was dying for this solution I probably wouldn't respond to you either.

Also not clear whether they came in from "Learn More" or "Request a Demo" ... that'd help you respond a bit better.

Oh, also, it's not clear when a visitor tries out the site whether that video is being destroyed or whether you guys are looking at it and making fun of the person.

All this is easily fixable... might be best to just find a friend/colleague who doesn't know so much about what you're doing to spend a couple hours scripting the interaction.

*Might* also want to consider putting pricing up or at least make it easy for them to try service without having to go through a complicated sales process.
Jasmine Alexander
1
0
Jasmine Alexander Entrepreneur
Founder and CEO jazmine.com
It's possible that your reply is going into their spam folder. I would wait a week or two and resend and a month later resend. It's also possible they thought it was a good idea at the time and then got caught up with something else. Follow up at appropriate intervals. Send them a newsletter or an offer with a specific call to action. Jasmine Alexanderjasmine.alexander@outlook.comSign up @ www.jazmine.com+1 917 693 6996
Sandy Naylor
1
0
Sandy Naylor Entrepreneur • Advisor
Product Management and Development
Maybe it would help to keep your response friendly and informal? Since you have the time to read each contact individually, you might get higher response rate with something like: Hi (customer name), I'm Sandy and I'm the founder of Video Interview Practice. I am glad you are interested in our service! I am here to help. Let me know if you have any specific questions or if you want to connect over the phone. All the best, Sandy [using my own name here not yours :) ] Asking the customer for info like # of users may feel like too much work, so they abandon.
Austin Cornelio
1
0
Austin Cornelio Entrepreneur
Co-Founder & Frontend Engineering Consultant
Like a few others mentioned above, I think that you'd benefit greatly if you crafted a warmer, more engaging reply. Your reply sounds way to automated. Customers want to deal with real people not machines or automated responses -- your response sounds automated in my opinion.

Also, i'd be taking the opportunity to split test your replies. Try different variations and see what sticks.
John Cavanaugh
1
0
John Cavanaugh Entrepreneur
Biotechnology Professional
Alekandra, People really want to know a range. I would provide a dollar amount right away. .e.g "packages start at _". Most people don't have the time to engage in a dialogue they want quick information to decided whether or not to move forward. Good Luck, John
Clynton Caines
2
0
Clynton Caines Entrepreneur
SharePoint Developer at Discover Technologies
Hi,

I didn't see it mentioned, so... keep in mind that it could also be spammers trying out your forms (often with automated scripts). Like others have said, craft a simple welcome/thank-you message to start a conversation - and don't assume that a real prospect has entered your sales funnel.

Good luck
Benjamin Caudill
0
0
Benjamin Caudill Entrepreneur
Founder at Rhino Security Labs
Tend to agree with John C on this one - if pricing is an issue (which it almost always is), put a "package starts at " listing price to give a range to clients on the site. This is one of the biggest issues I've heard from my own clients, and it may be applicable for you as well.


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