not replying to emails - lack of manners?

[Matt1959]

I have an ongoing bugbear with people that email me via my website that advertises a trade service.

In a typical month I might get say 12 emails asking for just advice. I always answer these emails even though there is nothing in it for me as they take just a few minutes and I'm a helpful bloke. Out of the twelve I reckon 6 reply and say thanks for the advice. The other 6, I never hear from - no acknowledgement and not even a thank you.

Am I expecting too much in expecting someone to say "thanks for your advice" or is it accepted that email communications are often one way.

It makes me mad

 

[Bob]

UKBF must make you madder
Less than 20% useful/thanks on UKBF compared to 50% on your website

 

[123Simples]

I would concentrate on the 50% that do say thank you. It might be that from the other 50% some of them are merely scammers trying to validate your email address (by you replying they validate it), or it maybe that their own spam filters hide your reply to them, and so they think you're the one that didn't bother replying (some people are quite thick and don't check their own spam folders for emails marked wrongly as junk) and finally probably 30 to 35% of them are just rude and don't thank anyone in their entire life

 

[Matt1959]

I would concentrate on the 50% that do say thank you. It might be that from the other 50% some of them are merely scammers trying to validate your email address (by you replying they validate it), or it maybe that their own spam filters hide your reply to them, and so they think you're the one that didn't bother replying (some people are quite thick and don't check their own spam folders for emails marked wrongly as junk) and finally probably 30 to 35% of them are just rude and don't thank anyone in their entire life

some good points there. Highly doubt they are validating email addresses due to nature of my business and the nature of their enquiries. I do accept the spam filter thing but my website/ email address is up together so shouldnt flag up etc.

For years I've put up with this always knowing the minute these types win and I start giving scant replies on the basis that 50% are wasting my time, is the time I will alienate the genuine customers.

I'm 99% sure that most other trades like myself get cynical very quickly and thats why they dont bother even replying. I am determined not to be like this....

So I just have to keep grinding out the helpful replies

 

[Matt1959]

UKBF must make you madder
Less than 20% useful/thanks on UKBF compared to 50% on your website

yes its the same thing isnt it! I'm not really in a position on here to answer peoples queries but if I was I think I would soon stop doing it if people didnt even bother to acknowldge my input...

 

[Peter Bowen]

My approach might be beneficial to you:

When someone emails me asking a question I pick up the phone as fast as possible if they've included a phone number. That gives me a chance to talk to a real human being with a problem I can potentially solve. Even if I never make a sale from that person I've learned more about the market.

If they don't include a phone number I reply with a question - asking them to clarify some part of their original question and invite them to talk it over. If they reply they're serious about it, if not, writing that quick question was far less effort than drafting a detailed answer.

Also, why not put the questions and your answers on your site - suitably anonymised if needed. That way people may find their own answers and not need to contact you for questions you've already answered and you get to demonstrate your deep expertise in the field.

 

[MOIC]

I have an ongoing bugbear with people that email me via my website that advertises a trade service.

In a typical month I might get say 12 emails asking for just advice. I always answer these emails even though there is nothing in it for me as they take just a few minutes and I'm a helpful bloke. Out of the twelve I reckon 6 reply and say thanks for the advice. The other 6, I never hear from - no acknowledgement and not even a thank you.

Am I expecting too much in expecting someone to say "thanks for your advice" or is it accepted that email communications are often one way.

It makes me mad

Totally agree!

To acknowledge an email giving advice THEY have requested should be the norm.

Anything less is pure ignorance on the part of the "customer" that has requested advice or information and shows their lack of business experience.

 

[Nuno]

It's the nature of the beast. Treat it like promotion, maybe like a leaflet drop where you might get a 5% return on all the effort. You get thanked for 50% and might get work from 10% of these.
The rest of the sad monkeys are your free zen training on how to maintain inner equilibrium. Let it go, Grasshopper.

 

[MOIC]

It's the nature of the beast. Treat it like promotion, maybe like a leaflet drop where you might get a 5% return on all the effort. You get thanked for 50% and might get work from 10% of these.
The rest of the sad monkeys are your free zen training on how to maintain inner equilibrium. Let it go, Grasshopper.

Yes, I agree.

Although no harm having a rant now and again.

It can also help the zen training.

"Sad monkeys" . . . . .An apt description too!

 

[Excel Expert]

I get this all the time. People get stuck with an Excel formula and assume that I'm a free resource.

For existing customers I always help for free if it is just a few minutes of my time. If it is from someone I have never heard of or is not a customer I have a few rules.

1. If I help for free and get no thanks they get added to a list that ensures their emails go in to my ignore mail box.

2. If it will take me ten minutes or more I send them a cost first. They will then do one of the following the (a) Not contact me again and get added to my ignore list (b) They will moan, continue to get free help and get added to my ignore list (c) pay the amount and become a client.

3. If they are thankful and comeback on 2 or 3 more times for help I will send them an email to say I need to change them. This will generate the same responses to number 2 above.

I have no problem at all with putting these people on my ignore list or annoying them by telling them they should pay for my "just a couple of minutes". They are just freebie hunters and clearly have no intention of paying for my services. There is nothing in it for me other than distractions and time wasting

 

[Nuno]

I admit to fluid criteria. If I like the sound of someone, (which often involves hearing the words 'please' and/or 'thanks') I'm happy to help. For existing clients it's much the same.
Otherwise for freeloaders and pushy clients running on entitlement juice it's time charged by the half hour or part thereof using the card facility on the website. I'm always amazed when the nice clients offer to pay before we start. But they do.

 

[MASSEY]

I use email addresses as a way to suck in some of the time wasters. I don't reply to them unless it looks like a quiet patch is coming up. And when i do the emails i reply to must meet certain criteria to warrant me bothering.

The people who email and then call once they've not had a response, they get top priority because they clearly want the work doing.

Sometimes i reply to the people who come across as time wasters with big prices for a laugh.

 

[titanium]

I get this too! Once I actually had someone reply back saying "oh thanks I didn't realize you were a real person!" There are people out there who genuinely believe that some website email responses are just automated and therefore not worth replying to! I also (as above) try to include a question and be as personable as possible, but even so, lots of people don't bother replying. It doesn't bother me much though - people have their reasons I guess!

 

[cazza]

This winds me up to, however having once relplied to an e-mail requesting some advice, the reply has stuck with me, " Thanks for taking the time to reply, so & so (competitors) haven't bothered to reply, so won't get my custom!

 

[Excel Expert]

I guess a lot of this depends on the line of business you are in as well.

I work on very large and complex spreadsheet applications that can take months to produce. When people see that I work on spreadsheets they assume we get involved with things like fixing basic formulas. On a scale level it is like asking a Volvo Truck specialist to fix a skateboard - yes we have the tools and skills to do it but, it is simply not what we do.

Fortunately for me, the formula end of the market is where all the freebie hunters are. It is usually someone in an office with zero purchasing power, who has broken a spreadsheet and has lost the ability to Google. I've never had a single piece of paying work from it.

The most comical one I get is from students. A lecturer will set an assignment for their class that involves a spreadsheet and because I'm in a fairly niche error I will suddenly get swamped with enquiries. In a 24 hour period I will get a 10-20 enquiries, all from different made up companies, all using gMail accounts, all promising lots of future work, but all with the same scenario/problem to solve. It stands out like a saw thumb.

 

[Matt1959]

It's the nature of the beast. Treat it like promotion, maybe like a leaflet drop where you might get a 5% return on all the effort. You get thanked for 50% and might get work from 10% of these.
The rest of the sad monkeys are your free zen training on how to maintain inner equilibrium. Let it go, Grasshopper.

ha, Nuno you have it in one! this is what I have been advocating exactly over the years. A few quickly composed emails (I type emails very fast!) sent to duffers is a small price to pay in order to get the worthwhile enquiries. The day I truly let it get to me and stop being helpful will result in me not getting business from the genuine ones. I also get numerous bogus enquiries asking for quotes presume from competitors all of which I answer assuming they are genuine.

I guess I was after other peoples thoughts as to whether this practice is 1) as rude as I think 2) widespread. Seems yes on both counts then! I finally cracked on Friday following an enquiry from someone 6 days ago where he asked did I sell a widget and if not where could he buy one from. I replied as I do saying sorry couldnt help myself, gave him the name of a firm that could help and some more general advice about his requirement. 6 days later no reply, no thanks, nuffink. Perhaps he never got my email I thought so sent him another email on Friday saying did he get in contact with the firm I advised and I did have a widget after all and was he interested in it. Guess what, he replied within 30 minutes asking what size was it and how much was I asking for it. Seems to me like some people just dont expect to reply back to emails as if it isnt the normal thing to do - most bizarre!!

anyways thanks all for the feedback