On Vacation? Take Care of Your Customers Anyway

Remember that marketing is how we interact with our customers and clients; not just prior to selling them on the products or services that we provide, but even the customer service after the sale.

The reason I bring this up is because I receive a lot of “out of office” email replies when my newsletter goes out and I think this is something that needs to be addressed. It is proper etiquette to tell customers, colleagues and vendors that you are out of the office, but it’s not ok to use a message the resembles the following:

“If you are contacting me on a personal matter (and this is not an email list), please direct your correspondence to me at remain_name_less@email.com. But only for personal matters.

Thank you!”

Do you see a problem with this reply? Of course, I do; that’s why I’m writing about it.

• Problem #1 – Customer hears the following “You are on vacation and now I can get my needs met.”
• Problem #2 – Customer wonders “Who do I contact now?”
• Problem #3 – Customer thinks: “You have time for personal matters, but not for me and my problem?”

Obviously, we all go on vacation and we must respond to customers and clients to inform them of our absence, but there is a way to do it that is courtesy and leaves them feeling like they are still a priority to you and “they” will be taken care of.

I’m not one to just complain, so let me provide you with a good way to inform your customers and clients that you are on vacation or out of the office for an extended period of time:

“I’m so glad you contacted me, unfortunately I am out of the office for the next seven business days, and will be returning on April 1, 2009. Your needs are important to me, so in my absence my associate Jamie Verkamp will be taking care of all of your needs. You can reach her via email at jamie@nomail.com or by calling her directly at 555.555.1212. Rest assured that while I’m away you are in good hands and she will take care of you.”

Do you see the difference in the tone and mannerism of the two out-of-office replies. The first one I’ve left them hanging with no solution to their problem, with the second one I’ve assured them that even in my absence they will be taken care of.

Be cognitive of your customers and clients even when you are out of the office and gaining some much needed R&R time.