Are you giving your customers the "personal touch?"

Do you always use pre-programmed autoresponders for your email leads? Why? If a lead is received during your business day and you can respond to it immediately, do it personally. Turn your autoresponders back on when you leave for the evening or if you are delivering an RV.

Do you automatically email back inquiries? Consider calling them first, then emailing the results of the call. Try using this message:

"Hi John, I tried to reach you by phone but couldn't, so I left a message for you to find out when and how is the best place to provide you with the information you requested. By the way, what..." (or how or when, etc. Ask an open-ended question to stimulate a response and start a dialogue — by phone).

Or, if you reached your customer by phone immediately after receiving an email inquiry, go ahead and send back an email after your phone conversation confirming the results of your conversation:

"Hi John, it was great speaking to you over the phone. This is a confirmation of our appointment set for ________ (time) ________ (date)."

What's the point? The point is to treat an Internet lead the same as a newspaper or direct mail lead. The sooner an email conversation can be turned into a phone conversation, and a phone conversation can be turned into a face-to-face appointment, the higher the odds are of a sale.

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