Yes, yes, yes. Good point!

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: Hi Wanda: : : Other car dealers are not good role models, : : so it is better if you don't base your business : : reasoning on the way THE run their business. : True! *laughing* I guess what I meant was that resending a letter would probably not help with the people that did not read or understand the first one. : But, no... I do not want to be comparing myself to a car dealer. *s* : : You are talking about people "who call screaming". : : It is most likely that other people experience some : : serious frustrations you are not aware of. Even if : : generally they want to stay with you (let's face it : : are there many options? :-) : : Here is why you ant to think about this. : : According to the White House Office of Consumer Affairs, : : "The average business never hears from 96% of its unhappy : : customers. For every complaint received, a business will : : have 26 others that are unreported, six of which are serious." : : : : Those numbers SHOCKED me when I read the for the : : first time. And the more seriously we take them, : : the better for our businesses. : : You are right...those are shocking numbers. : They also make me feel proud of what we do. : In three years of hosting, we have not lost : 26 customers! *smiling* The few handful of : customers that we have "lost" have been for : different reasons. Two got divorced and had : to get fulltime jobs. One had a heart attack and needed major surgery paired with a long period : of recuperation. One decided there was more money in porn and we don't host adult content. : All in all, though, we have "lost" less than a : dozen clients in three years. Not bad at all. : It tells me we are doing something right. : : : People process information differently. Some responds to facts, some : : to opinions, to stories, to feelings. Some people need to DO thing : : to understand - some need to SAY and rephrase aloud to comprehend : : and remember "stuff" : Yes, yes, yes!! You are SO right. Some clients : understand when I send step by step instructions. : Others need me to talk them through on the phone : or with ICQ open so I can say "See the little : box that says username? Yes? Type the email : address you want to use there. Now, see the : button that says...." : : There is NO uniform way that people learn and absorb information : : (would be nice :-)) : Wouldn't it, though? I am a "give me the : instruction sheet" and "where is that tutorial" : kind of person. My partner is the "Let me try it" : kind of person. Screensnaps or a voice on the : phone seem to get the best results. If people : can see or hear, it seems to make more sense. : : : Adults are learning differently than children, need actually MUCH : : more interaction and fun than kids. Understand that even if people : : read letters the retention is low. So, make sure that emails are : : engaging - fun and even unpredictable. Sneak in that important : : information just the way you would sneak in broccoli or spinach : : into the meals of your child. : I like that! I write amusing "stories" to help : some of my clients learn. I wrote one to : emphasize how important it is not to spam. : I compared it to feeding a baby broccoli. : If someone does not like it, like the baby does : not like the broccoli, it will end up right back : in your face. *laughing* : : : You certainly know how to be a good teacher Linda - it starts with : : an attitude :-) : Thank you, Wanda. Those words mean a lot coming : from you!! : : : : : I think that conferencing and chats are underutilized as : : a way of meaningful communications with clients and customers. : So true... and food for thought! : : Sincerely, : Linda Caroll

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