Follow up email

[jfm]

This is my new follow up email, all automated, sent to clients 2 days after onsite visit or a remote service.

I don't really want to sell more services, just a quick thank you and call us if you have any questions regarding our intervention.
Oh yea it's all in french so it roughly says ;

Thank you for trusting us, we hope you were satisfied with our services and your equipements are running smoothly.
Feel free to give us a call if you have any questions.

Below the backup image :
Don't forget your backups ! And I list a couple of free and paid backup services.
Just reminding them that backups are important.

I wasnt sure what to talk about after the initial thanks and all, so I tought about reminding them about backups, any better idea ?

This will be sent to residential and small businesses.

Any input is always appreciated, thanks !

http://tplshare.com/rl1Yzgs

 

[300DDR]

I'd HIGHLY recommend leaving several links for customers to leave you reviews (Yelp, Google, Facebook, etc)!

Our automated emails depend on if the recovery was successful or not, and if it was drop-off or mail-in. If successful, we'll send this:

Spoiler

Thank you very much for your business <first_name>! Attached is a copy of your invoice in PDF format.

The first thing you should do now is plug in your transfer drive and verify the recovered data. If any data is missing or if the transfer drive does not work, you must let us know immediately because we only retain your backup for seven days. We also highly recommend you backup your transfer drive to another drive as soon as possible (and ideally keep one backup "off-site").

<b>Want your data backed up for more than seven days?</b> We offer very affordable Data Backup Plans (less than $3.25/week) to keep your data safe for weeks, months, or even years! You can read more on our website: http://300dollardatarecovery.com/data-backup-plans/.

If you just want to backup your most important files to the "cloud," we recommend Dropbox's free 2GB account; sign up here --> https://db.tt/OezRbm3T.

****

Online rating sites are crucial to our success. We'd be forever grateful if you left us a positive review on a site below:

• SHOPPERAPPROVED is the fastest and easiest way to rate us: https://tiny.cc/300DDR-ShopperApproved

• If you are a YELP user, here is a direct link to leave us a review: https://tiny.cc/300DDR-Yelp

• If you have a GOOGLE account/e-mail, just click "write a review": https://tiny.cc/300DDR-Google

• FACEBOOK users can Like and Review from our company page: https://fb.com/300dollardatarecovery

• A shout out from TWITTER users is always welcome: https://twitter.com/300DataRecovery

• BBB (Better Business Bureau) now has online reviews too, if you're more old school: https://tiny.cc/300DDR-BBB

Be sure to let us know if we can help you with anything else. Just reply to this email or chat with us during business hours (M-F 10AM-7PM, Sat. 10AM-2PM) at https://tawk.to/300ddr.

Thank you,
$300 Data Recovery

If the recovery was unsuccessful, we still ask for a review (since we've learned that even if we failed, our services are usually appreciated):

Spoiler

We thought you'd like to know that your package was just handed off to the mailman for delivery!

Even though we weren't able to recover your data this time, if you found our services helpful, we'd still love to hear about it. We'd be forever grateful if you left a rating or review on any one of these sites:

• SHOPPERAPPROVED is the fastest and easiest way to rate us: https://tiny.cc/300DDR-ShopperApproved

• If you are a YELP user, here is a direct link to leave us a review: https://tiny.cc/300DDR-Yelp

• If you have a GOOGLE account/e-mail, just click "write a review": https://tiny.cc/300DDR-Google

• FACEBOOK users can Like and Review from our company page: https://fb.com/300dollardatarecovery

• A shout out from TWITTER users is always welcome: https://twitter.com/300DataRecovery

• BBB (Better Business Bureau) now has online reviews too, if you're more old school: https://tiny.cc/300DDR-BBB

Thanks again for finding us and be sure to let us know if there is anything else we can do to assist you.

$300 Data Recovery
(323) 230-0622
300dollardatarecovery.com

The "mail in" templates are tweaked slightly.

Then, two weeks after the ticket was "finished" and the last email sent, we send another follow-up:

Spoiler

Hello and goodbye from $300 Data Recovery (this will be our last e-mail to you unless you have follow-up questions),

We want all our customers to be thrilled with our data recovery services. If you've been impressed with our extremely low rate, turnaround times, customer service, or anything else, please help spread the word.

It only take a minute to leave us an online rating and helps add credibility to our affordable flat-rate pricing (which may people believe is too good to be true). Your review on any of the sites below would be very appreciated!

• SHOPPERAPPROVED is the fastest and easiest way to rate us: https://tiny.cc/300DDR-ShopperApproved

• If you are a YELP user, here is a direct link to leave us a review: https://tiny.cc/300DDR-Yelp

• If you have a GOOGLE account/e-mail, just click "write a review": https://tiny.cc/300DDR-Google

• FACEBOOK users can Like and Review from our company page: https://fb.com/300dollardatarecovery

• A shout out from TWITTER users is always welcome: https://twitter.com/300DataRecovery

• BBB (Better Business Bureau) now has online reviews too, if you're more old school: https://tiny.cc/300DDR-BBB

Thank you VERY MUCH for choosing $300 Data Recovery!

$300 Data Recovery
(323) 230-0622
300dollardatarecovery.com

P.S. It’s critical to backup your data to at least two hard drives (with at least one off-site). If you’d like us to retain our backup of your data past today, you can easily sign up for one of our very affordable (less than $3.25/week) long-term backup plans: http://300dollardatarecovery.com/data-backup-plans/.

—

Your recovery is officially "finished" and your ticket is now inactive. If you need to contact us again regarding your recovery, you can do so by replying to this e-mail at any time. You can also chat (https://tawk.to/300ddr) or call (323-230-0622) during business hours (M-F 10AM-7PM, Sat. 10AM-2PM).

It may be going a little overboard sending so many requests for reviews, but sometimes people only do it on the last one (and most never do it at all). Either way, every little bit helps, and no one has complained that we are asking for reviews.

 

[jfm]

Hey thanks for you input, I appreciate it.

I was sending the review email manually to select clients.

So you do get a couples ones leaving review ?

 

[cypress]

I got a letter head done and came up with a template. I will follow up two weeks after on site or in shop work. Then I will follow up every 4-6 months after that. Depending on the client. I may e-mail or type it up on the template and mail it out by snail mail.

I thought your idea of reminding them to backup was great.

 

[300DDR]

Hey thanks for you input, I appreciate it.

I was sending the review email manually to select clients.

So you do get a couples ones leaving review ?

For sure! We get a few reviews a week on average. Review sites are one of our primary sources of new customers.

 

[callthatgirl]

I know you are not looking for upsells, but people will hire you to setup online backups.

• Below the backup image :
• Don't forget your backups ! And I list a couple of free and paid backup services.
• Just reminding them that backups are important.
• Offer YOU here

I hate follow ups, seems the few times I have tried, no one replies back and none leave me reviews. I know these are clients who would call me back asap too if there was anything wrong. I think my last effort I sent out 17 follow ups. 2 people changed their mind on a prepay and one guy told me that my exchange fee was too high (but he's a prepay client). So for him, I secretly wished him bad juju. The refund folks I did give back but then secretly wished they will need me after April 1 as I will be raising my rates to $169 an hour. No take backs!!!

 

[fencepost]

Below the backup image :
Don't forget your backups ! And I list a couple of free and paid backup services.
Just reminding them that backups are important.

Not sure if it's available for folks in Canada, but Backblaze has a referral program. Carbonite also has both an affiliate program and a partner/reseller program (which would be you selling their product).

 

[jfm]

Not sure if it's available for folks in Canada, but Backblaze has a referral program. Carbonite also has both an affiliate program and a partner/reseller program (which would be you selling their product).

I'm partner with Mozy, so yea I'll add it there.

So far I've sent maybe 30ish follow up mails with this system, it seems to work flawlessly.
The main goal is to thank them and then add em up my mailing list automaticly.

 

[MikeLierman]

We do follow-up calls a few weeks after the service, for both our business and residential clients. I think an email is easy to miss, and isn't super personable. I'm pretty anal about what's in my inbox and unsubscribe from most lists I may have gotten onto. But for most people, they get spammed with tons of crap, and I would imagine, though I've never tried it, that it would be a waste of resources.

Calls do very well for us. I keep them brief, and avoid using words that would make the client think I'm trying to market to them. I basically just say, "hey, we worked on your computer / provided xyz service several weeks ago. I'm curious to know how everything is working and if you have any questions for us." If they don't answer, we leave a voicemail. About 40-50% of the time we leave a VM. The other half of the time they are glad we called and will either inform us that everything is working great, or they'll ask a question, or express feedback on something we could improve upon.

I welcome any feedback, and believe that calls that result in feedback, are actually more helpful then a "nope everything is great, thanks for calling." Because I take the feedback, and gauge how well our month went. If many people are saying it took too long to get their PC back, I will talk about it in my next team meeting with my guys, and dive into the tickets that took a while to understand what went wrong, and adjust our goals if needed.

 

[Jgiesing]

Great ideas. We have had great luck with follow up emails.

 

[jfm]

Made a few tweaks recently, less images, more text, simplified the whole thing.
Went from 60% opening rate to 78%.

 

[fencepost]

Not directly relevant perhaps, but at a WordPress meetup this evening someone described the monthly email she sends to everyone she's done sites for that isn't on a maintenance plan with her. Basically she has 1-3 tasks that she recommends people do in the messages, simple things like "write some fresh content," "update your about page - has your staff listed changed," "update plugins," etc. with 4-5 different sets of messages so they just repeat after a few months as a reminder of general site maintenance people should be doing.

And of course, at the bottom of the messages going to people that she doesn't have support agreements with, a blurb along the lines of "If you want these things done but don't have the time or inclination to do them yourself, contact me for information on a service plan to have me do them and take them off your plate."

Seems like something very similar could be useful for non-managed break/fix clients.