Why do companies bother to market their products and services when they have no system in place to actually sell them should anybody respond to their marketing?
Virgin Media are a case in point – they market very well but now I’ve tried twice to switch to them and both times they have failed to follow through. Apparently my house needs an engineer’s ‘spot check’ and they have to book that for me. This hasn’t happened and now I’m going off them wondering if this is typical of their service levels, etc etc.
To add insult to injury, the second time we tried to arrange the switch, the sales person said they would ring me back in 3 days to make sure it had been done. That was a week ago.
OK, rant over, but this is a more common problem than you would think. There’s no point starting a marketing campaign if you haven’t got the follow up ready and waiting to turn the leads into customers. It will most likely make people less likely to buy from you and waste a lot of money.
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