Is everyone here sending out mass emails to their clients for updates and the such? Since we use Client Exec it has a built in feature, but not all people really login unless there is an issue so we go ahead and do this as well for any promo's we are running. Anyone else?
Communication is key. Sending out notices about issues taking longer than 15 minutes to resolve are necessary. We also post in our forums, and also post in our client area so it shows up before a user enters a ticket, and if they subscribe in the forum news, they get the notices there too.
People would much rather know what is going on rather than finding out later there were issues and then getting upset.
Major issue changes and minor ones here, and that is seldom as we do not even like more email that we need so we fully understand that. At the end of the year though we do send out a thank you for all clients, thats not too bad and it reminds them that they are appreciated just as I am sure they appreciate amazing service on our end.
Please your clients & thank them from time to time.......they are just like groupies that keep the band going strong.
Right, now a client might get hacked off by constantly being hit up with offers or something. But this is common decency, telling them about changes and about possible hold ups in service and so on-its a good thing.
Sending client's updates on server issues is one thing.
They can also login to the community forums to see the current happening of issues. However to email them constantly with specials and such can get a bit much.
Informing client's of current server related issues is just good business.
We send mass emails - but we keep the details short and sweet (what's going on, what date, which servers, what will be affected, how long will it be affected) and link back to a forum post with more details. That way, if people want to know full details, they can follow the link and read the whole story - and if all they want is a quick notification of expected downtime or a notice that something's currently in progress, they can just read the email and get the gist.
We try and summarize any major upgrades in the quarterly newsletter. Keep it to one sentence, link folks to the forum where all the announcements reside, et voila - they get the summary, and can go read the full details on their schedule.
__________________ ☷ Lesli Schauf, TLM Network
☴ Linux and Windows Shared Hosting since 2002: Scribehost
Communication is very important. The places I work use WHMCS and they do mass emails for any important maintenance or upgrades, and specials available. Helping your clients will keep them happy and keep them referring people to you.
__________________ Lindi Wheaton I <3 Pixel's The-Pixel :: Get a custom WEB DESIGN today!
Don't shy away from giving updates. Your customer's business relies on your business, so they are very keen on hearing any news from you. Keep the advertising to a minimum though. If it is mostly advertising you want to do, even if your customers have opted in, do not make it more than once a month.