Updating Returned Mail

First class mail sent to customers that is returned should be given back to the CF Unit who are updating the files. The usual process is to note in remarks “mail returned” with the date, and NOT remove the address the first time, in case the post office made a mistake. If the new address is given then this should be updated.

Whether the file is updated or there is no address given it should then be sent to the sales assistant. The customer must be called and their current address verified making any address changes in the file and updating the file completely as needed, i.e. birthdays, anniversaries etc… Note in the file that this was done.

The second time the mail is returned, the address should be rechecked and customer contacted again as above.

If there is a phone number, call the number and try to get the new address! If the number is missing or incorrect, call information and try to get the new number. If these don’t work try looking them up on the internet and then verifying that new address. Don’t forget that it may just be a case of a duplicate file with two different addresses and this should be checked as well.

Especially in the case of an active customer, the follow up MUST be done and done fast. All possible ways to find a new address should be used especially if it is an active customer!

After all attempts have been made to recover the current/correct address then and only then is the file marked so that no further mail is sent

If the mail is personally signed or written, it should be forwarded to the sender so that they know it didn’t arrive.

90% of the time completely losing a mailing address can be prevented by regular mailings to the individual. All of our mailing pieces should have Address Correction Requested so that the Post Office will send us the corrected address. If a customer only receives the newsletter every 3 months we could miss the time address corrections are done and not get back a new address. Not writing to the person regularly can have the same effect.

This sounds like a lot of effort until you consider we pay about $120 in advertising to get one new name. When you add in the fact that each name is worth on average over $500 in sales each, per year, then you can see why a little effort is a must. One could also say for every file that you leave un-corrected, you have just cost the company (you are the company!) $620. If you ever wondered how you can be paid more, consider every file you have left incomplete times the $620. We would much rather you received the $620 then it be wasted.