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Leo Hamel Fine Jewelers Policy Letter

Rev1

Web Leads :: Response Procedure

Introduction

Web leads are inquiries from customers who visit our website (www.leohamel.com) and use the e-mail us option; at that step the customer selects a department to contact, enters their information and message.

The message is sent to Lannie or Bill to be dispatched to the appropriate department or person (sales, estate, repair, accounting, etc.) to filter out marketing or non-customer messages and ensure proper routing.

If the customer is new, their information is automatically entered into BusinessMind; if they are an existing customer, a contact log is added to their BusinessMind file.

A generic e-mail is sent to the entire department or specific person with a link to respond to the web lead; this e-mail contains the date and time the lead was sent, whether the customer is an exact match in BusinessMind, and which department or person it was sent to.

IF YOU CLICK THE LINK ABOVE, YOU MUST RESPOND TO THIS LEAD. Only one person should respond to the lead—the first person to click the “Respond To This Lead” link. If you click the link after someone else has responded, you will see a message indicating who responded and when. If you are the first to click the link, you will be taken to the web lead response form and must respond, as no one else will be able to.

Responding to a Lead

You have two options for responding: call the customer or respond by e-mail.

Calling the Customer

Use the provided form option to log your call directly into BusinessMind without switching screens; make notes of the call and press the “Enter Call Log Into BusinessMind” button.

Responding by E-mail

The e-mail form will be mostly pre-filled, but you must enter your e-mail password to send the message. Important: use the password you use to log into your computer (for Old Town employees), not your BusinessMind password. If you are unsure which password to use, ask for help.

Enter your response into the message field and format it professionally; include your name, title, phone number and e-mail address so the customer can contact you or the company.

Clicking the “Send E-mail and Log Into BusinessMind” button will send the e-mail and log it into BusinessMind under the customer’s file. You will be CC’d on the e-mail; if you do not receive a copy within 2-3 minutes, the e-mail did not send and the customer did not receive the message—contact Bill immediately to resolve the problem.

Leo Hamel, Founder