Silence Costs: How Neglecting Your Contact Page Hurts Your Business Marketing

I've been thinking a lot about contact pages on business websites, mostly because I have sent out some inquiries through contact pages on websites for services that I'm interested in booking. I haven't heard anything back, and it's been weeks. 

Not only is it extremely frustrating for someone who wants to hand money over for services like yesterday to these businesses, but it could be better PR and Marketing.

If you aren't going to respond to inquiries via contact pages, why do you even offer one?

Here's why I say this…

Your contact page is not only the OG of lead generation but also sets the pace for the user experience with your business or brand. It is the first line of direct contact and communication. 

1. Establishing Trust and Credibility

A well-thought-out contact page featuring clear and accessible information instantly conveys professionalism and reliability to visitors. It serves as a direct channel for customers to reach out to your business, showcasing transparency and a willingness to engage with your audience. Users who can easily find your contact details are more likely to trust your brand and perceive it as legitimate.

2. Encouraging Customer Engagement

By providing multiple communication channels, such as email addresses, phone numbers, and social media links on your contact page, you empower visitors to choose their preferred method of interaction. This enhances user experience and encourages customers to engage with your brand, ask questions, and provide feedback. An engaged customer is more likely to become a loyal customer.

3. Enhancing User Experience

A streamlined contact page contributes to overall website usability and enhances the user experience. Visitors should be able to locate your contact information effortlessly without navigating through multiple pages. Clear and concise contact details improve navigation and ensure that users can quickly contact your business.

4. Generating Leads and Inquiries

A strategically optimized contact form on your contact page can be a powerful lead-generation tool. By carefully designing form fields and calls to action, you can encourage visitors to submit inquiries, sign up for newsletters, or request consultations. An effective contact form can convert visitors into valuable leads for your business.

The Impact of Neglecting Contact Page Inquiries

When a business neglects customer inquiries submitted through the contact page, the repercussions can be more significant than they might anticipate. Failing to respond promptly or effectively to these communications can significantly impact the business's reputation, customer satisfaction, and overall success.

Customer Dissatisfaction

By ignoring customer inquiries, businesses signal their audience that they are not valued or respected. This can lead to frustration, disappointment, and, ultimately, dissatisfaction with the brand. Customers who need to be addressed will likely seek out competitors who prioritize their needs and provide timely responses.

Lost Opportunities

Every contact form submission represents a potential opportunity for the business. Whether it's a sales inquiry, a partnership proposal, or simply a question about the products or services offered, failing to respond means missing out on valuable leads and potential conversions. Pay attention to these inquiries to avoid lost sales and missed connections with potential customers.

Damaged Reputation

Word travels fast; customers who feel unheard or ignored by a business will likely share their negative experiences online through reviews, social media posts, and forums. This can damage the business's reputation, leading to a loss of trust and credibility among existing and prospective customers. Poor customer service can have lasting effects on a brand's image and make attracting and retaining customers challenging.

Decreased Customer Loyalty

Effective communication is critical to building solid relationships with customers. By neglecting contact page inquiries, businesses miss out on opportunities to engage with their audience, address concerns, and provide assistance when needed. This lack of communication can erode customer loyalty over time, as customers may feel undervalued and unsupported by the business.

In all of this, I am glad that I reached out to my first choices for the services I was looking for because now I know they do not fully deserve my business, and I'm likely not to refer any other company to them. Those are the cold, hard facts of the digital situations we are all in. 

If you have made it this far, check the email your contact forms go to and respond to them promptly because you are losing potential and future business.

Why Customer Service Is The Best Business Strategy You Could Ever Have

There is a Maya Angelou quote that says, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” 

Customer Service is at the heart of any business, be it a product or a service provider your customer service needs to be on point because if it is you will be rewarded a hundred times over with new customers and continue to retain current customers.

I recently had one of the most incredible customer service experiences that I’ve had in a while, and it involved a record store and the holy grail for my vinyl collection.

If you follow along with me on social media that I am a huge Fleetwood Mac and Stevie Nicks fan, you might also know that I am building out a 70’s rock vinyl collection and refurbishing a 70’s system to listen to said vinyl. A record that has been on my list for years and one that will finish out my Fleetwood Mac collection is a copy of “Buckingham Nicks,” the only album released by Stevie and Lindsay which helped Mick Fleetwood find them when he was looking for a replacement when Bob Welch left the band.  

I have searched every flea market, garage sale, estate sale, and record store to find this elusive personal holy grail of music. Still, every record store, estate sale, or flea market that I went into, I would look and every time come up short until I walked into a record store in Victoria BC.

Turntable Records is in the tourist hub known as Fan Tan Alley; I had zero expectations for this place. I figured that I would walk in dig a little bit and then walk out, my experience with record stores in tourist parts of cities is not all that great. I walked straight to the Fleetwood Mac section and started digging; there was a lot, so much early stuff that I thought well maybe. A gentleman with a sizeable dark mustache came over to me and said, “Rumours is way in the back.” I said, “Thanks, but I already have that. I’m looking for something else.” The next record that I flipped was the cover of “Buckingham/Nicks,” I held it up and said, “This is what I’m looking for.” His entire demeanor toward me changed, in his body language, I went from some American Fleetwood Mac fangirl that only knows Rumours to a woman who is invested in all the music and history of this band. The next thing he said .”You know that those are getting incredibly difficult to come across.” He opened it up and said, “let’s take a listen.”

It was amazing. I had never heard any of these songs before that moment because it is not something that you listen to on Spotify when Stevie’s voice started singing my eyes filled with tears because I had found it, in fantastic condition. This man was teaching me more about this record that I didn’t even know.  

Gary is the owner and the gentleman that was along with me for my Buckingham/Nicks journey. While he held the door open for me to walk out, I felt as if we should hug or something because we had just shared that experience.  

The Turntable offers plenty of excellent condition vinyl products, their tiny shop in Fan Tan Alley is stocked to the brim with it. The customer service that Turntable sells is the experience. Selling the type of experience they do replaces any marketing budget; a satisfied customer is the best business strategy you could ever have because they will forever tell people about you.