Customer got mad when my follow-up email went to spam last week

I was sitting at my desk in Austin when a client called to say I never followed up on their quote, turns out their IT guy blocked my domain 6 months ago and nobody told me, has anyone else had a client just assume you ghosted them because of a filter?

2 comments

2 Comments

sageross12d agoTop Commenter

Have you tried setting up a DMARC record and checking your domain regularly? I've had this same thing happen with a few clients over the years... it's a pain because you look like the bad guy when it's just technology messing up. What worked for me was sending a test email to a free Gmail account from my domain every month just to see if it lands in spam. Also, I started asking new clients to whitelist my email address right when we first talk, before we even send any quotes. That way if something does get blocked later, they're more likely to notice and check their spam folder instead of assuming I dropped the ball.

terry_thomas12d ago

I used to think it was just lazy salespeople making excuses until it happened to me twice in one month last year. One client's filter caught everything from my domain because their IT guy flagged it as a potential phishing source after a similar company got hacked. Now I make it a point to send a quick text after any important email goes out just to confirm they saw it, and I check my domain reputation on those free tools every few weeks. That monthly test email to a dummy Gmail account sounds like a solid habit too, something I should have been doing all along instead of just assuming everything was getting through.