The Sales Vault

The Sales Challenge Blog

When That Much is Too Much

Picture of Bill Farquharson

Bill Farquharson

When it comes to communicating delivery details with a customer, don't make the mistakes Bill Farquharson's dentist makes else your clients might take the action Bill is planning for his reminder-heavy tooth factory.

Like most cavity-fearing Americans, I get my teeth cleaned twice a year. The appointments are booked 6 months in advance. My most recent appointment was set up for January 15.

It was added to my calendar. All set.

On January 1, I received a text reminder.

On January 12, I received a text reminder.

On January 14, I received a text reminder.

I guess I am a unicorn in that I note my appointments and show up for them. My understanding is the no-show rate is quite high. Charging for that time is challenging, I would imagine since most people would first fight the charge and then resent the charge enough to switch dentists.

But three text messages?

Communicating with a client regarding an order can be similarly challenging. Where’s the balance?

Once a delivery date has been established, the most important part is the confirmation once you have confidence in the ship date. Two days ahead of time, a thumbs up/thumbs down message is a good first step. From there, it depends on the critical nature of the job as to whether a second message is warranted. You should also learn a client’s preferences ahead of time as everyone is different and while you want to provide good customer service, you don’t to be as irritated as I am with my dentist.

I am tempted to take the following actions:

  1. Call them to leave voicemail and acknowledge receipt of their texts;
  2. Call them the morning of the appt. early enough so I once again get voicemail to let them know I am on my way and remind them to get ready for my cleaning;
  3. Call them from the parking lot to tell them I’ve arrived and will be there shortly.

Alas, I have been advised not to irritate someone who will stick sharp objects inside my mouth and just write a blog instead.



Bill Farquharson’s clean mouth cranks out a lot of valuable content and it has been captured inside The Sales Vault. Go to or call Bill at 781-934-7036.

You need this...

Trust me. I'm in Sales.

Everyone is asking where Bill got the T-shirt. Trust him, he's selling it on Amazon!

What is the Sales Vault?

The Sales Vault is a subscription-based website for sales people and selling owners throughout the graphic arts seeking continuous sales growth.


Upcoming Workshops


Why the most successful sales reps love the Sales Vault

Trusted by thousands of companies

Scroll to Top

Get Bill's Tip delivered to your inbox...

Sales tips are released every Monday morning.  As always get Bill’s Free Weekly Sales Tip at Bookmark the page: This Week’s Tip

Looking for a notification by email? Connect with Bill Farquharson on LinkedIn and Subscribe to his Weekly Newsletter.

Get notified via LinkedIn

Please note, you will need to join LinkedIn to connect with Bill and subscribe.