Do you use a contact form on the “Contact Us” page on your website?
If so, check this list of common mistakes to see if you are making your prospective clients angry or just turning them away.
5 Ways Your Potential Clients May Be Reacting To Your Contact Form (And What You Can Do About It):
1. “That contact form is sooooo long! I feel tired just looking at it!”
- Does everyone type at 60 Words/Minute like you? No. Most people I know type with one finger. A long form looks like half an hour of work to them
- It doesn’t matter if some fields are “not required”. Visitors don’t notice the little asterix, and they feel obliged to fill in every field because of “form momentum”
What you can do:
- Trim back your fields to the absolute bare minimum. Do you really need their postal address, physical address, all their phone numbers and date of birth? No you don’t.
2. “Bah! Another error message: ‘Syntax of field 624 is invald’? WTF?”
- If prospects take the time filling in your form, click submit and they get an error box in their face they will get angry and hate you
- It’s worse if your form validation script doesn’t highlight the field in red and provide helpful guidance so the prospect knows exactly what to do next. They will feel lost and confused
- They will subconsciously ascribe these negative feelings to you. Is that the right way to start a business relationship?
What you can do:
- Keep the form super short. Less fields = less potential error messages
- Lighten up on the validation
3. “Does this contact form even work?”
- This is a fear of the message not being delivered at all
- Sometimes when you click the “submit” button does it feel like you are launching your message into space and you’ll never see it again? That’s because experience tells us that is exactly what we are doing. Sometimes the contact form is broken and no-one find out for months
What you can do:
- Regularly test that the contact form is working
4. “How long will I have to wait before I hear back?”
- Closely related to the fear of the message not being delivered at all is waiting an age for a response
- Perhaps part of the problem is that most contact forms go to generic email addresses like “info@yourdomain.co.nz”. How motivated is the recipient of emails sent to this generic address to respond fast when the message isn’t even addressed to them? If Bob gets these messages, which will he reply to first: Emails addressed to Bob, or emails addressed to “info”?
What you can do:
- Send your contact form messages to a real person not just “info” (yes, it may need updating when your staff change)
- Make a promise in your email receipt “we will respond within 1 normal business day. If you don’t hear from us, please call our tollfree hotline”
5. “What did I say? When? To Who? I can’t remember!”
- When you send a message from your own email system you can always check your “sent” box later to check:
- That it was actually sent
- Who it was sent to
- The date/time
- and most importantly: what you said
- With a contact form you get nothing. Sometimes you might get an email receipt that says “thanks for your message, we’ll contact you soon” – yeah right.
What you can do:
- Send the prospect a copy of their own message “here’s a copy of your message for your reference”
- Let them just click on your mailto hyperlink so they can send their message from their own email system
What Else You Can Do To Improve Your Contact Form
Double check that you provide a clear “mailto” link for your email address like this: “sheldon@marketingfirst.co.nz“.
If you don’t, you may be forcing your web visitors to use your contact form and face all the problems listed above, or they may just give up and leave, and take their business to your competitors.