The marketing doesn’t end when the customer takes the baitMarketing might best be described as the process of getting customers to show an interest in your offer. As we’ve often said, it can get customers to your business but it doesn’t necessarily make them buy—that comes down to the staff. The success of a marketing effort, especially in the Internet era, also can depend on the systems your business employs with customer inquiries.We recently had an online experience where the process of dealing with a customer inquiry was more complicated than applying for a housing loan. We had booked a family holiday to the East Coast of the United States and I was searching online for rental cars. I found the one I wanted and the pricing was good. But I had a few questions.After spending some 20 minutes reading the FAQ page, I was allowed to send an email with my three questions. After subm