Sometimes I think that the business world is on fast forward—what we used to have a week to accomplish, we are now expected to get done in a matter of hours. I’m the first person to admit that this rush, rush, rush can get to be too much pressure and too much speed. But, when it comes to waiting for a response to an inquiry or a phone call, the longer the wait, the more likely it is the customer will loose patience and choose to go someplace else.
Recently, I was at an open house for one of my children. After going from class to class and meeting her teachers, I was struck by something one of her teachers said in his introduction. He gave us his e-mail address and phone number and said, “I return e-mails and phone calls religiously within 24 hours. If it on a Friday afternoon, it may take me until Monday. Also, please keep in mind that I leave by 4:00pm, but I will check my messages first thing in the morning.” I loved that he was so thorough and put the focus on prompt response to inquiries. I thought about how in business, people often send us e-mails and phone calls and have no idea when they might get a response. I think we can learn a thing or two from this high school teacher about prompt customer service!
Even if you don’t broadcast it to your clients/customers/prospects, it might help to have an internal goal for how quickly you will respond to customer questions and needs. Setting a goal and working to respond promptly can help you keep and cultivate customers and will likely show in solid sales as well. People appreciate prompt response and attention and if you get back to them quickly, they won’t be as tempted to take their business elsewhere.
Also: We Can Only Do Our Best
Touch Base Regularly With Prospects
Make Ordering and Purchasing Easy