(From the Archives, 2004) Some posts from “yesteryear” are worth pulling out and running again. With all that’s keeping most business people busy these days, this one seems timely.
I was chatting with Paulette Ensign of Tips Booklets the other day and she shared with me a conversation she recently had with a client on response times. Her client had spoken of his approach regarding response times, ending with the statement “Speed Stuns”.
Most clients find a quick response surprising. They notice it – and it immediately sets you apart. There are plenty of opportunities for speedy responses:
- emails (try same day responses)
- voice mail (same day – even if just an acknowledgement)
- commitments made at networking events to call and set-up a lunch together (next day)
- commitments to schedule a meeting (same day – if it needs to be coordinated, send acknowledgement and projected timetable)
- commitments to send materials or other follow-up items (get them in the mail same day).
With all the delays, back burners, good intentions and so forth that one experiences today, when a client gets a genuinely quick response – even a simple acknowledgement – it stuns them.
It happened to me recently.
I filled in one of those little forms on a website with a question I had. I really needed to get that information right away but response times from forms on many websites are known to take several days, if you ever hear anything at all.
I fully expected to have to wait.
I couldn’t believe it when I got a response from a live person within 10 minutes.
Try it sometimes.