Beth Boen has more than 30 years of experience in sales, marketing and customer service. She is an award-winning marketer. She is also a professional trainer and customer experience consultant. Beth loves helping people build long-term, loyal relationships that produce quality connections in their business that lead to lifetime customers and endless referrals. Beth helps people do this through her thoughtful blogs and training curriculum. Members of SHE Leads Group have access to more in-depth business development training through presentations at meetings from Beth, her curriculum, and guest trainers. In addition to being the Founder of SHE Leads Group, Beth has had a training and consulting business, The Voice Customer Experience, that she started in 2005.
Proper response time for phone, email, and text
Is one mode of communication more important than another? Should response times vary depending on how your customer communicates with you? I once had a client tell me, "I will respond to phone messages in 24 hours, but email will have to wait." He basically told me phone messages were more important than email messages.
I totally disagree with this! We should communicate the way in which our customers want to communicate. If their preference is an email, then we should be just as responsive to them as the customer who prefers phone communication. Add in text messaging and we now have three forms of communication that our customers may choose to communicate with us. Regardless of their communication preference we should respond to their messages the same business day, if at all possible, but never later than one business day after the message was left.
This is one way you can out service many other businesses. Being responsive can be the difference between making a sale or not. When someone needs a product or service in a hurry, it will likely be the one who is most responsive and provides the best customer service to win the business.
And, one other bonus tip - check your junk/spam mail daily. There are times a prospect or client email can land in the junk mail box!
At SHE Leads Group, we provide our members with ongoing business development training including sales, marketing, customer service, and customer experience training. Visit a SHE Leads Chapter near you, where your business category is not already occupied by a member and experience a sampling of our training and the SHE difference. We welcome guests!