With Customers It’s Greet Them FAST or Lose Their Business!
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Responding to Internet Contacts
Every study I have read indicates that speed of response is critical when a customer sends an internet request to your business from either your website or directly to your email.
In the automotive business, the most successful dealers are responding to customers within 2 to 4 minutes, and even if you do not respond immediately, waiting more than 24 hours to respond to a customer request just will not work.
Once again, don’t think you can solve this with automated systems. It is a best practice to have a system auto-respond with a confirmation, but the personalized response better be on its way – and fast.
I travel all over the Americas, and have experienced one airline take up to 2 hours to confirm a reservation, while the other will respond almost immediately, and certainly within 2 minutes.
Who do you think I prefer to book my flights with?
What is the message here? Your first impression is how you make the customer feel. Do it right and you win.
Do a bad job or take too long, and you will lose!
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What Do Small Business Customers Want?
