5. Be A Fanatic About Response Time.

People expect us to respond to their questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. This includes simply acknowledging that we received the request and we’re “on it,” as well as keeping those involved continuously updated on the status of outstanding issues.

Pete's Message:

We live in a world that moves very, very quickly.  Both at work and at home we are constantly trying to keep up with the pace of our lives that have become more hectic mostly due to the internet and the evolution of email and social media.  Between email, text messaging, Twitter, Facebook, Pinterest, Instagram, etc. we are constantly bombarded with communication, and it can be a challenge to filter what is important and to decide what to respond to first. The point is things are moving faster and I believe our business and personal lives will continue to speed up.

Customers have needs and want answers quickly.  And we are committed to respond to their needs and concerns quickly, even if we simply acknowledge that we are “on it” as our fundamental describes.  Although we are committed to a quick response lets remember that the right, thoughtful response is always better than the quick, incorrect response.   There is absolutely nothing wrong with an immediate “I will be back to you promptly” while you determine what course of action meets Fundamental Number 1 – Do the Right Thing Always. In place of an electronic communication you might also do something really “Old School” as an option like picking up the phone and calling the customer to say “I am working to address your needs.  And by the way how are you?  How is the family?”

Although we may not have time to do this in every instance and we need to prioritize our messaging and manage our time, a phone call no doubt makes a more personal contact with our customers. The most important part of the conversation is to understand the customer expectations during your call.   The customer knows you are concerned but will feel better if you understand what they expect from you / Famous. Remember, we can return a call at 10 am tomorrow and be perceived as a hero or a bum, based on when they expect the call. Let’s make it a priority to always be clear on what a customer wants. We have become so reliant on electronic communication and the pace that it creates that sometimes we forget that the spoken word can make a “Fan” out of a customer who expects you to be a “Fanatic” about response time.