July 2006

Communications has Moved to Warp Speed: Has your Customer Service kept Pace?

When I took my first job out of college some 30 years ago the fastest way to communicate in writing with someone was via teletype – it was sort of like a Flintstones version of email. The next advance in written communications was the fax machine – a quicker and easier way to transmit the written word over great distances. Then came email – quicker and easier still. And now, email can go directly to our PDAs or cellphone/PDA device.

It is hard to imagine that written communications will be able to get any faster or more direct, but I am sure that it will. Maybe we will have to watch the next episode of the Jetsons to see what is coming our way?

This “compression” of communications has created an expectation of immediate gratification. When the person who initiates the message can do so on a moment’s notice, they expect the recipient to respond in a like manner.

Keep this in mind the next time a prospect or a customer contacts you. That person has been conditioned to expect a fast, very fast, response. Not all service providers have figured this out yet. Those that have have set themselves ahead of the pack by responding to inquiries, requests, complaints, questions, etc. as quickly as they come in – regardless of it being during business hours, after business hours, and even on weekends.

Make sure that you are in this group of winners. Respond quickly and professionally. Even if you don’t have the answer, communicate!….and then get the answer, and communicate that!

Call the Intelligent Office at 866-505-1225 for more information.

"Never miss a call...never miss a beat!"

More to follow in future newsletters!!

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