We all hate waiting. We have become a nation of snobs as we have increased demands on our time and attention. If I have to get through a complex directory to reach you, guess what? I move on to your competitor who is easier to reach, and I get to solve my problem now.
Responsiveness differentiates today. In our increasingly tight economy, how about looking at how you are doing business and annihilate every barrier for your customer in their touch-points with your company. Make it about them. Get transparent. Post a direct number or put one-touch live help on your site. Strip your processes of all the fat.
A periodical I read recently storied the failings of multiple service businesses and why their loyal customers would switch even after doing business with them for a while. The answer came down to one specific issue – responsiveness. The firm hired to survey these companies wanted to get more granular and asked a second question, “Did your service firm have to necessarily solve your problem quickly?” The answer overwhelmingly was, “No.” The true issue was that they just wanted to hear from them that they took responsibility and they cared.
Of course, you have 200 emails every day screaming at you. You have a list of things to get done and can only work serially. Without the right systems and processes, you will not win the responsiveness game. If you don’t care about it, then the customer voted right in the first place by not picking you. They want you to care. That means you think through their processes and make it extremely easy and convenient to do business with you.
Winning when there are multiple options demands attention to convenience. Attention to convenience requires thorough thinking and leadership. You may be stuck in ruts because you have done business a certain way a long time. There’s no excuse with what is available today to avoid upgrading your business and approach. Get in the convenience game. If you are serious, click here and I will show you what I mean and just how much of an impact it can mean to growth in your business and freedom in your life.