I left a message for a company yesterday again. They have still not called me back. I am thinking about moving on. Too bad. There’s a lot of business that could come their way. I tend to be a loyal person to the things I like.
In this instant, 24/7 world, there is this illusion that we can always obtain world-class service. That’s not true. I think we want it. But then we end up with a phone tree, wait times and no follow-through.
Business is still people. And people are hard to move towards responsiveness without leadership.
I still smile when I call my accounting software, FreshBooks, for support. Two rings into the call and I get a live person! It’s impressive. I love their responsiveness, and I tell my clients and friends about them every chance I get. They are part of my team, and I’m a fan.
There are a few other partners that have also set up their business around responsiveness. It keeps me delighted, and I stick with those partners. I trust them.
Maybe it’s my own need for quality. I practice mise en place. I believe in being responsive and love delighting people with a high level of service and care. That’s how I see it. Good business is about truly caring about another person and helping them get what they are looking for fast.
I don’t think that it’s a lot to ask. And I do believe most customers are looking for care and responsiveness. You don’t have to go far to hear the complaints of bad service or sloppy follow-up.
Can you imagine if your brand stood out because of your responsiveness? If you are constantly in a crisis or tripping over your own clutter and disarray, forget it. You won’t make it happen. You don’t care enough.
But, if you want to stand out, I bet opportunities and attraction make their way to your doorstep from a habit and setup of being responsive in all your dealings.
How can you make responsiveness part of your way of doing business?