The competitive advantage.
WHY SPEED MATTERS
A customer with a question is deciding.
The business that answers first frequently wins.
WHAT COUNTS AS QUICK
Within the hour, during working hours.
Same day at minimum.
WHY THIS IS AN ADVANTAGE HERE
Many businesses respond slowly or not at all.
Simply replying promptly distinguishes you.
WHAT TO SET UP
A routine of checking messages Prepared replies for common questions Someone responsible
PREPARED REPLIES
Not templates sent unchanged.
A starting point you adapt, so replying takes a minute rather than ten.
WHAT TO DO IF YOU CANNOT ANSWER FULLY
Acknowledge immediately, answer properly later.
"I will check and come back to you this afternoon" holds the customer.
Silence does not.
OUTSIDE HOURS
State your hours so expectations are set.
An automated acknowledgement helps, if it says when a person will reply.
WHAT TO MEASURE
How long enquiries wait.
WHAT TO FIX
Anything waiting more than a day.
