Realistic management.
THE PROBLEM
Messages arrive while you are working, and answering constantly prevents work.
WHAT NOT TO DO
Answer every message immediately, all day Ignore them until the end of the week
WHAT WORKS
Set times for checking messages Acknowledge quickly, answer properly later Use prepared replies
THE ACKNOWLEDGEMENT
"Got your message, I will come back to you this afternoon."
Takes seconds and holds the customer.
WHAT TO ANSWER IMMEDIATELY
Anything urgent Anything where speed wins the work
WHAT CAN WAIT
Anything requiring thought or information you do not have
WHAT TO TELL CUSTOMERS
Your response time.
Then meet it.
FOR OUT OF HOURS
An away message stating when you will respond.
WHAT TO AVOID
Answering at all hours, which sets an expectation you cannot sustain Leaving messages unacknowledged for days
WHAT TO PROTECT
Time to actually do the work.
