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Do You Respond To Leads And Enquiries Quickly Enough?

A survey by Vodafone has found that one in three businesses would take their trade to a competitor if the supplier didn’t respond within two hours of sending an email.

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It shows how much of a time pressurised society we live in although I suspect that the true statistics will vary enormously depending on the product or service.

More alarming is that 85% of those people surveyed admitted that they had made enquiries and never received a reply and 10% said that happened regularly.

This echoes some previous research I saw when companies who advertised in a magazine were tested to see what happened when enquiries were made. The results were shocking – about 40% never heard any more from the company.

Is it time that you took a good hard look at your business and what really happens rather than what should happen?

I’ve mentioned the concept before, but there are Moments of Truth when the customer comes into contact with the business. A great business focused on customer service and delight makes sure that all these contacts are intentional – what you want to happen, actually happens.

[sos]

[6Steps]

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