Far more communication today is done electronically or digitally
than any other way. In fact, while the average email is responded to
within approximately twenty four hours, the typical text is responded to
in minutes. Some have even postulated that this has made email today's
"snail mail."
While people answer texts far sooner than emails, much more detailed information is often transmitted via email. Therefore, what is an acceptable time period to respond to email? The answer to that often relates to circumstances, and such factors as whether someone carries a BlackBerry or iPhone type of device, or if someone is in an office with computer access. However, as someone who has consulted to businesses and organizations on Customer or Member Services for over three decades, the answer from a company or management's perspective should be almost immediate. If someone carries a Smart Phone with email capabilities, the receiver of an email should respond almost immediately, either with an answer, or when an answer will be forthcoming. In certain industries, such as real estate, it has been found that there is a direct correlation between sales and listings, and response time to emails, because the consumer realizes that there is competition, and will "shop" elsewhere.
The last time you considered buying or selling real estate, if you corresponded via email, how quickly did you receive a response. In today's fast - paced, instant gratification - type society, unless one responds quickly, the representative will lose the business to someone who does. Since nearly every real estate professional carries some sort of smartphone, a response to every email should take from immediate to no longer than 15 minutes, especially during regular business hours, and even beginning from about 8 AM, until about 9 PM. Agents must realize that even if they do nor have all the answers immediately, they should respond that they will get back to the individual with the answers sought. Why carry a smartphone, if you won't utilize it smartly?
Similarly, in an organization, if a member emails the headquarters office, or any of the Officers or Board Members, that member is entitled for a prompt response. The easiest way to demotivate a member, and to create member resentment is to ignore a request, no matter how minor. Those in leadership positions should emphasize responsiveness as a major tenet of operational responsibility and responsiveness.
The odd thing is that often the same individuals who complain about how someone else takes so long to respond, is just as bad themselves. Of course, not every email requires or needs a detailed response, yet there should be some response to the sender indicating response of the email and the action that will be taken. This can be short and to the point, yet it indicates a caring and responsiveness, thus making the sender feel that his interests and concerns are being, or will be addressed in the near future.
As someone who has been involved in both Leadership and Sales Training for over three decades, I have always emphasized responsiveness. It is rude and wrong to not return telephone calls, or give someone a complete answer. It is equally wrong and ill advised to not respond immediately to emails, even if it means just sending an email immediately saying it will be looked into, and you will get back to the person. This should be and is common sense, but as we know, common sense is rarely common.
While people answer texts far sooner than emails, much more detailed information is often transmitted via email. Therefore, what is an acceptable time period to respond to email? The answer to that often relates to circumstances, and such factors as whether someone carries a BlackBerry or iPhone type of device, or if someone is in an office with computer access. However, as someone who has consulted to businesses and organizations on Customer or Member Services for over three decades, the answer from a company or management's perspective should be almost immediate. If someone carries a Smart Phone with email capabilities, the receiver of an email should respond almost immediately, either with an answer, or when an answer will be forthcoming. In certain industries, such as real estate, it has been found that there is a direct correlation between sales and listings, and response time to emails, because the consumer realizes that there is competition, and will "shop" elsewhere.
The last time you considered buying or selling real estate, if you corresponded via email, how quickly did you receive a response. In today's fast - paced, instant gratification - type society, unless one responds quickly, the representative will lose the business to someone who does. Since nearly every real estate professional carries some sort of smartphone, a response to every email should take from immediate to no longer than 15 minutes, especially during regular business hours, and even beginning from about 8 AM, until about 9 PM. Agents must realize that even if they do nor have all the answers immediately, they should respond that they will get back to the individual with the answers sought. Why carry a smartphone, if you won't utilize it smartly?
Similarly, in an organization, if a member emails the headquarters office, or any of the Officers or Board Members, that member is entitled for a prompt response. The easiest way to demotivate a member, and to create member resentment is to ignore a request, no matter how minor. Those in leadership positions should emphasize responsiveness as a major tenet of operational responsibility and responsiveness.
The odd thing is that often the same individuals who complain about how someone else takes so long to respond, is just as bad themselves. Of course, not every email requires or needs a detailed response, yet there should be some response to the sender indicating response of the email and the action that will be taken. This can be short and to the point, yet it indicates a caring and responsiveness, thus making the sender feel that his interests and concerns are being, or will be addressed in the near future.
As someone who has been involved in both Leadership and Sales Training for over three decades, I have always emphasized responsiveness. It is rude and wrong to not return telephone calls, or give someone a complete answer. It is equally wrong and ill advised to not respond immediately to emails, even if it means just sending an email immediately saying it will be looked into, and you will get back to the person. This should be and is common sense, but as we know, common sense is rarely common.
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