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 other Smartphone), or if someone is in an office with computer access. However, as someone who has consulted to individuals, 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. Real estate professionals must realize that in today's NOW society, there is a compelling need to answer any email from a real or prospective customer or client, with sincerity, immediately, urgently, and in a way that satisfies the sender of the email. In many cases, these individuals pay particular attention to who responds quickly and professionally, indicating once again, that one never gets a second chance to make a quality, desirable first impression.
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, are 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, as well as sales and marketing in a variety of fields, including both product, as well as service - oriented industries, I have always emphasized responsiveness. The real estate agent that is perceived as being response symbolically shoots himself in the leg! 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 other Smartphone), or if someone is in an office with computer access. However, as someone who has consulted to individuals, 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. Real estate professionals must realize that in today's NOW society, there is a compelling need to answer any email from a real or prospective customer or client, with sincerity, immediately, urgently, and in a way that satisfies the sender of the email. In many cases, these individuals pay particular attention to who responds quickly and professionally, indicating once again, that one never gets a second chance to make a quality, desirable first impression.
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, are 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, as well as sales and marketing in a variety of fields, including both product, as well as service - oriented industries, I have always emphasized responsiveness. The real estate agent that is perceived as being response symbolically shoots himself in the leg! 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.
No comments:
Post a Comment