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How Not To Build With Bytes
I
bought a new notebook computer and wanted to get an
extra flash card for easy ‘on the road’
backups.
I sent an e-mail to the address listed on the business
card of the store where I bought the computer. Explaining
that I wanted to make an immediate purchase, I asked
for their best price and ivery terms.
That was six weeks ago. Until today, no reply. And this
store sells state-of-the-art computers!
So I bought the flash card somewhere else.
I had to wonder, how much more business is this computer
store losing simply because the staff do not read and
reply to e-mail?
Key Learning Point
What image is presented
by putting an e-mail address on your business card? What
image is created by not answering your mail?! People who
use e-mail expect a speedy reply. Do it!
Action Steps
Benchmark e-mail
response times of leading companies in your industry.
Write to several firms and see how long it takes for them
to reply. Then set a standard for your own firm that leads
Next Article in Customer Service Contact >>
Long Forgotten? Stir Old Accounts Back to Life
First Article in Customer Service Culture >>
Top Ten Tips To Build a Superior Service Culture
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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