29 Aug 2016 | 3 Comments
Your ability to manage your staff and clients will determine the success of your business.
Are your statistics trending up or are they trending down?
- Are you retaining staff or are you losing them?
People leave their managers, they don’t leave companies.
- Are you getting clients referring you their friends?
A success indicator is how responsive you are to your clients and staff.
- Respond on the same day you receive the email/phone message, but at the latest the next morning, but no later than that.
(This by the way, doesn’t mean that you resolve the query the same day, it only means that as a minimum you acknowledge receipt and advise when you are likely to resolve the query)
- If you are unable to respond to a client in that time period, ask an assistant to call the client to find out if they can help the client themselves, otherwise let them know when you can personally respond.
Even if the answer is a simple “got it”, Schmidt says being responsive establishes a positive communication loop.
“There are people who can be relied upon to respond promptly to emails, and those who can’t,” he said.“Strive to be one of the former.”
- You don’t care about them
- You have more important things to do
- They are very low on your priority list 4. They are not important
- What would you feel like if someone gave you the above message.
- Would you do business with them?
- If you emailed your bank manager or your solicitor or you are trying to buy something and no one bothered to respond to you. Would you do business with them
- If you want a relationship to flourish you pay lots of attention to it.
- If you want to destroy a relationship simply pay no attention to it.
- If your clients are not referring new clients to you, improve and go overboard in your responsiveness and you will see this change.
- It’s important that we increase the pie as it will benefit you and everyone around you in the long run. It’s really not that hard to do this.
- Respond quickly to every email and phone message.