MY follow-up plan dictates how I VIEW OTHERS! Does yours?
Posted by richdigirolamo in Customer Service, Motivational Speaker, Rich's Fun Thought Provoking Musings on 06 15th, 2011 | no responses>
- When I meet someone at a networking event I send them some sort of communication within 24 hours. It could be an email, text, tweet, or handwritten note. (Yes, I’m doing my part to keep the USPS in business; why I don’t know at times.)
- When someone makes a donation through the charity I founded, (One Less Meal, Inc.), a personal, silly, fun acknowledgement is sent within 24 hours. Could be a note, email or shout out on a Social Media site. People love to be recognized – especially in public forums.
- When I receive an inquiry about speaking, training or consulting for an organization you get a phone call or an email from me ASAP and never more than 24 hours later. Heck, once I found myself on the phone at midnight. (She sent an email at 11:45 PM; I sent an email saying “wanna talk now?”)
These are my rules. This is how I run my business. If it means staying up past my bedtime I do it.
Do I ever fail myself? Of course.
But here’s the issue………..because that is how I run my business that is how I assume others run theirs. And I like doing business with people who operate with a similar work style or ethic.
- So when I meet you at a business event, and you promise me pricing on a product I don’t want to be waiting almost one week later for your reply; especially when you’re one of many options.
- When I approach you for help/advice (and possibly hiring you) and you tell me to get in touch; and I do, again waiting one week throws all kinds of red flags up for me; starting with what will your delivery be like if I choose to do business with you?
So if you’re a salesperson or in a customer service role (which everyone is) try keeping these two simple ideas in mind:
- Ask people what they expect from you when it involves follow-up.
- If you’re so busy and can’t/won’t respond for days let people know; or perhaps you need to look at your systems.
Some of the busiest people I know make promises to return calls within 3 hours; emails within 24 hours; texts within a few hours. If they can do it, so can I.
So can you.
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