Be Responsive
Being responsive to the customer’s needs requires timeliness. Timeliness in this case means immediately! When a customer calls you with a request or a problem, they want you to respond as quickly as possible. If any delays occur on your part, it is like saying to the customer, “I’ve got something more important than you that I am doing right now. I will get to your problem as soon as I don’t have anything more important to do!”
Instead, the message you should be sending the customer must be something more like this: “Your problem is my top priority, and I am committed to doing everything I can to provide you the service you want and deserve as quickly as possible.”
Which message do you believe you are currently sending your customers when they call you with a request for service of some kind? Why?
How could you improve your responsiveness to the customer?