Favorite Words
When returning a client’s call or email, I love to hear the words, “Wow! Thanks for getting back to me so quickly.” Those words tell me I’ve exceeded their expectations, and that’s a great way to begin a dialogue with a customer/client.
To be sure, I don’t hear those words every time because there are times I don’t respond quickly enough to deserve a wow (although I do focus on quick response times). And some people just aren’t “wow people.” But I know when I do receive a wow for getting back to a client quickly, the trust factor is being established.
In today’s market place, with so many customer service disappointments and frustrations, a quick response to a customer’s communication is a welcome surprise. Most customers aren’t used to it and are delighted when they receive it. It’s a way to instantly differentiate your service from your competitors as well as from most other organizations customers deal with.
In your next response to a customer’s communication, shoot for the Wow!
Great points. One of the benefits of the BlackBerry is that customers get email responses from me within minutes at all times of day, even if I am out of the office. With 4 year old twins, some get responses at 3am. Without question, it makes an impact. They remember it, they appreciate it, and they even tell their friends about it. You must stay consistent with it though. I even have customers who test me. Just this past saturday, a customer emailed me at 6:30 PM and stated “let’s see how good you really are”. The first sentence in my reply to him was, “was 3 minutes fast enough?”
I know some people feel cursed by their BlackBerry phones, but I agree with you, David, it’s a great tool for wowing customers/clients with an immediate response.