Recent research from Vodafone UK has revealed that one-in-three businesses will take their custom elsewhere if a potential supplier fails to reply to them within just two hours, when dealing via e-mail.
I guess it started with fast food, now we have all become accustomed to everything right here, right now.
With technology such as e-mail we do all expect a quicker reply, I know I do, if I send an e-mail that is not replied to within a short period of time I start to wonder why not, has it been received, is our email server working?
What I didn’t realise is the loss to business through this is an estimated £31.6bn a year. Seems rather high, and surely someone must get the business therefore no loss as such in the economy as a whole?
A way round this potential loss to your small business would be to put in place a policy that is known throughout your business, that especially means you, ensure all email enquiries are replied to immediately by an automated reply which acknowledges receipt of the email and informs the sender of your reply policy, this maybe a response within 24 hours, but as a fail safe I would add to this if that is not quick enough please call us on xxxx, and then ensure staff reply to all emails within 30 minutes if at all possible, don’t just manage potential customers expectations, exceed them!
Like the post title says, It’s all about expectations, if you manage the expectation of your customers they will have no need to go else where.
Technorati Tags: Self employed, SME, OMB, Small business, e-mail, Working for yourself
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