Are you fast enough?

“Thanks for answering me back!”

Sadly, I get this reply a LOT when I call or email people as I am very quick to answer my emails. I also get “I can’t believe you answered me back”.

Even if I can’t answer right away (I might be in a meeting), I generally reply with a quick “I got it and will get back to you by __) as soon as I can. I send them something so they know I saw their message. They feel valued. Voice mails? I try and answer within one business day or sooner.

Why do I do this? First, it’s good customer service. Second, it gets clients as I have gotten many gigs because I respond so fast.

Unfortunately, I seem to be abnormal in today’s world as most people don’t practice this. I actually had someone tell me once that I shouldn’t answer people fast as they will think that I don’t have anything better to do.

REALLY? I strongly disagree.

A while back a client emailed me and asked if I could set up a telephone consultation with them. They went on and on about how urgent it was and how it couldn’t wait. Then when I replied back to them lightening fast guess what happened? They took 3 days to answer me back. By then they were so desperate they wanted to chat with me the following morning. So again, I replied back fast, and even cleared a spot on my calendar for them. I didn’t hear from them for 2 days. We finally did connect, but the whole thing left a big impression on me, and it wasn’t a good one.

Will I refer them out to people? No.

If they treated me this way, how were they treating their clients? What sort of impression do you think they’re leaving?

See my point?

We’ll ignore the statistic from Lithium that states “78% of people who complain to a brand on Twitter expect a response within one hour.”

One hour!

So here is my message this week … please answer your emails and calls as fast as possible. DON’T IGNORE THEM! This includes clients, friends, family … everyone. Answer everyone in a timely manner and I promise that not only will people notice, but you might even gain a few clients.

Want to know one of my favorite keys to success?

Answer people back.