October 20, 2010
If you ever have the misfortune to have a fire in your home, two things will be huge when it comes to averting disaster, accessibility and responsiveness. You want to be able to reach emergency services immediately and you want them to be at your home in seconds. These two words are keys in emergency services, but should they be keys in your business or community? Yes, without a doubt.
When people are contacting you or your company, they have a purpose. They want to know more about your community or services. They may be ready to purchase, they may be ready to come in for a tour. What happens if you aren’t available to take their call or if you don’t return their call within a couple hours? The customer loses a little enthusiasm, maybe doesn’t feel appreciated and wonders about this option. Most of the time, they are calling multiple communities or companies. If you don’t make it a point to take the call or return the call in an urgent timeframe, that lead could be lost forever.
Responsiveness is a close cousin of accessibility. If a customer needs information, has questions or even wants a quote, don’t sit on it, move quickly to answer their question or address their need. The longer you wait, the slimmer the chance of closing the deal. Seems like common sense, but I can tell you there are people don’t get it.
Accessibility and responsiveness are two easy weapons you can add to your sales arsenal. You don’t have to have a Masters degree or years of experience. You just have to care about the customer and care about your community or business. Customers are impressed by quick and thorough response. I hear it all the time, either from a positive or negative viewpoint. Instill this in your DNA and make sure it permeates through your organization. You will reap the benefits.
What are you or your company doing to make sure you are accessible and responsive? Review your procedures and make sure they are set up to impress the customer!
