Working online entails a lot of email communication, whether directly to your email address or via your website. No matter where your email messages come from, they are a top priority to answer fast and effectively.
Of course, I’m not talking about your personal emails from friends and relatives. I’m talking about business emails from your potential customers, or from loyal and repeat customers and clients that come to you again and again, giving you their business.
Today’s world has developed into one where people seem to want instant gratification in their demands. The Internet has, in a way, created a monster in this respect.
The Internet! Where else can you send a message to someone in India and get a response within minutes? Where else can you order a music CD from your living room and get a response that your order was received and is being processed, almost instantly?
The general online population has become used to having speedy responses, fast shipping times and rapid answers to questions. All this without the expense of overnighting letters, paying phone bills or driving downtown to buy a blanket.
Email messages between businesses and their customers are a key aspect to handling your business activities. You may send out email blasts to past or potential customers, reminding them to send in heir orders. You may send out newsletters or place banner ads.
However you choose to advertise, it is sure to elicit response, and this normally comes in the way of an email message. The person may want a quote. He or she may have some question about the product. The best way to handle your email messages is to answer everyone within an hour of receipt. I know this may seem impossible, but it isn’t. I have a friend who does this, and because of her fast response to customers, has more than 50% repeat business! This speaks for itself!
The absolute maximum time you should let an unanswered email sit in your in-box is 24 hours. People seem to be able to tolerate this much of a delay in hearing back. However, to create the best
impression, it’s better to answer much sooner. (Within three hours if at all possible.)
Today, with smart phone use being on the rise, it is simple to answer emails from customers or clients. You just have to remember to carry your phone everywhere you go. Easy. Many people do. You may need to carry some business papers with you in order to provide some of the details they ask for.
There’s nothing worse than emailing a company who you are interested in doing business with and getting a response a week later. Even worse, never receiving a response at all. We have to wonder, do these people even want to have a business? Are they still there?
Answering emails promptly impresses your customers. They know you are there and willing to help them. Chances are they will purchase your product or service, because you have already built their trust.
And answering promptly doesn’t mean you gotta do it yourself. Outsource it by finding a skilled Virtual Assistant who does it just as good — if not better — than you.
—Marcus Hochstadt
