What if you could instantly increase customer trust and loyalty?
Businesses frequently spend years cultivating that trust and loyalty. Unfortunately, many businesses overlook the most effective method for accomplishing this goal: promptly responding to each customer’s e-mail.
Prompt email responses can literally save the day and help put your business (especially a local one) on the map. Are you still undecided? Continue reading to learn why a prompt e-mail response is critical.
Oftentimes, the most compelling reason to do something is also the simplest. And when it comes to why each customer e-mail requires a prompt response, a good deal of it boils down to basic courtesy.
We are all aware of how aggravating it is when someone does not respond to an e-mail. And soon, you’ll be inferring a great deal of intent from that lack of response. You may believe the other party is being impolite, inconsiderate, and dismissive.
This is bad enough for personal or intracompany e-mails. However, customers are unlikely to wait indefinitely for a response. Rather than that, they are more than likely to take their business to a competitor!
Even if your e-mail is brief and succinct (more on this later), acknowledging customers promptly demonstrates courtesy and respect.
Let’s face it: there are times when nothing is more stressful than discovering the number of unread emails in your inbox.
If you’re not careful, these e-mails will continue to accumulate. Not only will this reduce your productivity, but the mere sight of your inbox filling up with new messages will increase your stress level by the day.
In a nutshell? You must develop the habit of responding to e-mails (particularly those from customers) immediately upon receipt. Customers are accustomed to receiving shorter responses, which means that an instant response will take little time to write. Additionally, you’ll satisfy your customers while achieving every employee’s dream: an inbox devoid of new messages!
Appearance of Reliability
It is not an exaggeration to say that your reputation is everything when it comes to your business and brand. This is why businesses invest millions of dollars in sophisticated marketing campaigns: to strengthen their brand and enhance their reputation. However, one of the most effective ways to build your reputation is to respond promptly to every customer e-mail.
Regardless of how you respond and how much (or how little) you write, a prompt response reveals a great deal about you and your business to customers. It demonstrates that you are both punctual and dependable.
Customers who notice your prompt customer service will eventually regard your business as extremely trustworthy.
And this trust was earned without the aid of an expensive marketing campaign. Rather than that, it’s simply a matter of pressing the “send” button in a timely manner.
We’ve discussed how important a prompt e-mail response is to your customers. However, it benefits you because it enables you to accomplish what you previously believed was impossible: it eliminates procrastination.
Procrastination boils down to four simple words: “I’ll do it later.” However, when it comes to customer e-mails, deferring action is extremely dangerous. By that time, your reputation has already been tarnished, and the customer may have moved on.
Consider what happens after you send a brief response such as, “We appreciate you taking the time to write to us.” I’m going to investigate your question and get back to you as soon as possible.”
The customer will be pleased with your prompt response. However, and perhaps more importantly, you have now committed to investigating their complaint. Rather than dismissing the e-mail or their concern, you’ve established that resolving their issue is now a top priority for the day.
And with that, you’ve conquered procrastination. A prompt response helps you increase your accountability and refocus your priorities on customer service improvement.
Buy Yourself Some Time
What is the primary impediment to writing a prompt response to each customer? You may be concerned about responding to customers who have complex questions or serious issues in some instances. And the reason is that crafting the response they deserve will take time.
However, as previously stated, one of the advantages of an instant response to consumer e-mails is that it can be brief. Additionally, “concise” does not imply “definitive.” As demonstrated above, you can simply thank the customer for writing and commit to responding as soon as possible.
These brief acknowledgement e-mails reassure the customer that they have been seen and heard. Simultaneously, the prompt response effectively buys you time to investigate more comprehensive responses to any customer questions or concerns.
Defusing Volatile Situations
In terms of customer inquiries and concerns, here is a simple fact: your happiest and most satisfied customers are the least likely to send you an email. Rather than that, you are far more likely to hear from unhappy customers.
As a result, one of the primary reasons to respond quickly to customers is to assist in defusing a volatile situation. At its most basic level, this strategy works because when a customer is already enraged, making them wait an extended period of time for a response only serves to increase their rage.
If you want to ensure that your initial response sounds appropriately neutral and respectful, you may want to start with an email template and modify it as necessary. And whether you use a template or not, your e-mail should demonstrate your regard for the customer and your desire to resolve their issue.
Ultimately, you may be unable to satisfy everyone. However, promptly responding to customer concerns with courtesy and respect is critical to providing superior customer service.