Lightning fast responses, or should you wait a bit?

[Deleted member 70659]

I am a huge tool for keeping an eagle eye on my inboxes, when I am on the computer I have both of my inboxes on a separate screen and as soon as anyone replies I am on the case ASAP. Also have the iPhone geared up to all my inboxes (one screen to ping all inboxes, nice)

This is the same thing for when I am working on revisions / changes for design work. I just got done making some changes and 5 minutes later I have emailed the changes back and this got me thinking......

Is it good to be like this? I hate to sound boastful, but I know my way around my programs, and I am very efficient at getting stuff done / mocked up, I was wondering if on my clients end they were thinking that i'm doing it fast to get it out of the way (although this is not the case)

I have had alot of positive feedback regarding my communications, but I sometimes wonder, does it give off the wrong vibe? I'm quite happy doing my thing, but I was just wondering if there was some stupid etiquette or something?

p.s : A funny story, I had a couple of snow days off and one of my clients was worried I wasn't replying in my usual manor, and he said I was a victim of my own efficiency, a good habit? Or obsession?!

 

[unet]

I think responding to quotes and jobs straight away is your USP, make you stand out from the crowd. Okay so sometimes you may take longer to respond. Your obviously holding onto existing customers so carry on

 

[ThePublisher]

I know what you mean, some days I'm replying the minute a request comes in, does it make you look efficient, or does it make it look like you are hanging around with no other work to do?

 

[akirk]

It is good practice - however - it will bite back on the days when for genuine reasons you can't and therefore someone complains also, sometimes worth leaving an email a few moments before responding to get into a habit of not being in a hurry which one day may lead to your responding in a manner which could have been better!

Alasdair

 

[silvermusic]

Although I'm in an entirely different line of business I'm often able to reply instantly as I spend a large part of the day at or very near one PC or other. But I always wait at least 10-15 minutes before answering. Best sometimes to think about a reply rather than rush out one and make silly mistakes.

 

[TotalWebSolutions]

Although I'm in an entirely different line of business I'm often able to reply instantly as I spend a large part of the day at or very near one PC or other. But I always wait at least 10-15 minutes before answering. Best sometimes to think about a reply rather than rush out one and make silly mistakes.

Agree with this 100% as I am the same way

 

[serrano]

We reply to customer enquiries within 30 minutes and sometimes sooner depending on the nature of it. There is that concern though - is the perception that you/or a business is "efficient" or "desperate for the sale" etc, depends which view you take...

The main issue we have (ecommerce btw) in replying swiftly is that many customers do not expect such a quick response so the email can be sitting in their inbox until the next day which runs the risk of being "lost" or accidently deleted.

I personally think it is good practice - as long as you can maintain consistency. No right or wrong in this one I think

 

[Scott-Copywriter]

My reply rate varies. Sometimes I'll get an E-mail, yet I'll have to wait a while before I reply, as I need to finish what I'm doing and then take time to have a good think before I create my response. This is usually the case when it comes to E-mails from clients who ask questions or want to discuss points of a project. Other times, I'm simply unable to provide a response until I have a better idea of it.

For E-mails which require a quick answer (such as a yes or no) then I usually do that right away, but it again depends on what I'm doing at the time.

That's the issue with copywriting. I need to focus and get into the right frame of mind for projects of wildly varying topics, so it's difficult to break my stride and stop what I'm working on to address a project relating to a completely different product or service. Where someone might have just one thinking cap, I have about 15.

 

As quick as possible there is always another shop down the page.

Earl

 

[J-Wholesale]

A lightening fast reply once can make the recipient feel special. Twice sets a precedent and is no longer anything special. But once the precedent has been set, every time you fail to meet it is a black mark against you. This may not be logical, but it's true. Wait an hour between replies - that's still super fast, and it gives you time to properly forumulate a reply and maybe include something you didn't think of immediately. This is especially important if there's money involved or you're quoting for something.

 

[Mayadisa]

Fast responses are great speaking as a client and I don't think you are hanging around, I think, 'this person really wants my business and prioritises me'

You want to set a good standard without raising expectations to the level that someone is likely to be disappointed at some point down the line. It's the fine line we all tread when it comes to customer service!

 

[Mayadisa]

Oh and if you know you're going to take longer to respond due to absence etc, warn clients in advance so they can be prepared for it. They will realise you're not superhuman and be grateful for a heads up (although you may have more work before you head off)!

 

[adventurelife]

If it is an enquiry for your services do it straight away. I have tested and measured this and the conversion rate of getting back straight away was significantly higher than waiting even 8 hrs.

Remember if you are in a B2C sector and you have a email enquiry chances are so does some others who provide your services

 

[serrano]

Remember if you are in a B2C sector and you have a email enquiry chances are so does some others who provide your services

Very true indeed.

 

[Rhyl Lightworks]

Respond to emails as fast as you can, as others have said, there may be a competitor who has got the business sown up if you don't.
It does amaze me how long some people take to read and/or respond to emails. Some never read/respond even though I know they have been read. The culprits seem to be mainly big companies and a few members of the public.

Barrie

 

[dynamic08]

Do not worry fast response is the way forward. You would win my business.

 

[Vending Siting Services]

When it comes to replying to your customers, do it quick. As others have already said, if you don't then someone else will.

Barbara

 

[sunama]

Is it good to be like this? I hate to sound boastful, but I know my way around my programs, and I am very efficient at getting stuff done / mocked up, I was wondering if on my clients end they were thinking that i'm doing it fast to get it out of the way (although this is not the case)

Let me put it this way, by being quick and efficient with comms with your clients, you will not be losing any customers.

I've heard of companies losing business because they are slow to respond to sales queries, but I've yet to hear of anyone losing business because their queries were dealt with quickly.

 

[Matt1959]

one reoccuring comment that comes in emails from clients that I have emailed is "thank you for your prompt response" or words to that effect. That tells me that alot of them expect to wait a lot longer than it takes for me to reply to their enquiry.

I usually reply same day or same evening. I think the notion that a quick reply means you have no work and are waiting at the PC is thinking too deeply. Majority of people are impressed by a fast reply........its human nature..

 

[sunama]

I think the notion that a quick reply means you have no work and are waiting at the PC is thinking too deeply.

Agreed.

My way of thinking is that if even the business I am doing business with has no other work, as long as they treat me well and do the job that I am paying for, to a high a quality...I am happy. In fact, I would love to have a decent company that does a good job, working only on my project...unfortunately, this is unlikely to ever be the case.

I work for a removals company and many times, I have received the comment that as I was the quickest to reply to the customer's email, preference shall be given to my company, to bid for the job.

In some instances, when we have been slow to reply, upon making contact with the customer, we are told that other companies have already made contact (and issued quotes)...hence our quote is no longer required.

Like I said, businesses have lost clients due to being slow to reply to emails. But I've yet to hear of clients walking away because the company has been quick/efficient when replying to customer queries.

In fact, I've seen many companies advertise the fact that they guarantee replies to emails within x minutes.

 

[DesignerNick]

I like to reply to emails as soon as possible. A lot of my clients have jobs to do and I understand that so if an electrician asks me something then I try to answer as soon as I can so he can get back to rewiring or whatever he is doing.

He has probably sent the same email to 10 other designers so if I reply first with a decent reply it usually seals the deal

 

[Amelixuk]

We have a company policy to respond to all emails within 4 working hours. We usually respond a lot faster - during the day you will get an email back within 5 - 10 mins.

With modern technology we are emailing round the clock - I found myself replying to 2 emails that were sent to us on Christmas Day from my Blackberry - I simply said that I was not in office but would get back in touch as soon as I can they sent an email back saying they were really grateful.

I then sent them a brochure on boxing day evening when I was setting up my inlaws new computer with the info they needed.

They then asked me to get a contract over which I did the day after - it took me 10 mins and yes you can argue the work/life balance ratio is wrong here but at the same time it meant we won a nice account.

We give all our staff smartphones so when they are not in office they can respond (If they want to)

We live in a world with mobile mail and 24/7 lifestyles where people are becoming impatient.

I am well impressed - just sent an enquiry online to a company about a woodburner for our living room and got an email back within 5 mins from someones iphone answering a lot of the questions I had - I now rate them over the 2 other sites I sent same list of questions to.

I think it is a tough one and take on board the points made about looking to keen for work but at the same time I would rather look keen than not look bothered and loose out to the competition.