Communication response expectations

Clients will have their own idea of how quickly they would like a response, unfortunately this has been reducing each year.

In this short post, we’ll cover how to manage client communication expectations.

By the end you will be able to structure your business to effectively respond to enquiries.

Response timescales
Response timescales are one great method to get an advantage over your competitors and also to increase your conversion ratio.

Clients now expect reply within a few hours, indeed some surveys have said that you may only have 3 hours to respond initially before they decide to seek help elsewhere.

You can help to manage their expectations by telling them when you are available on your website – then they will not expect a reply until after you next become available.

I talked about the benefits of using a virtual assistant and this can assist in the sales process. When the client makes the initial enquiry they will be speaking to a real person, who can give them a more personalised response – perhaps advising them if you are away in a meeting and also letting them know when they can expect a reply.

For email enquiries a short reply from your smartphone may be all that is needed to start the sales process. You may not want to work outside business hours, but a very short reply can clear things up, saving time later. I have had many new clients where the conversations were started over email in the evenings and weekends – when it’s more suitable to the clients own requirements for communication, as they may be tied up during the day.

Finally, when using social media, you should ensure that it is checked regularly for enquiries. If you don’t check the sites you have registered on, you could find that you missed a message from someone who was looking to do business with you

With the modern options available you can both meet client expectations whilst also minimising the time taken.