Have you thought about how often you hear, “He/she never got back to me.” Responding shows you care. Is it respectful professional etiquette?
In a fast paced world of highly competitive markets where costs (prices) are constantly being driven down or minimized the difference for any organization becomes more about service. Often we label this, customer service. Do people get it?
It’s not uncommon for me to talk with my clients about the challenges they face.
Typically somewhere along that path I’ll ask them about customer service. Their mindset often connects customer service with the sales team, post sales team, or a low-budget call center.
Here is a news flash. In an economy where price often wins for products that are available everywhere, your entire organization or business is (or should be) built around service. This means that every person who is a touch point for any kind of service, internal or external, needs to be responsive.
Your organization is building a reputation and a brand, or else you’re tearing one down.
What people say, think, share, type, and click with others will condition future interest to buy products, services, or give positive recommendations. People suggest that they get it, but what are their behaviors and habits?
Do the people who make up your team or organization respond appropriately?
Here are a few basics:
- What are your communication guidelines? Does every person return all calls and email (internal or external) within 24 hours? If you have respectful guidelines are they published to the team? What are your cultural behaviors and habits? What does the boss do?
- Use silence strategies sparingly. Business-to-business with clients and vendors might sometimes feel like dating but purposely delaying a response because you want to seem busy is not a healthy foundation for business relationships.
- Error on the side of giving a response. Much of our communication today involves email. If someone sends you a quick note and you read it but need more time, say so. If your response is going to be delayed, say so. Sometimes just indicating you’re in receipt of their communication is helpful.
Shows You Care
Chances are good if you are being paid to just show up, or to work your tail off, professional etiquette will have a direct impact on your image and the organization that provides your pay check.
Customer service is not a department, it is a culture.
Responding shows you care. Be the example. Lead.
The most responsive team wins.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.