Tag Archives: email

  • -
Return calls matter

Why Do Return Calls Matter?

Tags : 

Did you return that telephone call from yesterday? What about the one from two days ago or last week? Do return calls still matter?

My experience in business started before what we know today as the Internet and before most businesses had any kind of voicemail system. Just for the record that was the early to mid 1980s, and we did have electricity and automobiles.

I remember when the office supply stores sold a small gadget that sat on your desk, was about three or four inches tall, and resembled a small spear or nail sticking straight up. The purpose of this gadget was to harpoon your “While You Were Out” message slips.

Much like getting likes on today’s social media channels you achieved clout and power by your display of these clever little four by five inch pink “While You Were Out” messages, and if you were somebody, you got a lot of messages.

return customer calls

During this era, many businesses had a culture that insisted on returning all calls within twenty-four hours. Today, many businesses don’t even have a guideline, a recommended practice, or a company policy for returning telephone calls.

Returning telephone calls applied to customers, vendors, intercompany calls, and let’s not forget about when the boss called!

Yes, you returned the call from someone trying to sell you something; yes, you returned the call that you didn’t know who the person was or what he or she wanted; and, yes, you always returned customer calls. You returned nearly all of them, even the interoffice calls and those coming from your boss.

Doesn’t this matter to anyone anymore?

Return Calls Matter

Yes, it should, and yes, it does. While this is somewhat of a personal pet peeve, I hear it from many of my clients too. This is a customer experience story, a reputation statement, and part of your brand.

Granted, a lot has changed, and progress is very important, but never underestimate the power of how you make someone feel.

Many people claim that our world lacks respect and social skills and often fails to honor or uphold commitments. Is any of this a reputation or brand that you want personally or for your business? Can you afford to be without a cultural guideline for returning telephone calls or email messages?

For most, the answers are simple: no and no.

telephone calls returned

Most people don’t like to be spammed, most don’t like to get a pushy unsolicited sales call from someone they don’t know, and yes, most want to be as efficient and productive as possible. I can’t name a single business that would openly suggest that it is not concerned about its reputation, its brand, and the customer experience.

Telephone calls or e-mail messages aren’t your worst enemy.

Not having any is.


custserv book

Buy Now On Amazon


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 five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


  • 2

Are You Suffering From Information Overload?

Tags : 

Many people insist we are now a society which operates on information overload, too much information and too little time.

information overload appreciative strategies

Some might argue that writers, bloggers, and social media fanatics add to the problem of overload. Many of the top social media platforms such as Twitter, Facebook, and LinkedIn rely heavily on carefully constructed sharing methodologies as well as specific algorithms for feeding information to friends, followers, or connections. Much of this might be an attempt to minimize redundancy and maximize interest, and some of it is to please shareholders through advertising, post boosts, and other pay-for-display promotions.

Do you feel overloaded?

Information Overload

Today knowing the answer to nearly any question is perhaps just a cell phone away. While there are many aspects related to how each individual person might manage their own information a few of the most common points of consideration include what we read, what we watch or listen to, and how we store what we want to remember. Some might suggest that there isn’t as much need for memory. Today you only need to know how to search for it and retrieve it quickly. Perhaps the development team for the IBM Watson would agree.

The Right Information

Many of us want to be sure we find the right information. We jump on “the internet” and choose a search engine (Google, Yahoo, Bing, etc.) and away we go. Suddenly we have millions of possible results based on our simple search words. How do we know what information to use or believe? Since I’m assuming you are not researching for an academic paper, or a master or doctoral thesis, you might be able to utilize just a few simple tips to help you narrow your search.

  1. State your problem. You must know and understand exactly what problem you are seeking additional information about.
  2. State your goal. Finding a picture and some information about a strange bug you saw on the sidewalk is different from building research data for a marketing strategy. Have a clear goal.
  3. Watch for push. So many people are pushing information at you, often trying to entice you for more. Balance all of the push information with pull information. Pull information is what you find and pull towards you. Push is someone else shoving it your way.
  4. Get specific. This one is simple, the more you refine your search parameters the less information you’ll retrieve. Filter what you want to see, read, watch, listen to, and otherwise take in.
  5. Verify sources. Academically this is absolutely critical, but again if you aren’t writing an academic paper or a book based on research you can relax your standards somewhat, regardless look for knowledgeable and trusted resources.
  6. Limit choices. Today, without a doubt you find more than what you can digest. Balance is the key to obtaining more information but not becoming overwhelmed by too much.

We can add many other things to this list such as not believing everything that you read or conspiracy theories that insist others are attempting to alter your state of mind. The list is certainly long, some of it might be true, some of it might be made up, but the key is not to get overwhelmed.

One last thing to consider for improving the use of your time and for minimizing information overload, if you are sharing information with others use links and share buttons, instead of recreating or cutting and pasting information, and in your office consider the effect of courtesy copy or blind courtesy copy on email communication. It seems that nearly everyone wants information, but not to be overloaded.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and coach that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is the author of the newly released book, Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

Search This Website

Subscribe to Blog via Email

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

Blog (Filter) Categories

Follow me on Twitter

Assessment Services and Tools

Strategic, Competency, or Needs Assessments, DiSC Assessments, 360 Feedback, and more. Learn more