Speed Stuns!

Discover the crucial role of speed in customer service and business success. Learn from a real-life example.
Speed Stuns! 2240px x 1260px
Speed Stuns! 2240px x 1260px

Speed Stuns!

Discover the crucial role of speed in customer service and business success. Learn from a real-life example.

Speed stuns. Speed is key. I know it’s a fairly obvious thing to say that you need to deal with inquiries quickly, but it is surprising to see how many businesses fail at this very basic concept.

Recently, I got back from a family holiday. By the time we got to our home sweet home, we were all a bit fed up and just wanted to relax, but unfortunately, our boiler was broken, and we didn’t have any hot water. I picked up the phone, called the plumbing company, and got a message: “Hello, we are not available now.” After an hour, I still hadn’t received a callback, so I decided to look for another company. I went onto a Facebook group, found a recommendation, called that company, and I was blown away. They answered the phone within the first few rings, were able to send somebody over to my house within half an hour, and within 45 minutes, we had hot water. Everything was brilliant.

There are some very important lessons in this little experience. Number one: the first company has now lost a customer for life. I will now give my business to the second company. I had a great experience; they were responsive, and I just feel like they will look after me. There will be loads of experiences like this that your customers go through, and indeed, that you’ve gone through.

The second thing that’s really important is that so many companies spend tons of money trying to find new business. If these companies aren’t responsive, they’re burning marketing money and opportunities. So, think about your business. How responsive are you? How quick are you at dealing with incoming inquiries? If you aren’t dealing with these situations super quickly, you are giving your customers an opportunity to look elsewhere.

Speed stuns; speed matters. Whiskey. I know it’s a basic thing, but make sure that you’re really stunning your customers with top-notch speed and service.

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