Turnaround time is a huge differential for many companies.
- How fast can product x go from inventory to shipping, to the client’s house?
- How soon can a contract be executed to close a sale?
- Can clients receive “X” service as a rush service as opposed to the normal process time?
- How fast can people get checked out during peak shopping times?
What about marketing turnaround time? How could marketing turnaround time be a differential for companies?
Contact Us Page – Website
Everyday, clients go to our company website and leave notes asking for information about particular services we perform. The real key here is that questions must be answered in a short period of time. This act of answering client question is critical to insuring clients knowing that they are working with a company that is listening to their needs. How many times have you left a question on a website and not ever received a response back? It is very frustrating.
It is always appropriate to acknowledge emails received from clients and potential clients. Sometimes client expectations are not quite the same as what can be delivered. Here it is important to 1)acknowledge receipt of the email and 2) provide some type of response back. Sometimes you can even buy some time in item (1) with a proper acknowledgement of the information received and when the client can expect to receive an answer.
Always, always get the person’s name and determine what the expectations are regarding the person’s request. From here, if you can answer the client’s question, give them the information they are requestting. If you cannot answer their question, take down their information and tell them you will get back to them at a specific time, (in 15 minutes, before a specific time) Do not tell them you will get back to them today. That is really not specific at all and your message might be telling the client they should seek out another similar company.
Make sure to follow-up with clients within 5 days of the last day of the particular conference or show. Also, consider following up with an email or better yet, a personal letter. It shows that you valued your interaction with that person.
The key is getting back in a reasonable time. This window is getting shorter and shorter. Don’t wait too long or you may have lost this particular lead or client request. All client interactions lead somewhere and are very valuable in establishing relationships and nurturing relationship. Do your part and make sure your client’s are not waiting on you for answers.