Disclaimer: Here’s the deal. I read plenty of blogs, professional development books and listen to audiobooks on the daily. When looking through the advice given through these sources, one thing I see frequently, and disagree with, is pointed out regularly and it goes a little something like this: ‘Only look at your email twice daily’. The following explains why I think responding to emails with a sense of urgency has at least 3 benefits that I can rhyme off the top of my head.
- A sense of urgency shows your customers you think they’re important.
Truth be told, we provide a service that runs 24/7/365. We’re a tech startup and we’re providing a solution that’s new to the sector we serve. All of that said, customers and potential prospects have always been and remain our top priority. It’s part of our culture and everyone who works at StaffStat is fully aware of the importance of providing that ‘sense of urgency’ whenever someone emails, calls in or sends in a query via our website or our social media platforms. We deal with questions and concerns immediately. It’s part of our nature and we hear on a regular basis that our level of customer service is impressive and unparalleled.
- You build a reputation – in a good way.
Not only do people feel important when you respond quickly but they start to associate you with excellent customer service. In other words, it becomes associated with your brand, with your team and with your product. We believe that if you’re paying for our service (or even considering it), you deserve our full attention. That doesn’t only go for the person actually paying for the product (ie. the CEO or the CFO), it goes for absolutely everyone at that organization.
- The good old 1-minute rule.
This one comes courtesy of Gretchen Rubin, author of The Happiness Project. I’ve read her blogs, her books and listen to her podcast on a regular basis. What’s affected my daily productivity (in a great way) is her ‘1-minute rule’ which stipulates: “Do, without delay, any task that can be finished in one minute.”. Simple enough! While I understand that checking your email every 5 minutes and being glued to any screen can seem like a negative and counter-productive, it works for me. So, I openly admit that I check my email regularly and respond quickly to anything that requires minimal time. I set aside the last 10 minutes of every hour to respond to questions that require more time. The following is the opening line of 2 email responses I received this morning which reiterate the power of the 1-minute rule:
Thanks for the quick response as usual.
Hi Melanie, wow – thanks for your prompt response!
In my own experience, responding to emails with a sense of urgency can be an absolute game-changer in plenty of positive ways.
Agree? Disagree? Comment below!