Stay Agile, Stay Ahead: The Power of Responsiveness

by: Lesley Pinder WPICC, Lesley Pinder Wedding & Events

How do you rate yourself or your business when it comes to being responsive to your clients? Are you sensitive to ensuring that you respond or acknowledge their messages or calls in a timely manner? Think of how annoying or frustrating a client may feel if they have made numerous attempts to connect with you to inquire or secure your services, and there is no reply. In an effort to establish clear channels of communication and start on a good footing, we must prioritize communication. This will clearly set the tone for continued business and a strong client relationship.  Clients want to feel as if you appreciate their business.

How do we accomplish this task?

1. Utilizing technology with email notifications and automatic messages that keep your clients informed.  

2. Train your team to be able to communicate effectively, whether it’s a face-to-face encounter, social platforms or emails.  Being respectful and thorough in their delivery and ensuring that client’s needs are met.  Give team members the authority and flexibility to make decisions quickly to eliminate lengthy time periods. 

3. Creating the mindset that prioritizes the client and their needs.  Customer service, and customer satisfaction should be paramount to the overall success of the services being offered.

4. Being responsive eliminates doubt, especially if it’s a new client. Telephone calls or messages should be acknowledged by end of the business day and emails within twenty-four hours.  There are times when due to the nature of the request, a response may require more time, however, and acknowledgement would suffice.

5. Your name is your Brand! This emphasizes your personal identity and reputation which plays an integral role as to how you are perceived in both professional and personal contexts. Being authentic, having a favorable reputation, showing consistency, being visible, and having the ability to connect with your clients. Trust and loyalty are crucial to the success of your business.

By taking this proactive approach, we are able to separate ourselves from our competitors.  Your business will become more agile and responsive ultimately leading to better relationships and outcomes. An acknowledgement within a reasonable time frame will reflect a favorable expectation.