The ultimate goal to improving client satisfaction is to minimize response time and increase revenue opportunity. This means four (4) things must take place.
1. Put response systems in place to ensure you are responding to client requests in a timely manner. Be sure to consider a response system for phone, email, and U.S. mail requests, as well as complaints.
2. Create a Response Time Policy (RTP) for your business and make staff and clients aware of it. It should include response times specific for each category. For example, for client requests received via the phone, response time may be 24 hours, 2 hours for email requests, 10 business days for U.S. mail requests, and 48-72 hours for complaints. Be sure this information is readily available to those needing it. Keep in mind that response times can vary greatly depending on the product or service being provided.
3. Put a system in place for monitoring and tracking response time to client requests. By monitoring and tracking response time, you can determine if response systems are working properly.
4. Anticipate and avert problems. Simply put, be proactive and try to keep all unnecessary issues/problems from reaching your client. It’s the same analogy we use with kids – out of sight…out of mind.
Poor response time equals loss of revenue. By minimizing your response time, not only will you improve client satisfaction but also your bottom line.
About the Author:
Katrina Chesney is Founder & President of Portable Hands , a Virtual Assistance firm that provides leverage for small businesses.