"The speed of response also makes a difference. Quickly resolving the problem, especially if it is a minor problem, results in strong loyalty in the future. The moral: Even if you don’t have a comforting response, be quick to acknowledge the customer’s problem." (Chapter 1 of 'Global Brand Power: Leveraging Branding for Long-Term Growth (Wharton Executive Essentials)', by Barbara E. Kahn)
When my customers email me or write to me on WhatsApp, even if I do not have a solution yet, I respond quickly. I do this to show them that things are under control so that they do not start guessing about the status of my work. They deserve to hear back from me fast every time they contact me because I know it frustrates customers not to have an answer quickly, even if the answer is not the desired complete solution yet.
Created: 2019-06-24 07:46:16 Last updated: 2019-06-24 07:46:16