Find out what happens to customers when you’re busy

TaskmasterThis article first appeared on July 25, 2011.

 

It’s time to go undercover for a little investigation into your customer service systems and processes. The question: What happens to customers when your business is running flat out?

 

As a leader, it’s easy to see what happens inside your business when things are running at full steam – the team will invariably focus on delivering on existing deals and customers, which can mean there is little time for new ones.

 

Heck, I remember one time when I made a web inquiry with a business only to have them tell me they would get back to me within 28 days!

 

With this in mind, wait until a really busy period and spend a few minutes conducting some simple tests:

  • Send an email with a customer inquiry to your standard “contact us” address. See how long it takes to get a response.
  • Send an inquiry through your website’s “contact us” form. See how long it takes to get a response.
  • Leave a phone message for your sales team. See how long it takes them to return your call.

Now, you’ll need to judge what you think if a good, bad or indifferent response time. But the results will be instructive about how your team copes during periods of high demand.

 

Get it done – today!

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