Fieldamental #13: Be a Fanatic About Response Time

BE A FANATIC ABOUT RESPONSE TIME.  People expect us to respond to their questions and concerns quickly, whether it’s in person, on the phone, or by e-mail.  This includes simply acknowledging that we received the question and we’re “on it,” as well as keeping those involved continuously updated on the status of outstanding issues.  Rapid response is one of the easiest and best ways to make a great impression.

The world we live in seems to operate at an increasingly faster rate and everyone’s expectations seems to be for everything to get done at a quicker pace.  This is especially true regarding getting information and answers.  Google and cell phones have given people the ability to get answers for virtually everything very quickly.  People expect answers immediately.

Synonyms for the word “fanatic” included zeal, passion, enthusiasm and uncompromising. We need to think in these terms when responding to the questions and concerns of other Team Members, customers, and suppliers.  Make a personal commitment to respond as quickly as practical and keep everyone involved up to speed on progress.

This is extremely important when dealing with problems and challenging situations.  A simple first step is to communicate that you are aware of the issue and will dig into it immediately.  You don’t need to provide the solution at this point, just a simple message letting others know that you working on the issue.  Then make sure to get the information to the appropriate people as promised.

Being fanatic about response time is also a great initial step in delivering legendary service.