Responsiveness Is Key To Success In A Service Industry
Imagine you are in pain, and you call for help. You will definitely remember the first person who respond to you when you were in pain.
I received many messages from Clients or non-clients daily. Some asking for help, some just want to say hi and to know that I am there, and some making enquiries and request for advices and opinion.
Regardless of who and what the messages are, I would definitely reply within the first few minutes, unless I am driving or sleeping.
My iPhone may be away in my bag, but a glance at my iwatch would let me know who just texted.
If I know the answer to the query, I would just give a simple reply or just one word or one number reply, even when I am in a Meeting. If I don’t know the answer, I would very often say “let me check & revert”, and I really made an effort to find out and reply within next 1 hour.
This has been my habit, even amid my busy schedule.
I am an accountant by training. I really do not know how to do marketing. However, this habit has somehow allowed me to make many friends, and friends became clients, and clients referred other clients.
There was once a client told me – “Kelvin, even the Big 4 Accounting Firms are not as responsive, this was solely the reason why you were engaged”.
Many clients engaged my bookkeeping services, but they treasure my responsiveness to their queries or “pain” more than anything else.
This may be my USP.
Just sharing here. Hope it helps the entrepreneurs on this platform. Not everything is measured in monetary term. Giving out time may in fact bring back more unpredictable returns.
Your view?
If you need help, feel free to contact us at :
(O) +65 63851011
(M) +65 90880669
