What differentiates you from your competitors? Is it the quality of your offerings? Service? Responsiveness? Billing accuracy? Think about it. If you’re not sure, your business might be getting lost in the numerous options available.
One of the easiest things to do to differentiate your business is to be responsive. How many times have you called a business, left a message and didn’t hear back from them for several days? Or sent an e-mail and then waited for a response that might come days later or never? What message is being sent when businesses are unresponsive? Do they really care about you as a customer or prospect? It's common sense and common courtesy to be responsive, but unfortunately many businesses don't follow through.
This has been on my mind recently. Last fall I had a problem with some work that was done on our driveway. When I called the company to tell them about the problem, they reassured me that they would stand behind their product and fix it. Since October I’ve called them six times. Each time I’m reassured they will be out as soon as the weather warms up. We’ve had very hot temperatures this past week and still no call or visit from the company….so, I called again. Within the first 20 seconds of the phone call they volunteered that they had “forgotten” about me. They apologized and again reassured me that they would stand behind their product. They’re coming on Saturday. Finally. Hopefully, they won’t “forget”.
Don’t forget about your customers and prospects. Be responsive. Do what it takes to keep them coming back for more products and services. Keep them happy.
Katie Wacek is the President of Sandia Mountain Marketing, a marketing consultancy that provides strategic and tactical marketing expertise to small- and medium -sized companies, professional service firms, and thought leaders throughout the United States. Learn more.
