How Quickly Should The Club Commitee Answer Queries?
Photo by Angela Lansbury. Copyright. (You may copy for toastmasters and non-profitable organizations but please give me credit.)
I looked at a facebook page on business excellence and wrote about speec of response.
This is a great group. I think the first thing a good business offers is a quality product or service. However, close behind that comes quick response and adapting to the customer. For example, if the customer is flying out or works long hours, you can offer to arrange a delivery at a time to suit the customer as an exception to the rule. But this requires having somebody to answer the request.
If you look on Facebook and other places you may see the announcement 'usually replies within the hour'. This might require a lot of staff. However, in many situations, it just requires one person to have a resolve and a system.
I told a member of Toastmasters who was autistic, depressed and suicidal, that when they didn't answer for hours and days, everybody worried in case they had fallen ill, died, or committed suicide, and wondered whether to call the emergency services for a welfare check.
Noted
I saw that somebody else replied to my messages with one word, 'noted'. I thought that was a bit brusque.
Others replied with, 'Thanks, guys, that's really helpful.' But all the long messages and thank yous clogged up my Whatsapp.
I wasted time deleting all the thanks and thumbs up signs. So I got to thinking that a simple smiley in acknowledgement saves the sender's time and the receivers space and acts as an acknowledgment.
A smiley is not always suitable. For example, when told the date of a funeral, or that somebody cannot attend a meeting.
However, I got the idea of telling my autistic members and committee members that all they had to do was reply with the word 'noted'.
Double Arrows Meaning Delivered
(I also discovered and pointed out that the two small arrows mean that the message has a) been delivered and b) been read.) The first arrow means the message has left your outbox. So if you are wondering, did I send it, the answer is yees if you see the arrow. But if the internet is down or their phone is off, have they received it? The second arrow shows the message arrived.
But did they open it and read it? Maybe they are in a meeting and can't be seen typing away or they are about to be called to speak. The change in colour at least tells you they have read it and will reply when they get a moment, usually with an apology.
Responsive and Responsible
This willingness and responsiveness of theirs can make the difference between my not giving or giving a testimonial to these associates when they ask me for a testimonial for their website, LinkedIn profile, or for their job application or university course application.
Oops - I must stop writing this post and check my whatsapp for questions requiring answers.
About the Author
Angela Lansbury is teacher of English. (Advanced English and English as a Second Language or English as a Foreign Language, French and other languages, an aspiring polyglot.)
Comments
Post a Comment