If you have ever had a problem with your home, such as a broken water pipe or an air conditioning unit that stops working on a hot summer day, then you know the value of being able to contact a professional as quickly as possible. In today’s digital environment of instant messaging and contact, home service companies need to be available for all incoming calls and respond quickly to those they may have missed, within minutes. Learn why the phrase “We’ll call you back” can cost you some customers and what you can do to improve your response speed.

Why Customers Expect Immediate Connections?

The digital world in which we live has enabled us to become accustomed to immediate connection. We can instantly shop online at our favorite retailer, watch our favorite TV show anytime and anywhere, and contact people quickly and easily. As a home service company leader, you need to tap into the minds of your customers by responding immediately. If you fail to do so, then potential customers may think that you simply do not want their business, that you do not have time for them, or that your services will be as slow as your response time if they choose to hire you. Of course, none of those ideas are probably true, but it is up to you to prove otherwise in order to acquire a promising lead.

What are Some Tips You Can Use for Faster Response Times?

First impressions have a powerful impact on people everywhere; therefore, you want to make a great first impression as a successful home service provider. The speed at which you respond to an inquiry is most often more important to the potential customer than the detailed information. Contact each inquiry immediately. Let the customer know you have received their information, appreciate their inquiry, and that you will get back with them very shortly. Speed is valuable and essential for acquiring new leads. 

Your contact should be directed to the customer through an email, text, or phone call. If you do not have the staff or the individual time, you can use an automated service to make the first point of contact, with the full intention of a person following up shortly. Do everything you can to follow up quickly so the customer does not give up and begin looking elsewhere for help. Additionally, it is important to track your response speed so you know exactly how long your customers are waiting for a response, and you have visible information regarding your follow-up schedule. Once you understand your response speed and follow-up times, you can set realistic goals and make adjustments as needed.

Bottom Line

While there is no doubt that response speed is invaluable, remember it is up to you and your team to follow up with customers, answer all questions, and provide excellent, reliable services. Response speed is just one of many factors that make a good company thrive, but it is an important feature that you can easily address to attract and retain new customers. Quick responses help build trust and enthusiasm in a company. As a customer in need of a particular service, it is attractive to feel wanted and respected by the team that responds quickly and wants to help you with your service. 

Frequently Asked Questions (FAQs)

When a new customer contacts me, how quickly do I need to respond?
You should respond to an initial inquiry as soon as you can; hopefully within minutes after the customer has tried to reach you. You may not have all the answers they need immediately, or you may not have time to provide an estimate or schedule a service, but you should acknowledge their contact and let them know you have their information and will be back in contact very soon. 

What should I do if I’m unable to answer the phone immediately?
Develop a plan that enables you to respond immediately to each inquiry. You may need to hire additional staff, utilize automated text or email notifications, or use an answering service. Companies that respond immediately are more likely to acquire more customers and build trust in their business. 

What is the simplest way to improve my response speed?
In order to improve your response speed, you must first measure your current response time so you know what your parameters are. Once you have those numbers, engage in instant text or email messaging following a customer inquiry, and always aim to contact each new lead within 5-15 minutes.