How fast should you respond to your agency’s clients?What’s normal for client response time? It depends… but here’s perspective on how to decide for your situation.
An agency owner asked me: “Do you have a recommended response-time guarantee for our clients? As we get busier, I want to make sure we keep industry best practices in mind.”
Keep in mind that you’ll need to adjust for your strategic goals, clients, and team. And you can use the new policy for new clients immediately, but it may take time to roll it out to existing clients.
Framing Things: Data Points
I don’t recommend guaranteeing response time, other than for agency work related to PR, website uptime, or crisis social media situations.
But you do want to have a policy, try creating one for regular situations and another for “expedite” emergency situations. For instance, my coaching email response-time policy is two business days. But when a client is having an emergency, I often pick up the phone and call them as soon as I’m available. [Read more…]