Liz Cable a social media lecturer from Leeds in the UK asked the following question when I tweeted this statement of mine. Is it actual correlation or perceived correlation? (although I’d argue the latter is more important than the former)
My answer to Liz was as follows:
It is an actual correlation to the way you handle clients – the perception is from the clients themselves!
Let me explain this more simply. If you respond slowly or take a day or two to respond to your clients then I will definitely say you don’t give a damn about your clients and if they leave, well you did not deserve them in the first place.
There are types of clients to consider here, the first is the actual client as mentioned in the last paragraph. For him everything is actual and he will tell you that he was not cared for by the seller or supplier. The second are your other real or prospective clients who will be judging the seller or supplier as caring or not according to the way you respond to the actual client.
Perceptions are formed when your intention becomes clear to your clients that you either care or don’t, and this is based on the speed at which you respond to your clients online.
Oh I know there are hundreds of reasons why you can’t respond. Those reasons may even be an honest and legitimate good excuse.
The real question is are you giving the client what he wants or are you doing what is easier for you? Remember your competitor may just be willing to listen and give the client what they are looking for.
I would honestly welcome your comments, especially those that have a completely different opinion on this subject.
Image courtesy of Stuart Miles at FreeDigitalPhotos.net