If you want to build credibility with customers, you must respond quickly when they contact you.
I ordered a used book on amazon.com this week. As you may have experienced, it is always a leap of faith when you order from an unknown reseller.
Your mind swims with the possibilities of trouble: Did they get my order? Will I even get my book? Did I just waste my money?
Likewise, people that have never dealt with your business are having similar anxiety and fear about your credibility.
Shortly after I ordered the book, I got an email from the seller that my order had been received. Immediately I was relieved.
The next day I got an email that my book had shipped. This further built my confidence in the seller.
When your customers leave you a voicemail, send you an email, or place an order on your website, they are taking a leap of faith.
These are one-way communications. The customer sends off their message and hopes for the best. From their perspective, their message or order went into a black hole.
When you immediately respond to the customer, you can easily appease their fears. Their doubts are washed away by the fact that, yes, their message didn’t get lost en route.
Building credibility through responsiveness to customer inquiries is especially important when they have never done business with you before. The first time you interact with customers is the perfect time to build credibility with customers.
Think about the messages and communications you are getting from customers. How long does it take you to respond to them?
Now imagine what the customer is thinking during this period of time. Are those the emotions and thoughts you want your customers or prospects to have?
Build instant credibility and trust with your customers by responding right away when they contact you.