I have a policy in my company to always get back to any customer or general inquiries within 24 hours, whether it be email or by phone. The only exception to this policy is if someone dies. But seriously, it always amazes me when a customer sends an email to a company and it takes days for them to get a response back. Think about that for a minute. That company is telling that potential paying customer that they are not that important and they will get to their email when they have time. I get constant feedback from clients and new customers telling me how much they appreciate the speed in which I respond to them or get the answers for them. For me, speed is not just a part of customer service, it is a big time marketing advantage, which is something every event or meeting company should use. The best part is that it is free. Even if you are really busy and know that you will not be able to answer a customer’s question, you should still email or phone them to let them know that. They will respect you for it and in return you will gain a very loyal customer. Event and meeting companies are notorious for not returning emails and phone calls. Do not let this happen to your company. Make reaching you easy and fast. There is no sense in playing hard to get unless you are so desirable, I mean like a big name celebrity. If that is not you, you better be accessible, after all it could be the difference between you getting the business and another meeting or event company.
Joshua Gair – Impact Entertainment