Customer Service Speaker says clear rules to promote better relations

If there is one thing that makes me bat, is courting a prospect, writing and submitting a proposal, and then not be able to get the person on the phone or answer an e-mail in a timely manner.

Yes, I'm being rude, but I suppose they think it is their prerogative, after all they are customers, and we hope it will. But admittedly, this is an inefficient way to build a relationship, and may set the stage for later conflicts.

Once, when I was doing a national training program for an airline, I did my contact decided to accept calls from the road, no matter what he was doing. In turn, I promised that I would never call without need of immediate attention for an urgent matter, something that could affect the outcome or success of our work together.

I just think I called two or three times, but this agreement has worked beautifully. We have built a relationship based on mutual respect and full accessibility.

Why can not we extend this approach to more of our relationships with customers, especially during the first, introductory talks?

For example, we use a recent example. A company called me to provide a training service to its customers many managers, that is right in my ballpark.

I was asked for some information on prices and I responded with it. Almost immediately, my contact has responded with a short note saying that it would be thoughtful in touch as his research progresses sources.

Cool, so far, right?

But how long it was expected to take his quest, and when I have to assume they are no longer in the running, if you do not hear from her?

This is vital information, but can not provide them spontaneously, as sensitive and kind as she is a communicator.

It's my job to negotiate these points before, when I first contacted about the bid on the job.

I have to thank them for their interest, promise them the data they want, and then say:

"We believe that excellence in customer communication does not just happen: it must be planned, mutually agreed, and thanks to the good faith efforts, the first day In this spirit, and to optimize the time and resources of all, you we ask. inform us of the progress of our proposal as often as possible, and clearly tell us as soon as you make such a determination, we selected the source, or that are no longer taken into account. Thank you in advance for your consideration and courtesy, and promise to keep you informed. "

I think that is the point.

Really? ......