We are continuing our series on creating an elevated hospitality environment. One of the most important things businesses can do to elevate the experience for people is to have good communication. It seems like it should be a given, but we get calls all the time from people looking for a caterer that tell us they tried to call other companies and never got a call back. You don’t want to miss the business opportunity just because you didn’t respond.
With phone calls, there are a few things you can do that will help people feel valued and heard without taking time away from other important things in your life. Obviously, you need to call them back. If you get a voicemail or phone call that you can’t respond to that day, shoot a text to the client and let them know you will get back to them the next morning. If you have someone on your team that can handle it, have them call back the same day. The best rule of thumb is to respond within 24 hours. If you wait too long, they may call someone else and you will lose the business opportunity!
I have recently made a change in how I handle emails and it has helped me tremendously. Instead of getting sucked into email all day long, I check my email twice a day. Take some time in the morning to check email and respond as needed. Our team will check email again right before the end of the workday. I would suggest you check it around 4 to 4:30 in the afternoon. If you can take care of it that day, do so. If it is going to require a long response or it is something that comes in really late in the day, you can wait until the next morning to respond.
The main thing to remember is that it is courteous and respectful to respond when someone reaches out to you in an email or with a phone call. Any way you can add value to someone you are building a reputation and people will be thankful. The more people share with others how you treat them with respect, the more they are going to bring in more business. For more on how you can create an elevated hospitality environment go here to read my other posts in this series.
I would love to answer any questions you may have.
You can email me at firstname.lastname@example.org or send us a message through a contact form.