Just Do It.
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Management organization ProcessIt’s usually pretty easy to make people happy.
After donating our services to a local fundraiser, the winner called us to see how he could collect. His voicemail sounded dubious, and when we called him back, he was pretty surprised. “I didn’t think I’d get a call back so quickly. I won a session of classes in a silent auction; do you know who I need to talk to to try to collect on it? I’d like my nephew to be able to use it.”
When we replied, “sure, we already have your name as the winner, I’ll send you an email and if you can reply with your nephew’s name [and other relevant info] we can get him started right away.”
He was pretty happy; he actually said he was dreading making the call, since he was sure no one would know what he was talking about, nothing would get done.
If you have a good structure, with clear policies, processes, and roles, and hire and train the right people, it’s easy to respond quickly to a customer. Return calls and emails within 24 hours, know who is responsible for what and let them handle it, follow up when necessary and make changes when needed.
Whether you’re a small or large company, not-for-profit organization, or a volunteer-run firm, you can’t go wrong with basic blocking and tackling methods, the right amount of follow through, and some metrics to make sure you’re hitting your numbers effectively.
By Susan Gallagher, from: http://red-wine-and-chocolate.com/2011/07/25/just-do-it/
