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Why Online Response Time is SOOO Important in Creating Trust

In this day in age online response time can be the separator to your competition and closing the deal.  Consumers want a response almost immediately when shopping for products and services online and they have a question.  I feel very strongly about this because as a web developer, I purchase allot online and what helps me greatly make a buying decision is the response time of the company I am buying from.

I decided to take this topic to a group on Facebook and see what there thoughts were.  Take a look below at what was said and feel free to comment and the bottom of this post with your thoughts on the matter.

Deb Webb An immediate response shows interest and dedication to providing value. Comments/questions show interest in what is being offered, if a customer asked a retail clerk something it would be considered rude if that clerk was preoccupied with their cell phone. Same idea.
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Barbara Grassey Online response time as in YOU, PERSONALLY? Or online response time as in a live chat service or other customer service rep?
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Jarrett Gucci Yes both because either is a response.
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Barbara Grassey I have slowed my online response time down to train my clients and prospects. I am not available to them 24/7. BUT… my business is not supposed to be a 24/7//365 business. And while I provide personal service, I am not at their beck and call. But that’s also a planned component of the way I do business. Other businesses (especially things like utility companies) should respond immediately.
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Jarrett Gucci Response time of course is leveled by industry but we are talking online response only. Phone calls are a whole other topic.
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Barbara Grassey That’s good because I avoid phone calls. 🙂 If I get an email after 5 eastern on a Friday, and it’s not an emergency (and it never is), I don’t send a response until Monday morning. My office is closed for the weekend.
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Jarrett Gucci Auto responder Barbara?
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Barbara Grassey Nope. But then, I’m a bitch. I’ve thought about putting up that little autoresponder saying “We’ll respond on such and such” or “We’re closed for the weekend” but most of my clients know me.
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Brenda Ellison I have always shunned auto responders. I don’t like them for myself and I don’t like seeing messages from them. Consider what it takes to build trust and reputation….personal response,one to one connection, referral. It doesn’t always have to be in person or on the phone. It can be emailing, messaging, skyping or posting but direct contact is important.
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Jarrett Gucci I am a fan of auto responders when it makes sense. For example I always turn them on when I am out of the office so if it is a new prospect they can know when to expect a reply.
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Brenda Ellison I think it depends on your business and you are right Jarrett Gucci, for those who have a Monday through Friday business it absolutely makes sense. It strictly depends on your business so I guess I would reword the question. What type of business do you have? How do you respond to consumer/customer/potential client?
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Brenda Ellison If you are a plumber, electrician, hurricane emergency service, law enforcement, pet rescue, doctor, lawyer, medical supply company, web hosting…all these things need immediate response teams. How do you handle it? It is dependent on what you are providing and how important it is. The most important thing is how you respond.
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Brenda Ellison ‎Barbara Grassey is never going to need an online response system unless her customer or she doesn’t do the right job between Monday and Friday…If you were out of power or your website was down what would you expect from the company you were paying? It is relative to the business.
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About author

Jarrett Gucci
Jarrett Gucci 289 posts

Jarrett Gucci is the owner of Dynasty Web Solutions. A full service Internet presence provider specializing in WordPress development for business owners. Jarrett Gucci along with his team of professionals have designed over 400 WordPress websites. Jarrett Gucci believes strongly in creating websites that are unique, functional and generate referrals.

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