Let’s talk about how we chat with our clients! Our words and actions play a huge role in shaping their experiences and how they see us. So, are we always hitting the mark in being effective and thoughtful communicators?
Picture this: I recently got an autoresponder saying, “In order to better serve you, we ask that you please allow 48 hours for an agent to respond to your request. Thank you.” It’s a nice enough response, but remember, people usually email expecting a quick reply. Using autoresponders all the time can make us seem a bit slow and not super attentive. Maybe a better way is to quickly acknowledge the email and then toss in other ways to get instant help or advice.
And here’s another one: “I will be unable to read e-mails from April 4th until April 27th. Please hold off with any messages until then.” Ouch, right? It almost feels like we’re telling our clients, “Talk to the hand.” A friendlier approach might be to let them know who else can help while we’re out, keeping the service seamless and caring.
It’s not just about selling trips; it’s about providing a service that leaves our clients feeling good. Whether through emails, your latest tweet (what are we calling tweets now anyway?), newsletter blurbs, or just chatting in person, every interaction is a chance to show how reliable and thoughtful your brand is.
Using tech smartly in our communications is key. It’s not just about being active online; it’s about being strategic and making sure everything we do digitally lines up with our commitment to great service. This smart use of technology doesn’t just keep brand values strong; it also makes sure the online chats are hitting home.
In short, every email, every response, every post is telling our story. Let’s make sure it’s a story that highlights our professionalism, our quick responses, and our real care for what clients need and want.