24 hours. That is the length of a day. It’s also the time-frame in which people expect a response.
Whether it is:
- a phone call
- an email
- a text
- a direct message on social media
- comments on social media
most people expect a response within a day. Slower responses equate with poor customer service in consumers’ minds.
A recent study by Clutch that surveyed U.S. adults found that 83% of the respondents said that if they interact with a brand on social media, they expect a response within a day. Over one-third actually expect a response sooner—38% expect a response within an hour.
Not surprisingly, younger consumers are more likely than older consumers to expect brands to respond quickly. Some 90% of consumers ages 18 to 29 expect brands to respond to their comments on social media within a day or less.
Responsiveness can mean the difference between acquiring and losing a customer.
The phrase “Strike while the iron’s hot” can be applied to inquiries you receive. Whether you are contacted by a potential reader, a journalist, a media host, a reviewer, an influencer, or an event planner, the timeliness of your response will have a direct impact on your sales and exposure.
Recently, I was contacted by a gentleman who produces a magazine for readers that features Christian books. He was looking to open a dialog about how to feature more Indie published books in his magazine.
I sent a timely response. Then I waited. I did not hear back from this gentleman for a couple of weeks. In his follow-up email, he told me that publishing the magazine was his side business, which is why he had not gotten back to me sooner.
I responded to his second email in a timely fashion. That was about a month ago. I still have not heard back from him.
Due to the lengthy time-frame in which this gentleman communicates, I have become reluctant to pursue further discussion with him. His lack of timely response makes me question whether he will follow through on any agreement that we come to. It also makes me question whether he will have success with his venture moving forward.
Writing, publishing, and marketing books is a side-venture or “second” job for most Indie authors. Don’t treat it as such. Give the same timely attention to inquiries as you would if it was your primary job. Otherwise, you will lose out.
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