In today’s world, everything is immediate. We have instant messaging, chat, text messaging, smart phone apps to make everything faster (cabs, reservations, purchases), drive thrus, same-day delivery, and many other tools that create the culture of immediate, instant gratification. This also creates a culture of impatience. Think about it, when you’re at home, or even at a coffee shop, and you’re using wifi, and the internet is slow, it feels like forever, waiting more than 3 seconds for a website to load! After 3 seconds of waiting, most people will stop and try another website! Don’t believe me? Look at the picture below, which is from a study by Ramesh Sitaraman, a computer science professor at UMass Amherst. After just 2 seconds, the abandonment rate phenomenally increases!
So what does this mean for you and your business? Everything! When someone emails you looking for a quote for a DJ, photo booth, photography, video, or whatever service you offer, they expect a timely response. What exactly does “timely” mean? It varies, but most couples expect a response within 24 hours. Surprisingly, not everyone responds that quickly. For our business, we try to respond to all emails and inquiries on the same day that we receive them, but when possible, within 2 hours. We’ve found that the faster we respond and begin that communication, the higher the chances are that we’ll get the booking. We’ve heard countless couples tell us “thanks for responding so quickly, a lot of people haven’t even responded to my emails yet!” We’ve booked countless events simply by being the fastest to respond! Of course you have to have a great reputation, as well.
Customer service is huge and the faster, better service you provide, the more your sales will increase. We have countless reviews from clients who mention the response time as one of the things they liked most about their experience with us. Many of our clients have said “they were always quick to respond to my emails or questions I had.” Clearly, this is important for today’s couples and clients who are booking your services! I know you’re busy, you may work a day job, and doing events is your “side hustle,” but do your best to increase your response time to the same day or faster, and watch your sales increase!
Filed Under: Business, PhotoBooths, Sales & Marketing
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