Don’t delay, act now. A simple customer service rule.

Lot’s of times when I’m dealing with a customer request in DoneDone, there’s two routes to a solution. The first requires the customer to go off and do something, then report back if it doesn’t work. The second route is for the underwhelming service rep, yours truly, to take a bit of extra time and just do what I’d do if route #1 didn’t work.

Don’t put off until tomorrow, what you can do today – Thomas Jefferson

As a rule of thumb, I try to never put the customer out if, a) it’s a trifle effort to solve the issue in a one-email exchange, or b) I’m pretty sure whatever I’m asking the customer to do is a lesser quality solution than what I have on hand. So I pause, and think about it for a few seconds before firing an email back.

This sounds like a no-brainer as I’m writing it, but trying to respond quickly often invites compromise to the table. A quick pause to consider the above before sending that fist go-fish response helps bring that level of satisfaction up just a touch, and every once in a while get’s answered with a big ‘Thanks!’.