The Internet has revolutionized the computer and communications world like nothing before. This worldwide broadcasting system can disseminate information without regard to geographic locations at the speed of a “click,” and therein lies a BIG PROBLEM.
The speed of a “click” has now conditioned us to how fast we expect things. If you want a book, you just download it (CLICK). If you want a movie, you just download it (CLICK). If you want a song, you just download it (CLICK). If you want information about something, you just go to Google, type in the info you need and CLICK. We are all being conditioned to getting INSTANT service and information. That being said, it should be no surprise to you that your customers are becoming more and more demanding at getting whatever they want…NOW!
Right now, there are some of you who have already received a few text messages while you are reading my article, and people are expecting an instant response. There is no turning back or slowing down when it comes to technology; there is only speeding up and moving forward. Therefore, the companies that will succeed are doing everything they can to please their customers in a manner their customers expect…which happens to be…NOW!
I would, therefore, recommend a simple slogan, mantra or motto for all employees of your company to live by…”Solve It by Sundown”…because if you don’t, you have just opened the door for your competitor to do so.
I used to work with an IT company that sent out my weekly articles; whenever I had a problem and asked for help, their standard response was “we’ll get back to you with a resolution in 72 hours.” The third time that happened I changed companies. My new IT company had me up and running in one hour and I have been working with them for years.
Anytime you push off a customer to fix something tomorrow (or in 72 hours), you are giving them the opportunity and incentive to go find someone who would be willing to fix the problem today. Your customer is thinking, “If they can fix it tomorrow, then why can’t they fix it today?” Sometimes you don’t have the part(s) or person available to fix it today and you tell the customer that. Well, my question to you is this: Does your competitor? Remember the Internet: a few typing strokes and clicks on a computer, and I will have a list of your competitors available to ask that question, and if they can fix it, YOU ARE GONE, FINISHED, TOAST.
The brilliant man Benjamin Franklin once said, “Don’t put off until tomorrow what you can do today.” I don’t believe Mr. Franklin ever envisioned the Internet, but he sure understood how to be successful. If you want to set your company apart from your competition, then I would do everything I could to establish a culture that understands…
WHEN AT ALL POSSIBLE – SOLVE IT BY SUNDOWN.