Michael Stone has an interesting website, and on one of the pages he lists his “ten commandments” for contractors.
Here is #1.
You shall return all phone calls the same day.
This means that you return all phone calls the same day or by 9:00 AM the next morning at the latest. You return the call regardless of who it is from, and you don’t make assumptions about what the call may be about. Most importantly, you don’t make excuses about how busy you are. You return ALL phone calls.
How about that? If you are a GC, do you do this?
If you are not a GC but instead are a specialty subcontractor, do you do this?
Replies
you gotta..
makes a huge difference..
Of course, an exception would be the telemarketers, who would like you to think that your time is much less valuable than theirs. 'I have a very important call for... please hold while we locate an agent...' If the call was *that* important, a live person would have initiated the call... While most of these calls are directed to residential phone numbers, some slip through to businesses.
Bob
All calls to my buisiness # ( cell phone ) , I either answer or return as soon as I have cell service- between 7 am & 5 pm.
After hours the cell stays in the truck, any messages are replied to in the AM.
I also get buisiness calls on my home line, if it isn't an emergency, I won't return those. They can call the buisiness line, during working hours, like anyone else.
I return them within 24 hrs.
I've heard that "same day" line before ... that would have me interrupting lotsa nice peoples dinners and relaxing time at home. 24 hrs is fine by my rules.
I have had people tell me ... Oh, wish U woulda called back earlier ... we already called XYZ and they'll be here tomorrow ...
I can never be there "tomorrow" ... so they're not my kinda customers.
Jeff
Buck Construction
Artistry In Carpentry
Pittsburgh Pa
Phone calls AND emails. I can't tell you how many emails I send that go totally unanswered. Depressing kind of.
Gene-
It's a pet peeve of mine that so many people in so many professions do not return calls in a timely manner.
I've called a lot of subs that I won't use just because they won't return a call. As a business man, same thing. Don't return my call, you are out of luck. I personally do try to call within 24 hours on about 98% of the calls. The other 2% are people that I don't want to talk to anyway.
Don K.
EJG Homes Renovations - New Construction - Rentals
I'm not so sure it even matters what trade you are in. My rule of thumb is a phone call within 24 hours, even if it is just to say "I received your message and am looking into things", is good business practice, with timely follow up. If, as a consumer, I am looking for help, knowing someone is paying attention is paramount to good service.
I'd say, my rule of thumb is if the call is before noon, I call back that day. If it is afternoon, by noon the next day is acceptable. This is good practice if you are a doctor, or a contractor. The bottom line is the consumer needs to know you are on it. Even if there is no answer, a call indicating it is being checked shows you are paying attention. That counts for a lot.
I do know some expect instant resolution which is not possible in most cases. However, being heard and taken seriously goes a long way, despite instant resolutation. In this case, I'd contact the GC first and let them field the question, but remember, your reputation is in the mix. You could call quickly and say the GC should be contacting them shortly. Good luck to you.