As part of our work measuring agency client satisfaction we often unearth the seemingly ‘small stuff’ that matters to clients and can infact become the irritation that prompts a client to take their business elsewhere. I address one such niggle in the following six-point guide:
Dealing with a staff member who is persistently tardy in responding to client emails can be a delicate situation, especially if the person is otherwise good in many areas. Here are some steps you can take to address the situation:
- Clarify Expectations: First and foremost, ensure that your expectations for responding to client emails are clearly communicated. Explain why it is important to respond promptly to clients and the impact that delayed responses can have on the business.
- Set a Deadline: Set a reasonable deadline for responding to client emails, such as within 24 hours. Make sure this deadline is clearly communicated to the staff member, and that they understand the consequences of failing to meet it.
- Monitor Performance: Monitor the staff member’s performance closely over a period of time to see if they are improving. Keep track of how many emails they are responding to promptly, and how many are being delayed. Work with them, to be honest about what is lurking, perhaps unread, in an unmanaged inbox!
- Offer Support: If the staff member is struggling to meet the deadline, offer them support and resources to help them improve. This could include time management training, email management tools, or mentoring from a more experienced colleague.
- Address the Issue: If the staff member continues to be tardy in responding to client emails, it may be necessary to address the issue directly. Schedule a private meeting with the staff member and explain the impact that their behaviour is having on the business. Provide specific examples of delayed responses and explain how it affects the client’s perception of the business.
- Follow Through: If the staff member continues to be tardy in responding to client emails despite your efforts to address the issue, you may need to take disciplinary action. This could include a verbal warning, a written warning, or ultimately, termination of employment if the behaviour does not improve.
Remember to approach the situation with empathy and respect for the staff member, while also being firm and clear about your expectations. It is the small stuff that can drive a client away and so stay alert to what might be bothering your client base.