Our next area of focus in our 100SPARKS project is Respond. Our sparks now will be mainly about responding to the needs of our customers. Whether they call, email, stop in, or write, our customers expect an organized, timely, and accurate response.

While this may seem like a step back into a reactionary mindset, it actually marks a better understanding of the proactive model of service:

Shift
Engage
Respond
Validate
Elevate

Too often customers are left at mercy of workers’ schedules, and find themselves waiting for a sub-par reaction from a disengaged and unenthusiastic person.

The key to Responding is taking the initiative, and holding ourselves accountable for a fast, quality, accurate response to customer needs.
Companies that are committed to Responding are often greeted with “Wow! You got back to me so fast!” or “I can’t believe how easy it was to get hold of you.”

Respond means more than just replying quickly; it’s a commitment to quality as well. While immediately answering a customer question with “I understand, I’ll make sure it’s taken care of” lets the customer know they’re important, taking ten minutes to listen to and understand the customer is more valuable. The quality of a response is just as important as the speed it is given.

The third and most important ingredient in exceptional Response is accuracy. Giving a quick reply that addresses the need puts you ahead of most organizations. A fast, quality response that addresses specific needs is that much better.

The third step in 100SPARKS will improve our service even more. When our company is committed to Responding faster, better, and more accurately, our customers will notice.