Call with no news
Flicking through “You can’t win a fight with a client” by Tom Markert, which is full of simple, easy to apply tips for those on the agency side of the business. I particularly liked:
Tip 21: “Call with no news”
“Often it takes days or weeks to answer a question that a client may pose. Nothing wrong with that, but in the interim between when the question is asked and when the answer is available, it is important to keep the client updated or simply to call and say. “I have not forgotten about your question, and we should have an answer soon.” The fact that you take a couple of minutes to call demonstrates that you care about the client and are dedicated to your job. This is a jesture that will take only a few seconds but will have a lasting impact on your relationship with your client.”
I believe Toms tip is simple, easy to apply and highly effective. Sure, we are all busy and there is a lot of work on, but how long does it really take to pick up the phone and update someone that status. About 30 seconds…
What do you think? Is it important to call with no news? Or if we have nothing to add should we not disturb clients? Can this practice actually be annoying for clients? Especially those who are particularly busy? I’d be interested to hear your thoughts…
