{"id":31656,"date":"2018-01-10T00:00:00","date_gmt":"2018-01-10T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/when-can-i-expect-your-call\/"},"modified":"2024-01-22T10:29:42","modified_gmt":"2024-01-22T10:29:42","slug":"can-expect-call","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-strategies\/can-expect-call\/","title":{"rendered":"When Can I Expect Your Call?"},"content":{"rendered":"<span style=\"color: #000000; font-family: Calibri;\"><a href=\"https:\/\/hyken.com\/customer-service-strategies\/can-expect-call\/\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-14595 size-full\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/When-Will-You-Return-My-Call.jpg\" alt=\"common-sense customer service tips\" width=\"360\" height=\"432\" \/><\/a><\/span>\r\n\r\nSometimes, the most common-sense customer service tips are the most important.\r\n<p style=\"cursor: text;\">A while back, I was talking to my lawyer about the \u201cclient service\u201d I experienced from him and his firm. It was evident that he was truly interested in my <a href=\"https:\/\/hyken.com\/customer-experience-2\/customer-service-advantage-use-customer-feedback\/\" target=\"_blank\" rel=\"noopener\">feedback<\/a>. My response was simple. \u201cI just have one complaint. I wish you would respond quicker to my phone calls and emails.\u201d \u00a0<!--more--><\/p>\r\n<p style=\"cursor: text;\">Many times, he would take several days to respond \u2013 to both my phone calls and my emails. For what I was paying him, I felt that he should be giving me a better level of service. Well, it turns out that I wasn\u2019t the only one who felt that way. Upon surveying clients of law firms, one of the common complaints is a slow response.<\/p>\r\n<p style=\"cursor: text;\">It wasn\u2019t long after that chat with my lawyer that I was hired to speak at a large law firm\u2019s partner retreat. There were almost 500 lawyers in attendance. The client at the firm who hired me asked me to go over my content for the speech. One of the areas I emphasized was a quick response, specifically to phone calls. He asked me to take that section out. His explanation was that it was too basic and would potentially cause the audience to lose interest over information that was so rudimentary.<\/p>\r\n<p style=\"cursor: text;\">The speaker who spoke just before me happened to be their number-one client, who worked at a company in Washington, D.C. that did millions of dollars each year in business with the firm. He talked about how great the law firm was, and then he opened it up for questions. The first question from one of the attorneys in the audience was, \u201cCan you tell us something that we could do to make your experience better?\u201d<\/p>\r\n<p style=\"cursor: text;\">Without hesitation, the client said, \u201cReturn my phone calls faster.\u201d<\/p>\r\n<p style=\"cursor: text;\">I glanced over at my client and he had a petrified look on his face. He looked at me and whispered, \u201cMaybe you should put the part about a quick response to phone calls and emails back into the speech.\u201d I smiled and gave him the \u201cthumbs up.&#8221;<\/p>\r\n<p style=\"cursor: text;\">Here was a law firm that charged hundreds of dollars per hour for their work. Their clients were willing to pay this, adding up to millions of dollars per year. And, the first thought that came to mind when asked how to improve the experience was basic common-sense: just <a href=\"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/\" target=\"_blank\" rel=\"noopener\">return calls quicker<\/a>.<\/p>\r\n<p style=\"cursor: text;\">I can\u2019t emphasize this simple concept enough. Customers want to know that you are focused on them. Taking three days to call someone back shows a lack of focus, if not a lack of concern, for the customer \u2013 whether it\u2019s true or not.<\/p>\r\n<p style=\"cursor: text;\">So, there\u2019s nothing fancy to teach for today\u2019s customer service lesson. Nothing technical or difficult. Nothing that really takes practice or role-playing. It\u2019s just a simple common-sense tactic that shows you are paying attention to your customer, and that\u2019s just to call them back in a reasonable timeframe. Not three days. Not two days. But ideally, the same day. Maybe even within a few hours, if you\u2019re available.<\/p>\r\n<em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em>\r\n\r\n<em>(Copyright \u00a9 MMXVIII, Shep Hyken)<\/em>","protected":false},"excerpt":{"rendered":"<p>Sometimes, the most common-sense customer service tips are the most important. A while back, I was talking to my lawyer about the \u201cclient service\u201d I experienced from him and his firm. It was evident that he was truly interested in my feedback. My response was simple. \u201cI just have one complaint. I wish you would [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38724,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6800,6807],"tags":[4793,4895,4934],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>When Can I Expect Your Call? - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"In this article I discuss how sometimes, the most common-sense customer service tips are the most important.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/customer-service-strategies\/can-expect-call\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"When Can I Expect Your Call? - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"In this article I discuss how sometimes, the most common-sense customer service tips are the most important.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/customer-service-strategies\/can-expect-call\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2018-01-10T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-01-22T10:29:42+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/When-Will-You-Return-My-Call.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"360\" \/>\n\t<meta property=\"og:image:height\" content=\"432\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/can-expect-call\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/can-expect-call\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"When Can I Expect Your Call?\",\"datePublished\":\"2018-01-10T00:00:00+00:00\",\"dateModified\":\"2024-01-22T10:29:42+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/can-expect-call\/\"},\"wordCount\":581,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/can-expect-call\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/When-Will-You-Return-My-Call.jpg\",\"keywords\":[\"customer service lesson\",\"common sense strategies\",\"client experience\"],\"articleSection\":[\"Customer Service Strategies\",\"App\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/can-expect-call\/\",\"url\":\"https:\/\/hyken.com\/customer-service-strategies\/can-expect-call\/\",\"name\":\"When Can I Expect Your Call? 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