Respond to every customer every time.
And here are some additional thoughts on this topic…
Often companies make it easy and convenient for customers to send messages to them. A contact form, a voice mail or even a comment card can do this very well. But it doesn’t mean communication has happened. It does not mean you’ve connected. One way communication does not serve customers. Nor will it build customer loyalty.
Every customer who attempts to communicate with you should get a response (no matter what the situation). If they’ve taken the time to try to connect with you, show your appreciation by responding. Even if you can’t do what they ask or you don’t have the answer they want to hear, you still need to respond. When you fail to respond you’re telling them you don’t care. You’re making them invisible. And that will drive them away, guaranteed.
For the next week, keep track of every time a customer reaches out to you. Make a note of how and when you responded. If you neglect to respond to someone, ask yourself why. What got in the way? If you you were the customer, how would you feel if you your inquiry was ignored?