#198: Tactical Tuesday: A Golden Opportunity to Build Relationships & Convert Customers

<p><strong>OVERVIEW:</strong></p> <p><span style="font-weight: 400;">Jason A. Duprat, Entrepreneur, Healthcare Practitioner, and Host of the Healthcare Entrepreneur Academy podcast talks about the best practices for responding to customer inquiries and questions. Jason offers communication tips for business owners on how to build rapport with customers.</span></p> <p> </p> <p><strong>EPISODE HIGHLIGHTS:</strong></p> <ul> <li><span style="font-weight: 400;">According to an independent study, the average response time for most businesses is more than 12 hours. </span></li> <li><span style="font-weight: 400;">Almost half of today’s customers expect a response to their inquiries in under 4 hours.</span></li> <li><span style="font-weight: 400;">12% of customers expect a response in 15 minutes or less. </span></li> <li><span style="font-weight: 400;">Time to resolution, the window of time required to solve a problem or answer a question, is a metric business owners can monitor. </span></li> <li><span style="font-weight: 400;">Set up automated replies to acknowledge the person who emailed or texted you - your inquiry was received, we’re working on it and we’ll get back to you.</span></li> <li><span style="font-weight: 400;">Automated chatbots can be programmed to recognize specific questions or keywords. Chatbots are an excellent customer service tool for answering common questions. </span></li> <li><span style="font-weight: 400;">During business hours, hire virtual assistants to respond to inquiries to ensure a prompt response time and to provide more personalized customer support.  </span></li> <li><span style="font-weight: 400;">It’s all about creating a great customer experience and building relationships. </span></li> </ul> <p> </p> <p><strong>3 KEY POINTS:</strong></p> <ol> <li><span style="font-weight: 400;">First response times need to be quick. It’s okay to acknowledge the inquiry instead of providing a full-fledged answer or a resolution.</span></li> <li><span style="font-weight: 400;">Setting up automation ma