Time is of the essence when you run a business, isn't it? I always feel a great sense of satisfaction when I work through my "to-do list" and make those all important calls to various suppliers and customers alike. In my mind it's a job done, if I am able to leave a message on a mobile answer phone or with a colleague, as that person will then call me back when they get the message, won't they? Or will they?...
Many times these days, I recognise that my"to-do list" is full of follow up calls to various people with whom I left a message several days or maybe even weeks ago - who haven't yet returned my call. I ask myself, on occasion, why this is. Is it because people are rude? Is it because they don't get the messages? Is it because they are disorganised? Or is it because people simply do not have enough hours in the day anymore?.... Whatever the reason it multiplies my "to-do list" five-fold and creates far more work for me to keep on top of things within the business.
In truth, I have also started to use the "call-back factor" as a key indicator of supplier performance. For example, if I am looking to place an order with a brand new supplier and they don't return my calls, I use this an indicator for the future, when perhaps they may / may not deliver the product?
Turning this thought on it's head, as companies offering either a product or service, we should think about what effect this "call-back factor" (or lack of it) has on our business. For this reason - I always return people's calls, you never know who they are, what they might need, until you speak to them. Even perceived nuisance calls can be turned into a plus if handled correctly, in some instances.
So, next time you get a pile of messages, sit down and take some time to call people back - it may be in your best interests!
Carol Saunders, Director
Rubicon Developments Ltd
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