[thelist] responding to your visitors

isaac isaac at members.evolt.org
Mon Mar 4 03:30:02 CST 2002


Hi,

> I always tell new clients they should definitely be under five
> working days
> (a work week), and personally I try to adhere to two working days myself.
> Of course important questions should be handled ASAP, but I'm more
> referring to general feedback...

With general feedback, I think 2 days is reasonable. For something like a
product enquiry, companies should aim to reply during that business day.
Often I will have bought from a competitor by the time someone replies.

For small businesses, I think it would be very good practise if they were to
provide a general guide as to the frequency with which they check their
email accounts. For example, if I read online that a restaurant checks at
11am and 5pm, I know that I can ask about the dinner special during the day,
and receive a reply by 5:30, leaving enough time to plan the evening.

> And relatedly, how many of you still get absolutely no response
> from sites, even (relatively) well-known companies?

It happens more often than it should...


isaac

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