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Reaction Time To Customer Inquiries


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#1 Zharkov

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Posted 14 May 2019 - 07:38 PM

Some companies can react within 24 hours to a customer asking the price of a product, while other companies (often EU located firms) take months to respond.   Possibly the longest time ever are for scientific instrument manufacturers - some NEVER reply to a single inquiry, it takes multiple tries to get their attention.

 

All of which results in loss of customer interest.    If a company takes 6 months to reply to a purchase inquiry, imagine how long it takes for them to honor a guarantee of the product?   Got a problem with their product, good luck with that.

 

The best companies, no matter how large they are, no matter if their sales are billions of dollars every year, will answer an inquiry within 72 hours.    They stay hungry for customers, as they should

 

European companies are often the worst in trying to get their attention.   They act as if they have no sales department when they wait a month, 3 months, 6 months, to reply to an email asking for a quote on a product.   They may as well go out of business completely after such a long delay.

 

American outposts of European companies are usually a little faster than communicating directly with the European manufacturer.   They have to earn their pay the hard way, with sales.   But in Europe, one wonders how those comatose companies stay in business.   Maybe they don't need the money anymore?

 

Want to be above average in sales?   Get a reply out immediately.   Don't wait for approval from the home office, just get in contact now before the customer finds another source for the same product.

 

Business people have to keep their businesses moving along, so when they don't get a prompt reply to a request for a quote, they have to decide whether it is worth waiting or whether to just get the job done with whatever else is available.

 

Russian firms need to keep in mind that in the West, businesses make decisions and move quickly, so getting them the information they need is time-critical.   Speed is everything.   Tomorrow may be too late for making the sale.


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#2 redline

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Posted 15 May 2019 - 02:55 PM

Some companies can react within 24 hours to a customer asking the price of a product, while other companies (often EU located firms) take months to respond.   Possibly the longest time ever are for scientific instrument manufacturers - some NEVER reply to a single inquiry, it takes multiple tries to get their attention.
 
All of which results in loss of customer interest.    If a company takes 6 months to reply to a purchase inquiry, imagine how long it takes for them to honor a guarantee of the product?   Got a problem with their product, good luck with that.
 
The best companies, no matter how large they are, no matter if their sales are billions of dollars every year, will answer an inquiry within 72 hours.    They stay hungry for customers, as they should
 
European companies are often the worst in trying to get their attention.   They act as if they have no sales department when they wait a month, 3 months, 6 months, to reply to an email asking for a quote on a product.   They may as well go out of business completely after such a long delay.
 
American outposts of European companies are usually a little faster than communicating directly with the European manufacturer.   They have to earn their pay the hard way, with sales.   But in Europe, one wonders how those comatose companies stay in business.   Maybe they don't need the money anymore?
 
Want to be above average in sales?   Get a reply out immediately.   Don't wait for approval from the home office, just get in contact now before the customer finds another source for the same product.
 
Business people have to keep their businesses moving along, so when they don't get a prompt reply to a request for a quote, they have to decide whether it is worth waiting or whether to just get the job done with whatever else is available.
 
Russian firms need to keep in mind that in the West, businesses make decisions and move quickly, so getting them the information they need is time-critical.   Speed is everything.   Tomorrow may be too late for making the sale.


If you need eyeglasses in the US zenni optical is the place. they have customer service reps on almost 24 7 you can live chat with, the prices are about 1/5 the ripoff artists in canada and yeah their product is decent. Theh ship to Canada too.
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#3 Zharkov

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Posted 15 May 2019 - 03:16 PM

So far, Chinese companies that are doing well have very fast response to inquiries, often a few hours, but usually within 24 hours they will provide information and a quote.   

 

Chinese companies that are not doing well or are near bankruptcy will often delay for weeks before going out of business.   One would think that it should be the opposite - the hungrier a company is for money, the faster they react to a customer inquiry.   But often the poorly-funded Chinese company will be understaffed and overworked, and just can't do everything at once.   And they eventually fail.

 

Australian and Israeli companies generally seem a bit slower, but almost always within 3 days to a week they've made contact with a new customer inquiry. 

 

British companies have been laughably slow.    Write a letter to a British gun manufacturer about prices, and 6 months later a quote by return mail was delivered.   By that time, it no longer mattered what the price was, the contract had already been given to an American competitor.

 

When a company becomes so mired in bureaucracy that it no longer can quote prices promptly from its sales department, it is doomed to mediocrity and stagnation.  


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