Have you ever had that friend that only hits you when they need something? It's usually out of the blue, and after they've got what they come for, they're gone like the wind. You don't want to be to your customers how your friend was to you. That's why a timely response that is not only appropriate but personalized. A little respect can go far, and responding quickly will not only make them feel valued but also appreciate. This will a long way to building and retaining customer loyalty.

After the First Contact

While you can use automated processes in your communication, your customers still need some form of human contact. This is especially true right after the first contact. Send them a welcome email right away. A timely response is critical, so they don't feel forgotten or, worse, ignored. Add value to the message you convey.

Things to Consider:

  • According to Toister Solutions, within the first four hours of response time, you'll pick up 14% of customers. That's only 70% of the total customers.
  • If you had a one-hour response time, this would meet any expectations to 89% of all your customers. For world-class response time, shoot for 15 minutes or sooner.


When They Buy

After a customer buys something, whether it's a product or a service, send them a message and ensure they are happy with their order. Reinforce the value it has as this can help fend off the dreaded buyer's remorse. Plus, it may open doors for any questions they have that you can quickly answer.

Tips to Stand Out

  • Did you know that only 7% of customers like a thank you in their email box? According to Copper Chronicles, personalizing an email's subject line has an open rate increase of 50%.
  • Indicate how important it is that you look forward to continuing to work with them. Build that relationship by enforcing your appreciation.
  • Thank them again. This time, keep it simple but add some personalization to it.


Before (not if or when) They Have Questions or Complaints

At some point, a customer will have questions or complaints. It's going to happen, and a quick reply will help ease any potential problems that make them wait would cause. If you wait for a customer to come to you, your response will most likely be reactive, which can affect your customer loyalty. Customers need to hear from you first.

  • Anticipate what their needs may be. This can be a FAQs sheet on your website or some simple how-to videos.
  • Think like a customer. What would you want to see or hear to help you avoid calling or emailing a business?


Knowing your product and service will help you anticipate and questions or concerns a customer may have. You don't want to wait for them to contact you. At this point, it may be too late to solve the problem or the customer.

No one wants to be that annoying responsive friend or the company that is too busy to pay attention to their customers. You can communicate with your customers through a personalized message that will solidify your importance in their life. Customer communication is essential for business growth, but it must be on time.