At Outside-In® Companies we have a value that is rooted in being responsive. Responsive is somewhat nebulous because it means something different to everyone. The key to being responsive is to be Outside-In® with your audience. To do this you must ask the questions, “If I got back in touch with you tomorrow at 9am would that meet your needs? Is an email summarizing our pricing by end of day going to work for you? Honey, if I take the trash out before dinner is that ok?” I think you get the idea. We must all work hard to establish expectations with our various relationships if we hope to have any shot of living up to (and exceeding) our own standards.
We like to take responsive one step further here at Outside-In® companies. Each and every one of us answers the phone during office hours and we set a standard of picking up in three rings. We’re competitive so two rings is better; one ring is best. Hard to do better then that, although we would if we could. Being responsive is a cultural mindset that starts with leadership. Like a drumbeat, it must have a consistent and never ending rhythm.
However, that is not good enough. Part of being responsive is the demonstration of our commitment to it. When you call our offices we will ask you if you would like the person you are calling for interrupted. Please take us up on it! So few will, but, we know you called for a reason. To show you the importance we expect our staff to be able to juggle calls, take your call quickly, and arrange the best way to get that thing done your were calling about. Of course there are exceptions. However, most of the time we can juggle and we know it makes our customers more productive. Most importantly, being responsive stops the game of phone tag cold!
Welcome to our value of being responsive!