Did You “Unplug” for Labor Day?
This Labor Day weekend, we had a “situation” related to the house we’re buying. We had to reach the real estate agent on Sunday afternoon – smack-dab in the middle of the three-day weekend. Never expecting to reach her, I left a message on her cell. I got a call back less than 10 minutes later and told her we needed to get inside the house to do some work the bank required prior to closing.
She replied, “Are you free later this evening? I’d come out right now with the key, but I’m out on our boat in the middle of the bay.”
Meeting up with her that evening gave us plenty of time to finish our project on Monday, but I can’t imagine what we would have done if she hadn’t answered her phone, or had been unavailable all weekend.
I believe in the phrase, “Lack of planning on your part does not constitute an emergency on my part.” Our need to reach the agent was, at least in part, due to our own lack of foresight. But when your business thrives on keeping clients happy – clients whose schedules may not synch up with yours – this may not be a reasonable philosophy.
I have one client who, once a month, needs me on call to turn around copyedited articles within 24 hours for a magazine on deadline. I don’t dream of “unplugging” during that week; I’m never more than 12 hours away from my email.
Of course, some doctors, firefighters, and other professionals stay in touch 24/7, but what if your business doesn’t involve saving lives? Our situation with the house wasn’t “live or die,” but we’ve already been in contract three months and a lot of money is at stake if we don’t close soon.
Staying constantly connected with your customers provide real benefits – to you and them. My real estate agent completely won me over by being there when I needed her. We were happy with the service before, but being available on Sunday afternoon, in the middle of Labor Day weekend, ranks her “above and beyond.” In today’s economy, that level of service may be exactly what a business owner needs.
But what if you’re “always on?” Some professionals tweet in the middle of dinner, answer emails from the sidelines of their kid’s soccer game, change their Facebook status during family gatherings. Is this necessary?
As much as Blackberries, iPhones and social networks bring in new leads, keep you connected with existing clients and permit people to virtually work from anywhere, it also makes the distinction between work and home life less visible.
The balance lies in responding to customers quickly, evaluating the situation, and deciding if it needs immediate attention – all while making your customers feel valued and important.
Set aside time: Whether you’re celebrating a three-day weekend or a longer vacation, set aside specific time to check your email, voice mails and social networks. You can use 30 minutes to an hour in the morning before your family wakes up. Skim your email for emergencies that need attention three times a day, just before meals. Or peek at it for a few minutes each hour that way emails don’t build up. Resist the urge to respond to anything that is not urgent.
Keep tweetin’: Throughout the day, send a few tweets; this shows your customers a more personal side of you and allows you to share information about your hobbies, which may help forge stronger connections through common interests. It also keeps you in people’s eyes, even during the holidays. (Yes, other people are social networking, too!) Three tweets during the day – one before each meal – should be enough to let people know, “Yes, I’m around.”
Make it clear you’re reachable. My real estate agent continuously reminds me her cell phone is always on and she’s always available. When she doesn’t answer, she returns the call within minutes. Give people a means to reach you if they need to… even if it’s the phone number for an assistant who screens your calls.
Multiple lines. A colleague of mine, a life and business development coach, has three cell phone lines: one for regular use, one for emergencies, and one for “true” emergencies (only family and close friends have the third number, which has a siren as a ring.) When she answers her “public” emergency line, she immediately asks if it’s an emergency. Many times, the answer is, “Not really.” Her clients have the peace of mind of knowing they can reach her, and she can quickly gauge the importance of the call and decide how to proceed.
Sometimes even the most successful business owner needs a day or two to recharge his batteries. Every so often, it’s nice to leave your business in the hands of a trustworthy assistant, turn off the cell phone, emails and social networks, and simply enjoy time with your family.
Did you stay plugged in during Labor Day weekend?
