Are You Responding to Messages Quickly Enough?

How Quickly Moms Want a Response From Your Local Business

With everything local business owners and marketers have on their plates, it's easy for some things to get lost in the shuffle.  

One thing you want to prioritize?  Responding to incoming messages to your business.  And not just responding, but responding quickly enough to meet moms' expectations.

WHAT MOMS EXPECT FOR RESPONSE TIMES

We asked moms across the country what those expectations are when it comes to responses from local businesses and how they differ depending on outreach methods.

When it comes to leaving voice mails, 59% of moms expect a response within the same day.  While 27% are content to get a call back within two days.

Emails show a fairly similar story.  54% of moms expect a return message the same day they send an email while 36% expect a response within two days.

Text messages tell a different story.  24% of moms expect a response to their text within one hour, and 59% want to hear back within the same day.  

Finally, if a mom sends a direct message to your business from Facebook or Instagram, 57% expect a response within the same day, and 20% are ok waiting two days.  

WHAT IT MEANS FOR YOUR LOCAL BUSINESS

While the numbers vary a bit depending on outreach method, overwhelmingly, moms expect to hear back from your business within the same day they send a message.  

This means you need to have a plan in place to be checking voice mail, email, text, direct message, and any other channels you use at least once per day before heading out the door and responding to those messages appropriately.  

Some tips to make it more manageable?

➡️ 1. Check settings on your messaging platforms.  See if you can be notified of messages in one way.  For example, if you receive a Facebook message or text, set it up to be notified via email so you can check your inbox and see all of your notifications in one place. 

➡️ 2. Manage expectations from the beginning.  If you know you don't have the ability to respond within the same day, be transparent about that.  Set up an auto-response on social media or an auto-reply to incoming email that lets people know when you'll respond so they won't be feeling ignored.  

➡️ 3. Slim down your messaging options.  It's nice to have a lot of different ways for parents to contact your business but it won't do you any good if you can't keep up with them all.  Figure out what methods you can consistently manage and turn off the rest.  You don't have to allow social media messaging or texts to your business.  Do what makes sense for your business.

THE BIG OPPORTUNITY

If you're looking for a way to stand out from the competition, rapid message response could be the opportunity you're looking for.  

Nothing makes a potential customer feel more valued or respected than a prompt and friendly response from your business.  

Oftentimes parents send out the same message to multiple businesses, the first one to get back to them may very well get the job. 

9% of moms have zero expectations on response times when sending messages through social media. That may not seem like a lot, but that means they don't really expect to get a response but would probably be thrilled if they did.  

If you have the ability to quickly respond to social media messages, that will give you a leg up over the competition.

Remember, nobody likes to be left hanging especially a busy mom who's actively trying to work with your business.  

Put a communications strategy in place in your business:

✔️ what communication platforms do you use
✔️ who will respond
✔️ when they will respond

And then stick to it.  Moms (and your bottom line) will thank you.