Even Superstars Answer Their Email

by Barry Moltz on December 9, 2010

I remember when a now famous business person used to return my emails.  Now that they get thousands of them a day, I guess it is impractical to reply to each one.  This problem is multiplied many times for CEO of corporations who get customer mail from 10,000′s daily.

But providing great customer service does not excuse you from replying to each inquiry bases on sheer volume.  This should be done for tweets as well as blog posts.  Here are 3 solutions that you can use:

1. Get a System in place.  When I write a note to the CEO of a company, I expect some reply so I know someone in the organization is listening.  To not get any reply is inexcusable.  Most of customer service is about listening.

2. Set expectations.  Have an auto responder tell each emailer that you get a large volume of email each day and can’t personally respond to each, but another person will get back to you in a few days.

3. Have an assistant track your email and respond for you (or as you) as long as they can project your authentic voice.

Remember, we meet the same people on the way up as on the way down.

{ 1 comment… read it below or add one }

Barry Moltz January 11, 2011 at 2:12 pm

Tim Ferriss is a great example of this- this is his email authoresponder

Hi All,

I am focusing on a few deadlines and will not be on email at all for the next few weeks. I do not own a Blackberry or handheld.

If you require a response in the same week, please call me on my cell or contact amy@fourhourworkweek.com. She can find me.

If it’s something same-day, please also call her or me at 1.800.259.2869.

If your request will still be relevant in 2 weeks, I kindly ask that you please resend it then. I apologize, but this is necessary at this point. Please assume I might not see the email you just sent.

For other contacts, please go here:
http://www.fourhourworkweek.com/blog/contact/

Thanks very much for understanding!

Tim

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