Our clients expect us to respond to their questions and concerns quickly. Whether it’s in person, on the phone or by e-mail, be rigorous about response time. Getting back to everyone promptly, including your teammates and trade partners, is one way to demonstrate your passion for quality.
Responding promptly shows you care. Being responsive earns loyalty and keeps progress in motion. No one is left waiting for an answer. No one is left wondering why they haven’t been acknowledged. No one likes to be ignored. Even if you don’t have the answer, just let them know you are working on it.
The aim is to have all phone calls, emails, an messages responded to in under 24 hours. Some matters will be of greater urgency than others and may require a reponse in under an hour. If you are in the field, a much faster response time is almost always required. Use your judgement and respond with appropriate promptness.
ALWAYS RESPOND PROMPTLY. IT’S THE BUCHAN WAY!
ABOUT The Buchan Way:
From the very beginning, we wanted John Buchan Homes to be different from other companies. Different in how we treat out clients, different in how we work with each other, and different in the results we achieve. These differences are best captured in 26 fundamentals that are the foundation for our unique culture. We call it THE BUCHAN WAY.