I had an interesting call with a client this morning and as usual we were swapping ideas about the Internet and what it all means. But it gave me food for thought and I welcome your feedback.
In today’s diverse society, it seems businesses never go to sleep, I love telling people that I was called up by one client at 11:30pm on a New Year Eve and asked ‘what was wrong – why aren’t people ordering’, but that really is a reflection on our society.
24/7 is the favoured phase and the only time it ever varies is when e-commerce clients tell me their last delivery for Xmas orders is the 23rd December.
We’ve started working with Amazon and the consensus is simple if you cannot deliver within two days forget it. I was also reading up on the so called ‘Big Data’ trend that is in currently sweeping the web industry (be glad if you’ve missed it) – and essentially the argument is that businesses need to get their house in order and offer true 24/7 round the click service if they want to stay in the game.
So where does that leave, you or even me. Another favourite of mine is that I like to tell people that I get more emails on a Sunday evening than at any other time of the week. Clients seem to lean towards giving their websites attention during this peaceful time, with the caveat ‘can I get it done by Monday lunchtime’.
Another factor to take into account and there are many, is that competition in all our businesses is hot, if we stop, or rest on our laurels even for a day, then it is likely someone will snap up the business, customer loyalty is extremely valued by a small outfit like ourselves, but it has happened that because a key player has gone on holiday the business has been lost.
In truth, we’ve all got to switch off at times. It’s as important to clients as it is to a supplier, the notion of 27/4 is fundamentally flawed, if I fire 20 emails at you over the weekend – I might look busy and that might look impressive, but really it’s wasting everyone’s time.
True value is in getting a job done, properly, in fact the fewer emails that fly the better in the end. It shows greater understanding and greater trust between client and supplier and I for one think that is valuable.
So to finish off, these are the office NCompass Opening hours when you can expect an answer from us:
Monday: 9:30 – 13:00 and 14:00 – 17:00
Tuesday: 9:30 – 13:00 and 14:00 – 17:00
Wednesday: 9:30 – 13:00
Thursday: 9:30 – 13:00 and 14:00 – 17:00
Friday: 9:30 – 13:00 and 14:00 – 17:00
All times are UK times
Additionally – website hosting comes with 24/7 support should a website go down or not work… so please do not hesitate to email or call outside these times if you website is not working.
Now before I go a word of truth and expectation. How this is going to effect things in reality, well it isn’t, with all that competition out there and the need to talk to clients at any time of day, all this is meaningless. We all work well into the evening and weekends, we have to.
So these times are actually Goals, Aspirations and Targets – the reality is we’re here for you 24/7, but if you can leave it until a more suitable time that always goes down well.
And finally Wednesday afternoons – what’s that about – well that’s when I want to work on my own disastrous website – have you see it recently?