Improving Customer Experience With Rapid Responses

“Speed doesn’t just impress buyers. It changes how they think.” I was supporting a deal with a government agency in India. After months of slow movement, one of our AEs decided to change pace. Instead of waiting days to reply to follow-up questions, she started responding within 30 minutes. Instead of booking calls a week out, she offered same-day options. Instead of letting the buyer’s process set the tempo, she respectfully started dictating rhythm. Something shifted. The buyer’s team — previously unhurried — began mirroring that pace. Questions came faster. Decisions followed more quickly. Procurement even escalated approvals internally to stay in sync. ✅ What happened? We triggered urgency. Not by pressuring the buyer — but by resetting their internal tempo. Speed changed the emotional texture of the deal from “eventual project” to “active initiative.” ✅ What we did systematically: – Rebuilt our MAP (mutual action plan) with tighter next steps and weekly internal follow-ups – Used short email recaps post-meeting to clarify alignment – Trained reps to end every call with a same-day or next-day scheduling option – Flagged every unanswered email internally within 12 hours for follow-up 🎯 Behavioral psychology at work: – Temporal Contagion: People mirror perceived urgency – Momentum Bias: Once in motion, inertia helps keep deals alive – Availability Heuristic: Fast responses feel more valuable, more reliable, and more urgent Speed isn’t just about “being helpful.” It influences how buyers prioritize you in their mental stack of decisions. And in complex B2B deals, staying top-of-mind is half the battle. 📌 If you want faster deals, act like it’s already urgent — and watch your buyer catch up. 📥 Follow me for more insights. Repost if this resonated.

The number 1 driver of customer satisfaction for accountants: Not: Technical ability Not: Your tech stack Not: Your website aesthetic It's answering the d*** phone. Responding to emails. Following through on [your desired comms channel] within [timeframe your client expected]. It isn’t a high bar these days, but simply being responsive and following through puts you ahead of the pack. 13 tips to standardize comms & align expectations: 1. Communicate a standard turnaround time. Doesn’t matter what it is, it just needs to exist. 2. Not all requests are created equal. Your turnaround time is your *acknowledgment* time. Many requests will take longer to resolve. 3. The only exception is when you’re OOO. So don’t forget your OOO, or pull in a teammate when you’re out. 4. Over-communication beats under-communication. Never be afraid to send a quick update, or a no-update update. 5. Don’t leave turnaround time up to your team to decide. For each role there’s a rule, and we’re all held to our turnaround time rules. 6. Your availability is the most scarce in your firm. If it isn’t, why won’t clients just go to you every time? 7. Design turnaround times to drive client behavior. For example an immediate call with an admin, same-day call with a staff, 72 hour call with the big boss. 8. No channel should jump the line. If you respond to that text, they’ll never follow the flow again. 9. Where possible trade synchronous work - let’s have a quick call to discuss - with asynchronous work - here’s a loom outlining my proposed solution, and a scheduling link if we still need to discuss. 10. In almost no situation should the big boss be taking unscheduled client comms of any kind. 11. Enable self-service wherever possible. Fetching docs from their own portal, paying an invoice online etc. 12. Integrate response times into how team members are incentivized. Be careful rewarding over-responsiveness, but keep a close eye on under-responsiveness. 13. Wrangle rogue channels. You make the rules about how clients can interact with your firm. Any comms outside those channels must be redirected. Clients are no different than mice in a maze. If they can get the cheese by texting you, calling you directly, they’ll never go through your team again.

If you wait 3 days to respond to an email, your buyer will wait a week. If you reply immediately, they match your pace. 👉 6 reasons to prioritize a rapid email response: -  Every 10-minute delay results in a 400% drop in conversion chances. - Leads contacted within five minutes are 21 times more likely to convert than those contacted after 30 minutes. - You're 100 times more likely to connect with and qualify a lead when responding within 5 minutes compared to 1 hour. -  Responding within 1 minute can boost conversion rates by 391%. - 78% of buyers purchase from the first company that responds to their inquiry. - 30% of unresponded leads will reach out to a competitor who responds faster Most of the data I found was for inbound, but the same logic applies to outbound and MoFu. 👉 The easiest ways to control deal momentum? Set a pace that conveys urgency. Speedy replies create urgency. Slow responses create stalled deals. 📌 Quick tip Send, "receipt confirmed" emails. If you can't reply immediately, and sometimes you can't because you need to send a more thoughtful reply or perhaps you're in the middle of more focused work .... Just let your buyer know you got their email and that you will reply within 24 hours. Trust me, taking 30 seconds to send a receipt confirmed email will earn you a lot of aura points. 👉 Set the pace, or your buyer will and odds are, they’ll slow it down. ✨ Enjoyed this post? Let me know in the comments & follow Leslie Venetz for more. Data from - LeadAngel Gobluebird Podium GetCensus SalesWingsApp Chilipiper Calldrip Rep.ai #b2bsalestips #emailtips