When are You Going to Call them Back?
Photo by NoWah Bartscher on Unsplash
Last week, I visited my county’s emergency operations center.
It was an eye-opening experience. Because we live in Florida, the main threat the facility prepares for is hurricane season, which lasts from June 1 to November 30. It was impressive to see all the other things they do there, and even more compelling was how they think about emergency response.
Just checking out how they put the building together was fascinating. The construction is fairly new; the director told us how they interviewed other facilities in the area to see what worked and what didn’t. There were countless modifications for reducing wind impact, storing and preparing food, backing up power, cyber security… This place is ready!
Our fundamental this week is DEMONSTRATE URGENCY IN RESPONSE TIME AND FOLLOW-UP, and these people clearly take that idea seriously.
For a portion of the visit, my group was allowed to quietly cruise through the 9-1-1 call center which left a sobering impression on all of us.
We overheard one of the operators ask, “Is he breathing normally?” That’s not something I hear or even think about regularly, but like a cartoon conversation bubble, the question lingered with me for days afterward. Fortunately, my life is free of those concerns, but of course, not everyone has that luxury.
9-1-1 operators practice this week’s fundamental with vigor, but what about urgency on a non-emergency scale? How many people in your life are served when you demonstrate urgency in returning calls or emails? We have no idea what’s going on with people and what their level of gravity is for any given situation. In business, life or family situations, our response matters.
People notice.
I have a client who has a good but demanding boss. My client makes it a habit to answer his boss’s calls as soon as possible. He recounted that one time, his boss told him because he always answers the phone so attentively, he was throwing a substantial bonus his way. Pretty cool! We can’t always count on that kind of instant gratification, and sometimes we are occupied or in a meeting and can’t answer immediately. But over time, when clients, family, or friends try to reach us, people notice when we answer or get back to them. It makes a difference.
Even as I’m writing this, I’m reminded of a potential client who reached out to me this week.
He’s someone I don’t know well, but I’m pretty sure I’m not a fit for him. I notice I’m reluctant to call him back with bad news, but I know it will serve him to hear something definitive from me even if it’s not what he hoped. He likely needs to get on with his search, and my response could help that. (So … before I wrap this up, I’ve just responded to him.)
Is there anyone in your life waiting to hear from you?
Even if you were to tell them you got their message, but don’t have an answer yet, would that be of service to them?
Cheers!
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Fundamental of the Week #22: DEMONSTRATE URGENCY IN RESPONSE TIME AND FOLLOW-UP
Model enthusiasm in your response to issues and rigor in your follow-up. Make sure your work is accurate, complete, and timely. Keep people updated, and make sure they are clear about your communication.
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