Over 7 Wednesdays in January and February, I’ll describe 7 remarkably simple components of R.E.S.P.E.C.T. that you can apply to your everyday conduct. The ability to earn R.E.S.P.E.C.T. is a critical Leadership requirement … and we have absolute control over the actions we take to earn it. It’s also the centerpiece of “accountability “, a concept that vexes the most astute business leaders. Since it’s impossible to be an effective leader without gaining respect, let’s devote some time and energy to learn how to give it to get it. Are you with me?
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Last week, we kicked off our 7 part series, R.E.S.P.E.C.T – How To Get It by Earning It, and talked about one way to earn instant respect starting with the “R” in Respect … be Right on Time, Every Time. As we launch 2011 with renewed energy, we’re all looking for tips to improve our productivity, leadership and accountability. Here is a tip that will increase not only your productivity, but the response you get to all of the things you do.
I call it The 24 Hour Rule … and in our R.E.S.P.E.C.T series, it’s the “E” … Every Call Returned in 24 Hours. It’s about getting back to people within 24 hours no matter what … some might call it “one business day”. It’s absolutely doable for phone calls and is really longer than it should take as you should make every effort to return most calls within the same business day. Of course, if they call at 5:15 p.m., it’s okay to invoke the 24 hour rule but certainly no longer than that … or maybe after 6:00 p.m.
Emails might be a different story because the flood is increasing and we all need to establish our own guidelines … but for customers and clients, there’s still no excuse not to rigorously apply The 24 Hour Rule. The essence of the rule is … be responsive … to show people that contact with you is valuable, that you appreciate their reaching out, you value their time as much as your own and that if they’ve taken the time to reach out to you, you’ll find the time to reach back to them.
Tom Duryea, President and CEO of Summit State Bank, believes that customer service is the singular differentiator for the growing banking enterprise he is leading in the North Bay of San Francisco. In fact, this 24 Hour Rule is embedded in the bank’s Service Standards described in The Summit Way which says it this way: “Always return phone calls and e-mails the same day, or at maximum, within 24 hours.”
This simple rule, along with the general precepts of our R.E.S.P.E.C.T – How To Get It by Earning It series, are at the core of one of the most tormenting challenges faced by business leaders … how promote and achieve accountability throughout the organization. I have spoken extensively on this subject, including at a national webinar sponsored by Success Factors last year, and it may be one of the most exasperating issues that CEOs face because it’s also central to creating a responsible culture, without which, not much gets done. You’ll find other resources about the Cornerstone of Accountability in the Speaking section under Leadership Challenges and Solutions.
Yes, if it applies to spam and other intrusive trespassing on our privacy … but among business colleagues, friends and family? Sorry, there’s still no good excuse for not getting back to people within 24 hours … maybe if there’s blood on the floor … but that’s about it. Besides … you’ll soon the discover the magic of this simple rule when you hear how impressed people are by your responsiveness. It’s not only a testament to your thoughtfulness, but sadly, the lack of responsiveness from everyone else.
So, go ahead, differentiate yourself from the competition. This is another easy one you can hit out of the park. That’s what our strategy should be about in the first place, isn’t it? How much easier can we make it?
Call me back, will ya’?
Welcome to Exkalibur. I’m Lary Kirchenbauer, President of Exkalibur Advisors, Inc. Please take advantage of our resources to help you build your business ... and let me know what more we can do to serve you.
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2 Comments to "Another ridiculously easy trick to earning respect | Accountability | The 24 Hour Rule"
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[...] with the “R” in Respect … be Right on Time, Every Time. Last week, we introduced The 24 Hour Rule about the “E” in Respect … Every Time. On Time … returning calls and [...]