The Importance of Responsiveness

Perhaps it's just me, but does it seem like people are getting less and less responsive? So as not to come off as a glass house living person about to cast the first stone, I will say that I would guess that I am also becoming less responsive.

But it still bugs me. Here is an example.

I am doing taxes today. It was not my intent to do taxes at all and certainly not on the eve of the deadline. We have (had, now) an accountant who has done our taxes for three years. Each year, her responsiveness gets worse and this year we reached a point where her service was not good enough and her information not trusted.

We gave her all the information for our taxes several weeks ago. We have asked a few follow-up questions and provided additional data by phone and email - none of which she returned. Finally, yesterday, her assistant said we could pick up the taxes and they are not done properly or well.

Live and learn.

But what got us the most was that she would not even return our calls or emails - not even to say, "I can't talk now, but will get back with you ___."

The internet is a beast and emails get gobbled up all the time. But I think that it is more common that people just don't respond or respond slowly. I am not talking about spam or newsletters or emails that aren't really TO us. Some people never respond to emails sent directly to him or her.

OK, if the email does not contain a question, I can agree that no response is needed. But if someone asks a direct question - should we not respond?

I know for some, it is an issue with time and sanity. I have one client who has so much going on and gets hundreds of emails a day. This is a system problem and I agree she needs some help.

I don't know, what do you think? Do you have people who never respond to your emails? How does that make you feel? What do you do about it?

I guess the times are changing, but my expectations have not. I expect responsiveness from others and I expect this of myself too.

Comments

[Heather]

As an information service provider, I find it shocking how many people don't acknowledge the receipt of important research/information I've provided. It isn't so much a thank you I expect but more of "yes, this is what I needed" or "great, but what I really need is more of ...". Just to know that I'd nailed it (or not) and that they did, in fact, get the requested information would be reassuring.

I find it not only rude but a bad practice protocol.

[Lisa Haneberg]

Yes. I think it is rude too. And I hate to wait - I am not good at waiting at all.

[Alexandra Levit]

Hi Lisa, this bugs me too, and I'm tired of the excuse, "I'm busy." I am as busy as anyone - I have three jobs and a full family and social life! Yet I feel that responding to e-mails people send directly to me is common courtesy and in many cases the only way to create and sustain positive relationships.

Alexandra Levit
Author, They Don't Teach Corporate in Collge
Blogger, Water Cooler Wisdom

[Lisa Haneberg]

Yes, Alexandra, ditto, ditto, ditto. To me, "I'm busy," also means, 1) You aren't a priority or 2) I don't have my act together.

I am sometimes guilty of confusing these things too.

[Wally Bock]

The decline in responsiveness is linked to the decline in civility. It's another way to treat another human as if he or she isn't nearly as important as you are.

Let me paint a silver lining on this cloud. Reponsiveness is become a competitive advantage for those of us who answer email and return phone calls. One phrase you hear today that you didn't hear when I was starting out in business is "Thank you for returning my call." Return calls (and emails) and you move into the plus column.

[Lisa Haneberg]

Perhaps you are right.... I hope that - as do many things - this comes back around.