Thank You For Your Feedback, We Should Respond In The Next 3 Business Days

The Next 3 Business Days.  That phrase is the all too common automatic reply to web form submissions, emails and any other ‘self service’ option.  While I don’t have one of those fancy PhD’s in math that Google seems to revolve around, I can tell you that 3 days is a heck of a lot longer than waiting on hold for 30 or 40 minutes.

I learned a great trick from a guy named Bill Auvil when he was a vendor to my company.  Over breakfast at a conference, he shared that he makes it a point to answer every email he receives during the day before he goes to sleep.

This was while he was a Global VP of Customer Support for a large software company.  Wow.  Yeah.  I though the same thing you thought.  Auto-replies, right?

Nope.  I tested it by sending  Bill and email and getting back a personal note late that same night.

Vice President. Same day.  Is it too much for companies to provide the same level?

More to come, thanks for reading,



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