Earlier today, I emailed a support team and got the standard auto-reply with:
We just wanted to let you know we’ve got your question. One of our support reps will get you a reply back within twelve hours.
I didn’t think anything of it and just archived the email in my inbox. When I checked my email again a few hours later, I already had a reply from the support team answering my question. They were pretty quick and had sent me an email about three hours after I had sent them mine. It was a welcome surprise.
When you can, under promise and over deliver. If you promise customers a response within twelve hours, getting an email to them in three will surprise and delight them.
Customers will love it more than the reverse of that. Imagine getting an email promising a reply within twelve hours only to wait for a full day? That’s definitely not starting the conversation off right with a customer.
What do you think? Do you do anything like that with your customers?